Job Description

About the project:

You'll be working in a small and dynamic team, closely with our Support team as well as providing strategic input to our AML and Responsible Gambling Program. In order to develop appropriate interventions, you will constantly strive to improve and refine the profiling of potentially risky behaviour of the users. The aim is to limit potentially damaging behaviours by identifying trends and patterns in data and reports.

How often can you say that your work directly affects a company's business? At Torrero, you’ll say it often. Join us and define tomorrow.If you like a fast-paced and dynamic environment, working with industry experts, and enthusiastic mindsets, you'll enjoy your career with us!

Your key responsibilities will include:

Provide support and guidance to players seeking assistance with responsible gaming concerns
Review and investigate alerts that indicate potential AML or RG risks and take appropriate remediation action
Proactively monitor and review players' accounts to identify potential “At Risk/Problem Gamblers” and ensure the appropriate level of interaction is conducted
Ensure that all AML and RG cases are dealt with in a timely manner to provide customers with a quick and efficient dispute resolution service. If required, the urgent cases need to be addressed on weekend
Identify any gaps in processes or inflows and take necessary measures to fill in or create them if there are none
Develop and maintain AML and RG policies and procedures
Handle escalated/difficult queries and complaints as required to investigate and determine the most appropriate action to take
Preparation of AML and RG training materials and provision of training to relevant teams
Work closely with the Customer Support, Compliance, and CRM teams to ensure responsible gaming standards are met
Prepare regular reports and presentations on responsible gaming activities and outcomes for management
Stay up-to-date with relevant laws and regulations related to responsible gaming
Ensure the company's compliance with all responsible gaming requirements
Undertake other reasonable duties as may be established from time to time by the department

Requirements

Experience in iGaming industry
Strong understanding of responsible gaming and AML principles and practices
Ability to handle sensitive and confidential information with discretion
Knowledge of relevant gaming regulations and industry standards of the regulated markets
Effective communication skills (verbal and written)
Ability to communicate in a sensitive and calm manner, often when dealing distressed or angry customers
High attention to details