Player Protection Analyst - German market
If you're passionate about Player Protection, analytical with a compassionate approach to customers - this could be the perfect role for you!
Sounds interesting? Apply now!
Your tasks
- Report account issues and/or system issues to Player Protection Team Leader.
- Respond enquiries and any referred customer communications in a timely manner.
- Assist with tasks for the German market and also in other jurisdictions such as Spain and Italy, when required.
- Assist Player Protection Team Leader 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 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 CMs 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.
- Achieving a high level of productivity and efficiency in all responsible gaming tasks, including task related to our German, Spanish and Italian operations.
- Working on a shift basis.
Your profile
- Fluent in written and spoken English and German.
- 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 DE, ES and IT.
- Team player and self-starter who is able to work on their own initiative, with a positive attitude.
- Excellent communication manner.
- PC Literate, particularly with Word and Excel.
- Strong Research and analytical skills.
- A good practitioner of time management.
- Ability to present information clearly and make appropriate recommendations.
Our offer
- Private Health Insurance, including dental & eye check ups.
- 300 EUR Wellness/Working from Home Allowance.
- Allocated Personal Development budget per year (1,500 EUR).
- Hybrid setup – flexible work from home policy with 2-3 days per week working from the office.
- Remote working policy - allows employees to work abroad for up to three months per year in a country of their choice (applicable upon passing probation and limited to Europe).
- 2 big company events per year with smaller events and team building activities happening throughout the year.
- Weekly catering at the office.
- Free Fruit & Drinks at the office.
- Mental Health Counseling/Therapy Support.
- Online e-learning with iGaming specific topics and material.
About Greentube Malta
Birkirkara, Malta
www.greentube.com
