CPCC Analyst

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

As a CPCC Analyst you will be responsible for inbound and outbound contact of customers, by telephone or other electronic means, in order to address potential Safer Gambling, Affordability or Financial Crime concerns. 

Reporting to the CPCC Team Manager you will be part of the CPCC Team Manila. 

Are you ready to launch a winning career?

What you will do:

Main:

• Speaking with customers who request to reactivate their accounts from exclusion and conduct thorough reviews before denying or approving their reopening request.
• Processing ad hoc tasks subject to Business Needs.
• Contacting customers to transfer or address any potential Safer Gambling, Affordability or Financial Crime concerns.
• Receiving inbound calls and chats for customers who are potentially at risk.
• Deliver outstanding customer service while encouraging the use of Safer Gambling tools or seeking Source of Funds 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.
• Correspond all contacts as per Standard Operating Procedures (SOPs).
• Meet KPI /SLA’s as determined by the management.

Occasional:

• Share best practice with colleagues and provide ideas to improve processes.
• Support CS Teams.

Qualifications

Who you are

Essential:

• 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.
• Thorough understanding of Safer Gambling and AML policy requirements.
• Sound knowledge of Safer Gambling customer tools.
• Proven track record in delivering high quality work in a fast-paced, challenging environment.
• Confidence to interact with customers through a variety of communication methods including voice, email and live chat with the ability to multi-task
• Able to work on a rotating schedule

Desirable:

• Knowledge of Safer Gambling and AML regulations.
• Evidence of sound judgement and analysis to identify potentially vulnerable customers.

Additional Information

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.

Depending on your role and location, you can expect to receive benefits like:

• Healthcare Support 
• Great development opportunities.  
• Wellbeing support, and so much more. 

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.  

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

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.