Junior Player Protection Analyst - Italian Market
- Greentube Malta Ltd.
- Birkirkara BKR
- Presence / Mobile
- Junior, Career start
- Customer service, hotline
- Fulltime
We are expanding our Player Protection team at Greentube and we’re looking for a motivated Junior Player Protection Analyst to help safeguard the well-being of our players in the Italian market. In this role, you’ll provide direct player protection and customer support to registered users across our various brands, ensuring our B2C business meets all regulatory requirements, especially those aimed at preventing gambling-related harm.
You will work closely with cross-functional teams to monitor, interact with, and evaluate player behaviour, contributing to a robust programme that protects vulnerable individuals and promotes responsible gaming.
Your tasks
- Report account issues and/or system issues to Player Protection Team Leader, Player Protection Senior Analysts and Player Protection Analysts.
- Respond enquiries and any referred customer communications in a timely manner.
- Assist with tasks for the Italian market and also in other jurisdictions such as Spain and Germany, when required.
- Assist Player Protection Team Leader and Player Protection Senior Analyst with ad hoc tasks and reviews as required.
- When required complete and attend internal and external training, workshops and working groups.
- Keep up to date with the Safer Gambling policies and to be fully conversant with signposted information applicable to individual customers.
- Successfully identify players that require Safer Gambling interactions and ensure the player receives an effective interaction.
- Support the Customer Support, Fraud Operations and AML Teams in successfully resolving player queries and account assessments.
- Deal with emails, chats & calls both inbound and outbound.
- Follow and adhere to the standard processes and guidelines as set by the business including our policies and procedures.
- Record all customer contact and notes accurately into our system and internal logs evaluate effectiveness of interactions.
- Build positive customer relationships through the use of personalised interactions.
- Meet Greentube and Customer Operations RMG standards, Player Protection KPI's and other service levels.
- Achieve a high level of productivity and efficiency in all responsible gaming tasks, including task related to our Spanish and German operations.
- Work on a shift basis
- Foster a positive and collaborative team spirit.
Your profile
- Fluent in written and spoken English and Italian.
- Previous experience in the iGaming industry or in a role supporting vulnerable individuals (e.g., helplines for addiction, social services, mental-health support, or similar) is strongly preferred.
- Committed to protecting players at risk.
- Knowledge of or willingness to learn, and keep abreast of responsible gambling legislation and associated requirements relevant to our operators IT, ES and DE.
- Team player and self-starter who is able to work on their own initiative, with a positive attitude.
- PC Literate, particularly with Word and Excel.
- Strong research and analytical skills.
- Excellent organisational abilities to prioritise tasks, manage time efficiently, and meet deadlines in a fast-paced environment.
- Driven to achieve individual and team objectives, maintaining high standards of performance and accountability.
- Strong problem solving skills with the ability to identify issues quickly, evaluate options, and implement effective solutions.
- Demonstrates good judgment and the ability to make thoughtful, well-informed decisions even under pressure.
- Flexible and open to new ideas, with the ability to adapt to evolving processes, technologies, and regulatory requirements.
- Understands the gaming industry landscape, regulatory obligations, and how player protection supports overall business success.
- Clear and confident communicator, able to convey information effectively in writing and verbally across different teams and cultures.
- Shows genuine care and understanding when interacting with players and colleagues, using strong soft skills to build trust and rapport.
- Maintains accuracy and thoroughness in monitoring, documentation, and reporting to ensure compliance and player safety.
- Ability to present information clearly and make appropriate recommendations.
Our offer
- Comprehensive Private Health Insurance - Enjoy full health coverage, including dental care and regular eye check-ups, to keep you in top shape.
- €300 Wellness & Home Office Allowance - Invest in your well-being or create the perfect work-from-home setup.
- €1,500 Annual Personal Development Budget - Advance your career with courses, certifications, and training of your choice.
- Hybrid Work Model - Maintain a healthy work-life balance with 2-3 days per week at the office and the flexibility to work from home the rest of the week.
- Work from Anywhere in Europe - After passing probation, enjoy the freedom to work remotely for up to three months per year from anywhere in Europe.
- Exciting Company Events & Team Building - Twice a year, we host major company events, plus regular team-building activities to keep things fun and engaging.
- Weekly Office Lunch - Enjoy a complimentary lunch once a week at the office, sourced from Malta’s best eateries.
- Unlimited Fresh Fruit & Drinks - Stay refreshed with a selection of healthy snacks, beverages, coffee, tea, and a fully stocked kitchen—including a cereal bar!
- Mental Health Support - Your well-being matters. Receive vouchers for one of Malta's top mental health clinics to support your mental health.
- Specialized e-Learning Platform - Gain exclusive access to iGaming-specific courses and training materials to enhance your expertise.
- On-Site Parking - Enjoy the convenience of dedicated on-site parking at our office. No stress, no searching, just drive in and get started with your day.
About Greentube Malta
Birkirkara, Malta
www.greentube.com
- Pippa Attard
- Senior Talent Acquisition Specialist
