Player Protection Analyst

Join Us in the Land of Happiness!

At our Gibraltar-based Lotto company, people come first. Belonging, impact, and purpose drive our success. We invest in personal growth, offering a unique work environment. With 15 markets, 400+ employees, and 20 million customers worldwide, we're where you belong. Experience extraordinary growth with us.

Lottoland empowers both customers and employees. 2018, we paid out €90 million, a Guinness World Record. Now, we're enabling bigger dreams through meaningful actions. Our open culture fosters genuine connections, resilience, and ownership. Your values matter as much as your skills. This is your extraordinary chance. Find purpose and meaning in a one-of-a-kind Land. We bet on you!

What you will do:

• Conduct proactive outbound phone calls to players identified as at risk for gambling-related harm​.
• Assess player activity to check affordability levels for their gambling​.
• Review source of funds documentation to either approve or identify unusual activity in line with AML Regulations​.
• Conduct inbound phone calls or handle inbound emails for players wishing to return from self-exclusion, to ensure that players are able to return safely to gambling. ​
• Respond to player queries and provide accurate information on safer gambling tools, self-exclusion options, affordability, and documents required to complete AML processes.
•  ​Be the escalation point for all Customer Operations teams in regard to player protection queries to help resolve queries or incidents. ​
• Take end to end ownership of the player contact, by making decisions regarding the account such as imposing limits, applying account restrictions, or approving to continue to next natural trigger.​
• Record and document all player interactions accurately and comprehensively for audit purposes.​
• Coach and support new starters to handle player queries via phone, email and chat on a range of player protection topics to the highest quality standard​​.
• Maintain a close working relationship with the wider Customer Operations teams and work to improve our player experience accordingly​.
• Be professional in the office​.
• Raise any training needs you have and take ownership of your ongoing development .​
• Work as a team to achieve all OKRs set, share workloads fairly and communicate efficiently as a team to meet expectations​.
• Raise SARs with the Lottoland MLRO, identifying individual player suspicion and group trends. ​
• Follow the Standard Operating Procedures in line with policy and regulatory requirements.​
• Adapt and adhere to changes in procedures to ensure the team works to the one agreed process at all times​.
• Identify areas of development within our processes and proactively create briefs to improve them.
• Adhere to all standard operating procedures in place and escalate any changes to the Knowledge Base.​
• Protect our players at all times, ensuring that every customer who is contacted via Phone or email is handled with care and has tools in place to positively manage their gambling. ​
• Model our core values and behaviours, leading by example and proactively addressing concerning behaviour under the GROW framework.​
• Adhere to all standard operating procedures in place and escalate any changes to the Knowledge Base​.
• Adhere to the formal Complaints procedure and support players through this process at Level 2.

Who you are:

• You have player focused attitude.
• Care about player experience.
• Take ownership of tasks from start to finish.
• Provide high quality of phone call service.
• You have strong team ethic - working with multiple teams.
• Compassionate towards player circumstances.
• You have ideally AML or SG experience already.

What's in it for you: 

• Competitive salary and performance-based bonuses.
• 37 days off, including holidays and flexible public holiday options.
• Tailored relocation packages.
• Flexible working.
• Career progression and coaching.
• Mental health support.
• Inclusive environment.
• Exciting team events.
• Premium Healthcare.
• Subsidised gym membership.
• Fresh fruit and refreshments.

Why Choose Lottoland:

• Flexibility, inclusion, and common purpose.
• Supportive growth and deeper connections.
• Genuine collaboration and ownership.
• Values-driven success.
• Embrace Gibraltar's sun-soaked lifestyle.

Our Culture:

• Innovation thrives here.
• Passion is celebrated.
• Customer focus drives us.
• Empowerment meets accountability.
• Grit and integrity are vital.

Join Lottoland - where innovation meets purpose. Explore more at www.lottolandcorporate.com. Your unique journey starts now.

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