Responsible Gambling Specialist

DigiOutsource

  • Cape Town, Western Cape
  • Permanent
  • Full-time
  • 16 days ago
Kick-start your career in the online gaming world and experience the very latest in technology and innovation.Who we areWe’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.At DigiOutsource, we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We’re empowered to achieve the ultimate in high-performance gaming experiences using the best technology available.Who we’re looking forWe’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DigiOutsource, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.Why we need youWe’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.As a Responsible Gambling Specialist, you’ll be supporting the delivery of our Customer Interaction Programme, as well as all tasks covering, assisting and protecting our customers to ensure they are gambling responsibly. This will help us excel at creating a safe environment for our customers to stay ahead of the game.What you’ll be doingAs part of your role, your responsibilities will include:Conducting account reviews to determine whether a Customer Interaction Programme (CIP intervention is required, and which level of intervention based on a thorough review.Performing appropriate actions on accounts that support Responsible Gambling (RG).Conducting follow up calls to customers who contact the Customer Call Centre (CSC) threatening suicide or self-harm.Completing all RG-related inbound emails received from customers and taking the relevant action.Reviewing RG tasks conducted by the CSC when required and assessing and where necessary.Provide compliance and Responsible Gambling (RG) process direction and assistance to the CSC.Informing the RG Team Lead (TL) of any higher-level interventions.Liaising with the RG Service Manager and the Customer Care Operations Manager when needed.Actioning ad-hoc escalations and queries.Reviewing self-exclusion removal requests and executing in line with process.This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.Essential skills you’ll bring to the tableThe necessary skills that we require for this role include:A degree or diploma in behavioural science, legal or regulatory compliance.Minimum 12 months working experience in a role that equips you with sound knowledge of the Responsible Gambling Policy and Procedures.Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectivelyAbility to identify, analyse and conclude behaviour outside of the normal.Experience working collaboratively in cross-functional teams, with a focus on achieving shared goalsExpertise in managing multiple projects simultaneously, with a track record of delivering on time and within scopeExceptional attention to detail, ensuring high standards of quality in all outputsAbility to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situationsMust be self-motivated and pro-active with impeccable problem-solving skills.Ability to identify, analyse and conclude behaviour outside of the normal.Desirable skills you’ve got up your sleeveIt would be great if you also have some of the following skills:In-depth knowledge of sports betting markets, including odds calculation, betting types and market trendsPrevious experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulationsPrevious experience in Risk & FraudFamiliarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standardsExperience in developing and executing customer retention strategiesOur values are non-negotiablesOur culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.These competencies are:AdaptabilityOwnership and accountabilityInitiating actionResilienceTeam orientationIntegrityInnovationWhat you’ll get backWe offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes:We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.Competitive RemunerationSubsidised Medical Aid or GAP CoverInsurance Benefits (including Group Life and Income Continuation Benefit)Funeral Fund & Funeral Fund Top UpSubsidised Retirement AnnuitiesEmployee Incentive PlansFree Daily MealFree Massages On-siteFree On-Site GymGroup Life CoverFuneral Fund BenefitFinancial Services AssistanceEmployee Assistance ProgrammeCurro School Fees BenefitIncome Continuation BenefitLeadership TrainingReferral BonusMedical Aid SubsidyFree Sleep CoachingOn-site BaristaRetirement Annuity SubsidyTeam buildingsBe part of that Superclass feeling.At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 19 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.It’s all about putting your experience first and ensuring honesty and fairness in all we do.
Here, your growth is supported and your contributions valued.Game on!*Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.*Shortlisted candidates may need to complete an assessment.This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.Should you not hear from us within 2 weeks, please deem your application as unsuccessful.The perfect place to work, play and grow!

DigiOutsource