Salary:
n/a
Location:
Manila
Vacancy Type:
Permanent
25 May 2021
Brand:
23 (Entain)
About The Role
Purpose of role

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the gambling space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

The Customer Due Diligence (CDD) Operations Department within Customer Services is responsible for conducting detailed investigations of UK Digital/Multi Channel customers to detect money laundering risks and potential vulnerable gamblers. These investigations are conducted to ensure that the customer can legitimately support their levels of play and are protected from gambling harm.

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.

You’ll be responsible for handling sensitive customer information and dealing with potentially vulnerable customers in a calm, professional and empathetic manner.

Key responsibilities

Main:
Contacting customers to address any potential Safer Gambling, Affordability or Financial Crime concerns.
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.

Occasional:
Share best practice with colleagues and provide ideas to improve processes.
to

Specialist skills and experience

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.

Desirable:

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

Achievement Drive
Works With others
About The Company

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experiences for our customers, revolutionising the space as we go. We’re specialists in safer gambling and the company that is at the forefront of responsibility.

Combining technology and entertainment to build products that push the boundaries, Entain is home to a global family of more than 25 well-known brands – names such as bwin, Ladbrokes, Coral, Gala, Betdaq, and many more. With a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

Diversity and inclusion at Entain

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of entertainment.

Our Culture As real as it gets

At Entain we're a diverse team, sharing a commitment to quality and success.

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and benefits package that we're extremely proud of.