Customer Protection Contact Center Analyst Dutch and English

Sports betting, gaming and interactive entertainment is changing, and we're leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it's your game. So let's win together. Our Customer Protection International team, within our Customer Support function, conducts detailed investigations of International customer activity to detect potential vulnerable gamblers and works in close collaboration with our AML team, amongst others. These investigations are conducted to ensure that the customer can legitimately support their levels of play and are protected from gambling harm. You will be responsible for performing proactive Responsible Gambling (RG) reviews followed by inbound or outbound contact with relevant customers, by telephone or other electronic means, to address potential Safer Gambling or Affordability concerns. You'll handle sensitive customer information and interact with potentially vulnerable customers in a calm, professional and empathetic manner. Main responsibilities: Contact customers to address any potential Safer Gambling or Affordability concerns. Perform RG reviews Deliver outstanding customer service while encouraging the use of Safer Gambling tools Seek Source of Funds clarifications/evidence where necessary. Use judgement and analysis to evaluate the customer responses and apply any appropriate controls to mitigate the risk promptly. Ensure all necessary actions are taken e.g. loss limits, deposit limits, account closure and maintain a documented audit trail of decision-making. Handle sensitive information in line with data privacy requirements. Occasional: Share best practice with colleagues and provide ideas to improve processes. Excellent written and verbal English. Fluent Dutch at business level; Ability to communicate sensitively and calmly, particularly with customers who may be distressed or angry. Experience of handling sensitive customer information. Experience with Safer Gambling and AML policy requirements. Sound knowledge of Safer Gambling customer tools. Track record in delivering high-quality work in a fast-paced environment. Practical application of policy directives. Must be detail orientated and analytical. At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning. Based in our Sofia office, you can expect to receive benefits like: Hybrid working (2 days per week in the office) and enjoy August fully remote from anywhere in Bulgaria Group bonus scheme Christmas bonus Share Save scheme Personal Medical Insurance Food Vouchers for €100 per month 25 days of annual leave plus all local public holidays Personal development leave (2 additional days) Volunteering (2 additional days) Additional "It's Your Game Day" off to use in December or January Multi-Sport Card (Self Contribution) Free subscription to wellbeing app Unmind Transport and utilities support Life Insurance And outside of this, you'll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves. Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us. #LI-Hybrid Equal Opportunities. If you need any reasonable adjustments at any stage of the recruitment process, please contact us and we'll support you. We're committed to creating a diverse, equitable and inclusive workplace where everyone feels valued, respected and able to be themselves. We're an equal opportunities employer. We welcome applications from everyone and we do not discriminate based on race, colour, nationality, ethnic or national origin, religion or belief, sex, gender identity or expression, sexual orientation, age, disability, marital or civil partnership status, pregnancy or maternity, or any other status protected by law. We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.