Job Description, Responsibilities & Requirements
About the Position
Customer Protection Analyst German Speaking (m/f/d)
Join Entain's Customer Protection International team in Vienna as a German-speaking Customer Protection Analyst, focusing on safeguarding vulnerable gamblers and ensuring compliance with Safer Gambling and AML policies.
Responsibilities
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Main:
- Contacting customers to address any potential Safer Gambling or Affordability concerns.
- Performing Responsible Gambling (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, account closure and maintain a clearly documented audit trail of decision making.
- Handle sensitive information in line with data privacy requirements.
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Occasional:
- Share best practice with colleagues and provide ideas to improve processes.
Requirements
- Fluent German at business level
- Excellent written and verbal English
- Ability to communicate sensitively and calmly, particularly with customers who may be distressed or angry
- Experience of handling sensitive, confidential customer information
- Understanding of Safer Gambling and AML policy requirements
- Knowledge of Safer Gambling customer tools
- Proven track record in delivering high-quality work in a fast-paced, challenging environment
- Practical application of policy directives
- Self-motivated, organized, and highly efficient personality
- Must be detail orientated and analytical
- Ability to examine problems and strategize for solutions
We Offer
- Minimum salary: €38,500 per year
- 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
About the Company
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.
At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated. We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.
Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.
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