Customer Support & Protection with Danish Lisboa

Customer Support & Protection with Danish

About the role: You will join Entain's Customer Protection International team within our Customer Services function. The team conducts detailed investigations of International customers to detect potentially vulnerable gamblers and collaborate with AML and other teams. These investigations ensure customers can support their levels of play and are protected from gambling harm.

In this role you will perform proactive Responsible Gambling (RG) reviews, followed by inbound and outbound contact with qualifying customers by telephone or other electronic means, to address potential Safer Gambling or Affordability concerns. You will handle sensitive customer information and engage with potentially vulnerable customers in a calm, professional and empathetic manner.

Are you looking for an opportunity to join a team where you can make a real difference?

Key responsibilities

• Contact customers to address potential Safer Gambling or Affordability concerns.
• Perform 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 of handling sensitive, confidential customer information.
• Thorough understanding of Safer Gambling and AML policy requirements.
• 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;
  - oriented and analytical.
• Ability to examine problems and strategize for solutions.

Additional Information

At Entain, the starting package is competitive, with benefits to support peak performance. In our Lisbon office, you can expect benefits such as:

• Hybrid-working (2 days per week in office)
• A regular bonus
• Healthcare support
• A stake in our success through the Share
  Save scheme
• Great development opportunities
• Wellbeing support and more

Along with this, you may have opportunities to be recognized by leaders and colleagues, join a winning team, and be part of an inclusive 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.

Entain complies with applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally. We value diversity and inclusion across our global team.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Analyst

Industries

• Entertainment Providers

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