Customer Verification Administrator - Sheffield

Sheffield, South Yorkshire
20 Sep 2019
18 Oct 2019
Full Time

Customer Verification Administrator - Sheffield

Permanent, Shift based 

Reports To / Line Manager: Digital Verification Manager

Job Purpose

Using various techniques (both open source & direct customer interactions), create rounded view of individual customer’s activity and background to support regular review of business relationships

You will be responsible for ensuring that high value digital customers are investigated and managed in relation to current legislative requirements under the Proceeds of Crime Act alongside adherence to responsible gaming guidelines and UK Gambling Commission regulations and guidelines

Main Accountabilities and Responsibilities

  • Support CV Manager in matters relating to responsible gambling, verification checks and anti-money laundering for both digital and cross-channel high value customers
  • Using various techniques (both open source & direct customer interactions), create rounded view of individual customers activity and background to support regular management review of business relationships
  • Identify customers whose play/activity may give rise to concern that they have problem gambling issues
  • Identify customers who maybe playing with illicit funds or engaged in money laundering
  • Use data and information to support identification of customers that maybe of concern
  • Liaise with customers using various contact methods such as inbound and outbound phone calls, emails and any other method deemed acceptable by the Verification Manager
  • Investigate ‘at risk’ high value customers to ascertain their source of funding – extending to both digital and retail spend where appropriate
  • Liaise and consult with CV Manager regarding individual cases and high value customers who pose a risk
  • Make recommendations to CV Manager regarding account management for ‘at risk’ customers
  • Consult and liaise with colleagues to ensure best practice across the team and with high value customers
  • Consult and liaise with Validation team in Maidenhead for any high value players account reviews and provide on-going recommendations
  • Collaborate with retail stakeholders and VIP team as required for high value cross-channel customers
  • Prepare and produce reports and documentation as needed for CV Manager and stakeholders
  • Keep up to date with relevant legislation and requirements within the gambling industry
  • Attend training and courses as needed and ensure dissemination of advice / guidance / process to stakeholders / CV team as needed

Knowledge, Expertise and Qualifications

  • Investigative experience
  • Knowledge of customer servicing and retention
  • Experience of managing and looking after high end clientele
  • Understanding of the gaming industry is desirable
  • Awareness of legislation including the Gambling Act 2005, Money Laundering Regulations 2007
  • Proficiency with Microsoft Office Suite

Personal Qualities

  • Excellent communication and interpersonal skills with customers
  • Ability to adapt communication style
  • Inquisitive / questioning mind
  • Attention to detail and data / information
  • Ability to make robust decisions and recommendations
  • Excellent time management and organisational skills
  • Tenacious with can do attitude