Sofia
Vacancy Type:
Permanent
31 Aug 2024
Brand:
23 (Entain)

The Customer Due Diligence (CDD) Operations Department within Customer Services is responsible for conducting detailed investigations of  Digital/Multi Channel customers to detect money laundering risks and potential vulnerable gamblers. These investigations are conducted to ensure that the customer can legitimately support their levels of play and are protected from gambling harm.

Reporting to the [insert line manager job title] you will be part of the Customer Due Diligence Team,and you will be responsible for inbound and outbound contact with customers, by telephone or other electronic means, to address potential Safer Gambling, Affordability, or Financial Crime concerns. You will be handling sensitive customer information and dealing with potentially vulnerable customers in a calm, professional and empathetic manner.
 

What you will do 

  • Contacting customers to address any potential Safer Gambling, Affordability or Financial Crime concerns.
  • Deliver outstanding customer service while encouraging the use of Safer Gambling tools or seeking Source of Funds evidence.
  • Use judgement and analysis to evaluate the customer responses and apply any appropriate controls to mitigate the risk in a timely manner.
  • Ensure all necessary actions are taken e.g. loss limits, deposit limits, account closure, and maintain a documented audit trail of decision making.
  • Handle sensitive information in line with data privacy requirements.

Who you are 

  • Excellent written and verbal English.
  • Ability to communicate sensitively and calmly, particularly with customers who may be distressed or angry.
  • Experience of handling sensitive, confidential customer information.
  • Thorough understanding of Safer Gambling and AML policy requirements.
  • Sound knowledge of Safer Gambling customer tools.
  • Proven track record in delivering high-quality work in a fast-paced, challenging environment.

What we offer

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning. Working for us in the UK, you can expect to receive great benefits like:

  • Generous group bonus scheme
  • Hybrid working – 2 days in the office
  • Private medical insurance
  • Pension scheme – matched to 6%
  • Ability to buy and sell holiday
  • Free subscription to wellbeing app Unmind
  • Additional “It’s Your Game” day off to use at either Christmas or New Year
  • Entain & Enhance days – 2 paid days off to focus on your professional or personal development
  • Share save scheme
  • Paid subscription to LinkedIn Learning

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves. 

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join the Entain family, it’s your game. So let’s win together.


About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

Our vision is to be the world leader in betting, gaming and interactive entertainment, and we know that the most successful businesses are the most sustainable ones. Diversity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent globally, bringing the best thinking to our business from inside and outside of our sector. Our ambition is to make sure everyone at Entain feels valued, respected and included. Inclusion is embedded in everything we do, because we know when we feel respected and heard, we do our best work. Sustainability drives everything we do, and doing what’s right is one of our core values. Diverse teams have more creativity, imagination, innovation and problem solving capabilities. We are committed to tackling inequalities and creating a diverse and inclusive business. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. That’s why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.