Customer Protection Contact Center Analyst Danish and English Lisboa

Overview

Customer Protection Contact Center Analyst Danish and English

Location: Lisbon, Portugal (Lisboa)

Responsibilities

• Contacting customers to address potential Safer Gambling or Affordability concerns.
• Performing RG reviews.
• Deliver outstanding customer service while encouraging Safer Gambling tools or seeking Source of Funds clarifications/evidence.
• Use judgement and analysis to evaluate customer responses and apply appropriate controls to mitigate risk in a timely manner.
• Ensure all necessary actions are taken (e. g. , loss limits, deposit limits, account closure) and maintain a clearly documented audit trail of decision making.
• Handle sensitive information in line with data privacy requirements.
• Share best practices with colleagues and provide ideas to improve processes (occasional).

Qualifications

• Excellent written and verbal English.
• Fluent Danish at business level.
• Ability to communicate sensitively and calmly, particularly with customers who may be distressed or angry.
• Experience 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
  - quality work in a
  - paced, challenging environment.
• Practical application of policy directives.
• Self-motivated, organized, and highly efficient personality.
• Detail oriented and analytical with the ability to examine problems and strategize solutions.

Additional Information

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.

• Hybrid working (2 days per week in the office)
• Group Bonus plan
• Healthcare support
• A stake in our success through our Share
  Save scheme
• Great development opportunities
• Wellbeing support, and so much more.

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.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.

Employment details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Analyst
• Industries: Entertainment Providers