Position ID: DF.63B Customer Protection Officer Reports To: Customer Protection Team Manager Department: Customer Safety and Due Diligence Location: CEUTA Role Purpose: Involvement in Safer Gambling related topics to maintain compliance with 888 William Hill's social responsibility policies and all relevant regulatory requirements.
Accountabilities: Our industry is tightly regulated and it's an area of huge focus for us.
We acknowledge and embrace our compliance responsibilities as a licensed business by continuously reviewing our customers' activity to ensure that we meet our social responsibility and anti-money laundering requirements.
As a Customer Protection Officer, you will play a pivotal role by compiling risk and affordability profiles for our customers using open and paid sources.
You will be responsible for identifying, monitoring and customer interactions related to safer gambling, case management and enhanced due diligence, focusing on identifying potential risky behaviour and any AML concerns.
You will be advising our players on their levels of play and educating them on safer gambling matters.
You will be reporting to the Customer Protection Team Manager, and you will form key relationships with the following teams and colleagues: Head of Compliance Operations, AML, Account Managers, Fraud and Payment Teams and other internal departments.
Technical Skills Required: Fluent in written and spoken English.
Fluent in another language - Spanish.
Previous experience in the iGaming industry either in a customer support role, AML/CDD or safer gambling role.
Key Performance Indicators: Compiling risk and affordability profiles for higher risk customers using open and paid sources.
Reviewing the information that you gather and identifying safer gambling, affordability and money laundering concerns.
Ensure compliance with safer gambling and anti-money laundering legislative requirements.
Achieving high level of productivity and efficiency in all tasks.
Critically reviewing source of wealth/funds documentation and interacting with customers as required.
Completing other ad-hoc Safer Gambling, Affordability and CDD-related tasks.
Knowledge Skills Experience: Fluent in written and spoken English.
Fluent in another language - Spanish.
Passionate about safer gambling - having a mindset for prevention and protection of customers.
Keen interest in the psychology of addiction, regulatory and compliance knowledge.
An excellent attention to detail.
Exceptional time management and organisational skills.
A natural curiosity and a drive to find out more.
Ability to adhere to watertight processes and a drive to hit targets.
Ability to work within a team and build relationships with other departments and stakeholders.
Exceptional time management and organisational skills.
Ability to present information clearly and make appropriate recommendations.
Previous experience in the iGaming industry either in a customer support role, AML/CDD or safer gambling role, will be considered a strong asset.
Competencies: Clear thinking and problem-solving skills.
Responsible, driven and organised.
You are curious and enjoy investigating and evaluating information.
You are solution focused.
You have a great attention to detail.
Team player with a positive mindset.
Willingness to learn and go the extra mile.
Working Hours: 40 hours weekly, 1 hour paid lunch.
7-day shift pattern weekends included.
Note: Bank Holidays are considered normal working days.
Main Relationships: You will be reporting to the Customer Protection Team Manager, and you will form key relationships with the following teams and colleagues: Head of Compliance Operations, AML, Account Managers, Fraud and Payment Teams, and other internal departments.
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