CPCC Analyst - Remote

Overview

As a CPCC Analyst, you will be responsible for inbound and outbound contact of customers, addressing potential Safer Gambling, Affordability, or Financial Crime concerns.

In Short

• Handle customer requests to reactivate accounts from exclusion.
• Process ad hoc tasks as needed.
• Contact customers regarding Safer Gambling and financial concerns.
• Receive inbound calls and chats for at-risk customers.
• Deliver outstanding customer service and encourage Safer Gambling tools.
• Evaluate customer responses and apply risk controls.
• Document decision-making processes clearly.
• Handle sensitive information in compliance with data privacy laws.
• Meet performance KPIs and SLAs set by management.
• Share best practices and support CS teams.

Requirements

• Excellent written and verbal English skills.
• Ability to communicate sensitively with distressed customers.
• Experience handling confidential customer information.
• Understanding of Safer Gambling and AML policies.
• Knowledge of Safer Gambling customer tools.
• Proven track record in a fast-paced environment.
• Confidence in multi-channel customer interaction.
• Able to work on a rotating schedule.
• Knowledge of Safer Gambling and AML regulations is a plus.
• Sound judgement to identify vulnerable customers.

Benefits

• Healthcare support.
• Development opportunities.
• Wellbeing support.
• Recognition and rewards for performance.
• Inclusive and supportive work environment.