Job
- Level
- Experienced
- Job Field
- IT, Security, Test/QA
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- from 38.500 € Gross/Year
- Location
- Vienna
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will conduct thorough Responsible Gambling reviews, support potentially vulnerable customers, and handle sensitive information in line with data privacy regulations.
Your role in the team
- Our Customer Protection International team, within our Customer Support function, conducts detailed investigations of International customer activity to detect potential vulnerable gamblers and works in close collaboration with our 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 be responsible for performing proactive Responsible Gambling (RG) reviews followed by inbound or outbound contact with relevant customers, by telephone or other electronic means, to address potential Safer Gambling or Affordability concerns.
- You will handle sensitive customer information and interact with potentially vulnerable customers in a calm, professional, and empathetic manner.
- Contact customers to address any potential Safer Gambling or Affordability concerns.
- Perform RG reviews.
- Deliver outstanding customer service while encouraging the use of Safer Gambling tools.
- Seek source of funds clarifications/evidence where necessary.
- Use judgment and analysis to evaluate the customer responses and apply any appropriate controls to mitigate the risk promptly.
- 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.
- Share best practice with colleagues and provide ideas to improve processes.
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Our expectations of you
Qualifications
- Excellent written and verbal English.
- Fluent Dutch at business level.
- Ability to communicate sensitively and calmly, particularly with customers who may be distressed or angry.
- Sound knowledge of Safer Gambling customer tools.
- Track record in delivering high-quality work in a fast-paced environment.
- Practical application of policy directives.
- Must be detail oriented and analytical.
Experience
- Experience of handling sensitive customer information.
- Experience with Safer Gambling and AML policy requirements.
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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.
- Based in our Vienna office, you can expect to receive benefits like minimum salary €38,500.
- Annual Group Bonus Plan.
- Food vouchers – 136 EUR per month (working full time).
- Annual Holiday – 5 weeks per year, plus local public holidays.
- Additional 'It's Your Game' day off – 1 day.
- Entain & Enhance days – 2 paid days off to focus on your professional or personal development.
- Life Insurance / Personal Disability Insurance / Critical Illness Insurance.
- Hybrid working – 2+ days in the office.
- Sharesave Scheme.
- Paid subscription to the mental wellbeing app Unmind and the training portal Udemy.
- Referral Program.
- Amazing social events and EOY party.
- Special day(s) off: birth of child, marriage, moving household, etc.
- Special offers / reductions: pharmacy, Magenta, Erste Bank.
- 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.
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Benefits
Health, Fitness & Fun
- ⚽️Tabletop Soccer, etc.
- 🧠Mental Health Care
- 🚲Bicycle Parking Space
- ♿️No Physical Barriers
- 👩⚕️Company Doctor
- 🎳Team Events
- 🏋🏿♂️Fitness Offers
- 🧘♀️Massage, Yoga, etc.
Work-Life-Integration
- 😇Time for External Voluntary Work
- 🕺No Dresscode
- 🧳Relocation Support
- 🏠Home Office
- ⏰Flexible Working Hours
- ⏸Educational Leave/Sabbatical
- 🚌Excellent Traffic Connections
More net
- 👴🏻Company Retirement Provision
- 🛍Employee Discount
- 💵Bonus Payments
- 💰Bonus Commisions
- 🍰Employee Stock Option
Food & Drink
Topics that you deal with on the job
Job Locations
This is your employer
Entain Services Austria GmbH
Wien, Berlin
We are one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history – names such as Ladbrokes, partypoker, bwin and Coral!
Description
- Company Size
- 250+ Employees
- Founding year
- 1997
- Language
- German, English
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Sports, Leisure, Internet, IT, Telecommunication, Other Sectors
Dev Reviews
by devworkplaces.com
Total
(1 Review)3.8
Workingconditions
4.8Culture
3.7Engineering
3.1Career Growth
3.6
Customer Protection Contact Center Analyst
- Salary
- from 38.500 € Gross/YearNet salary converted from the gross salary in the job ad.from 28.693 € net/Year
- Location
- Vienna
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
