Customer Support Lisboa

Customer Support
Lisboa
Lisboa, Lisboa, Portugal

Company Description

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 Entain, it's your game. So let's win together.

Job Description

At Entain, we take Player Protection and Responsible Gambling very seriously. Our Customer Protection International team within our wider Customer Services function is responsible for conducting detailed investigations of International customers in order to detect potentially vulnerable gamblers, and work in close collaboration with the AML team, amongst others. These investigations are conducted to ensure that the customer can legitimately support their levels of play and are protected from gambling harm.

You will mainly be responsible for performing proactive RG reviews followed by an inbound and outbound contact with qualifying customers, by telephone or other electronic means, in order to address potential Safer Gambling, or Affordability concerns.

You'll also be responsible for handling sensitive customer information and dealing 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

Main:

• Contacting customers to address any potential Safer Gambling or Affordability concerns.
• Performing RG reviews
• Deliver outstanding customer service while encouraging the use of Safer Gambling tools or seeking Source of Funds clarifications/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,