Customer Protection Officer

**CE**

***

**Position ID: DF.63B**

**Customer Protection Officer**:
**Reports To**: Customer Protection Team Manager

**Department**: Customer Safety and Due Diligence

**Location**: CEUTA

Role Purpose: Involvement in Safer Gambling related topics to maintain compliance with 888 William Hill’s social responsibility policies and all relevant regulatory requirements.

**Accountabilities**:
Our industry is tightly regulated and it’s an area of huge focus for us. We acknowledge and embrace our compliance responsibilities as a licensed business by continuously reviewing our customers' activity to ensure that we meet our social responsibility and anti-money laundering requirements. As a Customer Protection Officer, you will play a pivotal role by compiling risk and affordability profiles for our customers using open and paid sources. You will be responsible for identifying, monitoring and customer interactions related to safer gambling, case management and enhanced due diligence, focusing on identifying potential risky behaviour and any AML concerns. You will be advising our players on their levels of play and educating them on safer gambling matters.

You will be reporting to the Customer Protection Team Manager, and you will form key relationships with the following teams and colleagues: Head of Compliance Operations, AML, Account Managers, Fraud and Payment Teams and other internal departments.

**Technical Skills Required**:
Fluent in written and spoken English.

Fluent in another language - Spanish

Previous experience in the iGaming industry either in a customer support role, AML/CDD or safer gambling role.

**Key Performance Indicators**:
Compiling risk and affordability profiles for higher risk customers using open and paid sources

Reviewing the information that you gather and identifying safer gambling, affordability and money laundering concerns

Ensure compliance with safer gambling and anti-money laundering legislative requirements

Achieving high level of productivity and efficiency in all tasks

Critically reviewing source of wealth/funds documentation and interacting with customers as required

Completing other ad-hoc Safer Gambling, Affordability and CDD-related tasks.

**Knowledge Skills & Experience**:
Fluent in written and spoken English.

Fluent in another language - Spanish

Passionate about safer gambling - having a mindset for prevention and protection of customers

Keen interest in the psychology of addiction, regulatory and compliance knowledge

An excellent attention to detail

Exceptional time management and organisational skills

A natural curiosity and a drive to find out more

Ability to adhere to watertight processes and a drive to hit targets

Ability to work within a team and build relationships with other departments and stakeholders

Exceptional time management and organisational skills

Ability to present information clearly and make appropriate recommendations

Previous experience in the iGaming industry either in a customer support role, AML/CDD or safer gambling role, will be considered a strong asset

**Competencies**:
Clear thinking and problem-solving skills

Responsible, driven and organised

You are curious and enjoy investigating and evaluating information

You are solution focused

You have a great attention to detail

Team player with a positive mindset

Willingness to learn and go the extra mile

**Working Hours**:
40 hours weekly, 1 hour paid lunch.

7-day shift pattern weekends included

Note: Bank Holidays are considered normal working days.

**Main Relationships**:
You will be reporting to the Customer Protection Team Manager, and you will form key relationships with the following teams and colleagues:
Head of Compliance Operations

AML

Account Managers

Fraud and Payment Teams

other internal departments.