Safer Gambling Analyst (Evenings & weekend work)

Salary: R25,000 per month

6-month fixed-term contract position

About Midnite

Midnite is a next-generation betting platform that is built for today’s fandom. We are a collective of engineers and designers who all share a passion for sports and gaming. We exist to bring fans closer to the games they love through the rush of winning money. 

Unlike the alternatives, Midnite doesn't feel like a website built two decades ago. Instead, it's a cutting-edge creation, designed and constructed from the ground up with the latest technologies. Crafting an experience that's truly intuitive, immersive, and immediately understandable is no walk in the park, but we thrive on the challenge. We believe we're on the brink of creating something truly awesome. 

About the role

We are looking for a Safer Gambling Analyst to join our Safer Gambling Team. This full-time role will support the Safer Gambling function within the compliance department across various shifts. You will work five days a week with the typical work hours scheduled between 10:00 am and 12:00 am SAST Monday through Sunday.

This role will be multi-disciplinary, with the main responsibility being Safer Gambling, as part of our commitment to helping reduce the likelihood of gambling-related harm amongst our customer base. You will be expected to learn basic level knowledge of our Anti-Financial Crime processes, and there will be opportunities to multi-skill and gain more in-depth knowledge of other Compliance functions.

Responsibilities 

• Engaging with customers via email, chat or outbound phone call who may be at risk of/actively experiencing gambling-related harm and taking action where appropriate in line with current legislation, procedures and processes.
• Uphold and add to the current internal policies and procedures in place to help prevent the onset of gambling-related harm.

• Dealing with escalations and queries sent by the Player Success Team regarding operational compliance processes/cases. 
• Monitoring the various customer communication channels/inboxes related to operational compliance ensures SLA is adhered to, and the user experience is as frictionless as possible. 
• Appropriately handling complaint cases that arise whilst on shift. 
• Analysing customer accounts from a Safer Gambling and Anti-Financial Crime perspective, flagged through our internal reporting system or picked up through Player Success interactions. 
• Escalating cases where necessary to ensure player protection is safeguarded. 
• Recommending changes or amendments to our current Operational Compliance and Player Success processes.
• Work closely with the Safer Gambling Management and Head of Operational Compliance to instil a culture of Safer Gambling and excellent Customer Service through promoting compliance and awareness.

About you 

• Have excellent oral, written and verbal communication skills.
• Fluent in native or bilingual proficiency in written and spoken English is mandatory.
• Minimum of one year experience in either Safer Gambling, Anti-Money Laundering or VIP.
• Experience with calling customers.
• Experience with having difficult conversations with customers whilst remaining calm and objective-focused.
• Ability to work with a number of stakeholders within the business to reach an appropriate decision regarding customer accounts. 
• Attention to detail with the ability to quickly assess and address cases as they arise.
• Ability to work well under pressure in a fast-paced environment.
• Self-motivated with the ability to work well independently or as part of a team.   
• Previous experience in delivering excellent customer service.

Desirables

These are things which are not essential but may help you to adapt quickly to our working environment and ultimately to succeed.

• Experience in dealing with a regulated market in the iGaming industry or a similarly strict regulated industry would be beneficial.
• Previous experience dealing with “Know Your Customer” KYC processes is desirable but not essential.
• Due to the difficult nature of some of our calls, a background in a call centre or sales environment with experience working with customers to reach a mutually beneficial outcome may be beneficial.

Working with us

• You’ll have a key role in which you'll be integral to our company culture and help shape the direction.
• Join our frequent company-wide gatherings and game nights that draw our community closer together.
• Enjoy 33 paid holidays a year.