About the company
Easygo is the Australian powerhouse behind some of the world’s fastest growing online brands including Kick and Stake At Easygo we proudly stand as a prominent service provider to a powerhouse of brands within the iGaming industry, including Stake.com, Kick.com and Twist Gaming. Stake is the world's largest crypto casino, and leads the industry with a seamless online casino and sportsbook experience. Level up your online entertainment with Kick.com, the vibrant live streaming platform, which connects millions of gamers and content creators worldwide. All alongside the innovative game design studio, Twist Gaming, which takes creativity to new heights by crafting cutting-edge and captivating games. Our commitment to placing our clients and their communities' entertainment at the forefront of everything we do, has solidified us as the ultimate online service provider for entertainment companies.
Job Summary
Role and Responsibilities
📍As a Customer Welfare Analyst, your role will encompass a wide range of responsibilities, including but not limited to: 📍Compliance & Safer Gambling Processes: Assisting with compliance and safer gambling direction to all relevant stakeholders across LATAM markets and / or in accordance with organization needs. 📍Compliance Audits: Assist with compliance audits where required 📍Training and Knowledge Transfer: Assist with training relevant stakeholders on an adhoc basis 📍Compliance and Risk Analysis: Conducting behavioural analysis and risk interventions in line with internal processes 📍Communication: Conducting high risk telephonic calls to customers experiencing effects of gambling harms and / or in severe cases, customers threatening self-harm (suicide). In addition, utilizing all mediums of communication where required, in line with risk management policy. 📍Reporting: Compiling trend analysis feedback to Customer Welfare Manager 📍Ahoc: Escalations and queries pertaining to safer gambling 📍Affordability: Conduct risk assessments for Affordability reviews 📍Stakeholder collaboration: Work together with AML & Account Management teams ensuring due diligence is carried out 📍IT Operational: Ensuring critical IT operational issues are raised in a timeous manner 📍Operational: In line with regulatory requirements, operating in an environment that requires 24/7 coverage 📍Translations: Conducting Safer Gambling Translations on an adhoc basis
Work experience and skills
📍Minimum 6 months experience in a Customer Welfare / Responsible Gambling role 📍Experience working in LATAM markets within iGaming is advantageous (Colombia, Mexico, Brazil etc.) 📍Experience in dealing with customers on all communication mediums in English and Spanish (call, email, sms) 📍Ability to create and drive compliance culture 📍Experience dealing with vulnerable individuals 📍Excellent communication and collaboration skills, with the ability to work cross-functionally with other teams and departments 📍Experience of handling sensitive, confidential customer information 📍Thorough understanding of Safer Gambling policy requirements 📍Sound knowledge of Safer Gambling customer tools 📍Proven track record in delivering high quality work in a fast-paced, challenging environment.
