Customer Protection Analyst with English - Sofia

As a Customer Protection Analyst at Entain, your main responsibilities will involve contacting customers to address Safer Gambling and Affordability concerns, performing proactive reviews, and ensuring that customers use the necessary gambling safety tools. You will also evaluate customer responses and implement appropriate risk management controls, while maintaining a clear audit trail of decision-making.

To qualify for the Customer Protection Analyst position at Entain, you should possess excellent written and verbal English skills, with any additional language being a plus. You need a solid understanding of Safer Gambling and AML policies, experience in handling sensitive customer information, and the ability to communicate calmly with distressed customers. An analytical mindset and organization skills are also essential.

Key skills for a Customer Protection Analyst at Entain include strong communication skills, both in writing and verbally, empathy for vulnerable customers, and the ability to manage sensitive information professionally. You should also be detail-oriented, analytical, self-motivated, and possess a thorough understanding of Safer Gambling tools and policies.

Customer Protection Analysts at Entain enjoy a variety of benefits, including hybrid working arrangements, a competitive salary, medical insurance, food vouchers, annual leave, and bonuses. Additionally, you’ll receive support for personal development, volunteering days, and even a ‘It’s Your Game Day’ off during the holiday season. It’s all about creating an environment where you feel valued and supported.

At Entain, Customer Protection Analysts are trained to handle sensitive information in strict accordance with data privacy regulations. You’ll be responsible for maintaining confidentiality while conducting your investigations, ensuring that customer data is managed securely and ethically throughout the process.

When speaking with a distressed customer, it’s important to remain calm and empathetic. Start by actively listening to their concerns without interrupting. Validate their feelings, then gently guide the conversation towards solutions. Show your willingness to help and ensure you provide clear information about the next steps.

Safer Gambling tools are resources designed to help customers manage their gaming activities responsibly. These can include setting deposit limits, establishing loss limits, and taking time-outs. As a Customer Protection Analyst, you would explain these tools to customers, encouraging them to utilize them for a healthier gambling experience while emphasizing the importance of responsible play.

To evaluate customer responses effectively during RG reviews, it’s crucial to ask open-ended questions that encourage detailed replies. Look for consistency in their responses and use your analytical skills to identify any discrepancies or signs of potential vulnerability. Document your findings thoroughly to support your decision-making.

Managing sensitive information requires thorough training and adherence to data privacy regulations. At Entain, you would ensure that all personal data is secured, only accessible by authorized personnel, and used strictly for the intended purpose. Regularly reviewing data handling protocols is also essential.

During my previous roles, I have gained valuable experience in handling sensitive customer information by following strict privacy protocols and compliance regulations. I’ve successfully managed data securely while conducting customer investigations and ensured transparency in my communication with clients about how their information is used.

The role of a Customer Protection Analyst is vital as it protects vulnerable customers from potential gambling harm. By identifying and addressing concerns proactively, we ensure a safer gambling environment, which not only benefits the individual but also strengthens the integrity and reputation of the gaming industry.

In my previous position, I faced a situation where a customer was upset over a recent gambling loss. I listened attentively, validated their feelings, and provided clear information on the resources available that could help them manage their gambling. The outcome was positive as the customer felt heard and supported.

To remain calm under pressure, I practice mindfulness techniques such as deep breathing and focusing on the present moment. I also prep myself mentally by anticipating potential issues and staying organized with my tasks. This approach allows me to handle stressful situations with professionalism.

I prioritize my work tasks by assessing their urgency and importance. I create a daily checklist to keep track of my responsibilities, ensuring I allocate sufficient time for each task. Staying organized and focused helps me to manage pressures effectively while delivering high-quality results.

I am driven by the desire to help people and create a positive impact. As a Customer Protection Analyst, the opportunity to ensure safe gambling practices while supporting customers in a responsible manner motivates me to perform at my best and continuously improve in my role.