Safer Gambling Analyst

Hire Resolve's client, a next-generation betting platform, is searching for a Safer Gambling Analyst to join their team in Cape Town.

This part‑time role will support the Safer Gambling function within the compliance department across various shifts.

Responsibilities

• Engage with customers via email, chat, or outbound calls who may be at risk of or actively experiencing gambling‑related harm, taking appropriate action in line with legislation, procedures, and processes.
• Uphold and contribute to the development of internal policies and procedures aimed at preventing gambling‑related harm.
• Handle escalations and queries from the Player Success Team relating to operational compliance cases.
• Monitor customer communication channels/inboxes related to operational compliance to ensure SLA adherence and a frictionless user experience.
• Appropriately manage complaint cases arising during shift hours.
• Analyse customer accounts from a Safer Gambling and Anti‑Financial Crime perspective, based on internal reports or Player Success interactions.
• Escalate high‑risk cases as needed to ensure effective player protection.
• Recommend improvements to current Operational Compliance and Player Success processes.
• Collaborate with Safer Gambling Management and the Head of Operational Compliance to promote a culture of Safer Gambling and high‑quality customer service through compliance and awareness initiatives.

Qualifications

• Excellent oral, written, and verbal communication skills.
• Native or bilingual proficiency in written and spoken English (mandatory); additional languages are an advantage.
• Experienced in handling difficult conversations with customers while remaining calm and focused on objectives.
• Capable of collaborating with multiple stakeholders to make informed decisions regarding customer accounts.
• Strong attention to detail with the ability to quickly assess and respond to emerging cases.
• Able to perform well under pressure in a fast‑paced environment.
• Self‑motivated with the ability to work independently and as part of a team.
• Proven track record of delivering excellent customer service.

If you meet the above requirements and want to make a career‑changing move, apply today by emailing your CV to hospitality_careers@hireresolve.za.com or visit our website: www.hireresolve.co.za

#J-18808-Ljbffr