About the role and why it’s unique:
- Collaborate closely with AML, Fraud, and Customer Service teams to identify and resolve escalated cases and issues related to Responsible Gaming concerns
- Facilitate the development of a responsible gaming culture by delivering top-notch customer support and adeptly navigating challenging decisions associated with promoting responsible gameplay
- Analyze and review complex documents and user play activity to investigate suspicious accounts
- Review and update ongoing monitoring reports, compliance logs, and alerts
- Maintain a high level of attention to detail and handle sensitive matters with confidentiality
Who you are:
- Proficient in communication skills to effectively engage with both team members and customers
- Adept at time management, capable of handling changing priorities, and a skilled multitasker dedicated to consistently delivering high-quality work across diverse tasks
- Skilled in analyzing complex documents and investigating suspicious accounts
- High attention to detail and capability to handle sensitive matters with confidentiality
Even better if you have:
- At least two years of customer service experience, a background in responsible gaming, or prior employment with another gaming operator
- A desire to help form and contribute to the continuous improvement of RG processes and systems
- Flexibility to work at least one weekend day during peak sporting seasons
- Experience with Intercom (or other ticketing processor systems)
- Strong working knowledge of Microsoft Excel and Word
Our targeted compensation rate for this position is between $70,000 and $85,000, depending on experience, plus equity. Think your skills are exceptional and warrant higher pay? Apply anyway! If we agree, we're willing to negotiate.
What we can offer you:
- Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)
- 16 weeks of fully paid parental leave
- A $500 home office allowance
- A connected virtual first culture with a highly engaged distributed workforce
- 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents