Hybrid AML & Responsible Gaming Advisor – Office Based

at Torrero

• Job title: AML & Responsible Gaming Advisor – Office Based
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Tallinn, Estonia

About the role

• AML & Responsible Gaming Advisor helping players with responsible gaming issues in a dynamic iGaming environment. Collaborating closely with support teams to monitor gambling behaviours and compliance.

Responsibilities

• Provide support and guidance to players seeking assistance with responsible gaming concerns.
• Day-to-day handling of the modelling tool to identify players exhibiting behaviours that may indicate a gambling problem, including activity analysis, and basic source of funds/AML checks.
• Examine with fraudulent cases of the users and solve the issues accordingly.
• Proactively monitor and review players' accounts to identify potential “At Risk/Problem Gamblers” and ensure the appropriate level of interaction is conducted.
• Monitor various RG processes and procedures with the help of daily reports.
• Ensure that all Responsible gambling and AML cases are dealt with in a timely manner to provide customers with a quick and efficient dispute resolution service.
• If required, the urgent cases need to be addressed on weekends.
• Identify any gaps in processes or inflows and take necessary measures to fill in or create them if there are none.
• If required, create processes from the scratch or amend the current ones considering the processes that are already in place.
• Review/amend manuals and existing procedures, as related to RG and AML.
• Handle escalated/difficult queries and complaints as required to investigate and determine the most appropriate action to take.
• Develop and implement responsible gaming strategies and policies.
• Educate players and staff on responsible gaming principles and practices by creating and distributing educational materials.
• Work closely with the Customer Support, Compliance, and CRM teams to ensure responsible gaming standards are met.
• Prepare regular reports and presentations on responsible gaming activities and outcomes for management.
• Stay up-to-date with relevant laws and regulations related to responsible gaming.
• Prioritize incoming messages and workload to meet SLAs for completing cases.
• Ensure the company's compliance with all responsible gaming requirements.
• Undertake other reasonable duties as may be established from time to time by the department.

Requirements

• Experience in iGaming industry
• Strong understanding of responsible gaming and AML principles and practices
• Ability to handle sensitive and confidential information with discretion
• Knowledge of relevant gaming regulations and industry standards of the regulated markets
• Effective communication skills (verbal and written)
• Ability to communicate in a sensitive and calm manner, often when dealing distressed or angry customers
• High attention to details

Benefits

• Competitive salary
• Supportive and amicable colleagues
• Comfortable and pet friendly office
• Hybrid work option (Tallinn based)
• Amicable work environment and supportive team members
• Real career opportunities and professional growth
• The great team across the world
• The opportunity to work with challenging questions with leading professionals in an open and truly inspiring and innovative atmosphere
• A chance to take part in an exciting journey as the company grows and expands its business at a rapid pace