CPCC Analyst
Role Overview
The Customer Protection Contact Centre operates within Customer Services Operations and works closely with Customer Due Diligence to address gambling-related harm and financial crime risks.
The analyst engages customers through inbound and outbound calls, chats and other electronic channels, including sensitive interactions with potentially vulnerable customers.
Key Skills for This Role
Full Job Posting
Role overview
The Customer Protection Contact Centre operates within Customer Services Operations and works closely with Customer Due Diligence to address gambling-related harm and financial crime risks.
The analyst engages customers through inbound and outbound calls, chats and other electronic channels, including sensitive interactions with potentially vulnerable customers.
Main responsibilities
- Contact customers about potential safer gambling, affordability or financial crime concerns and handle inbound calls from customers identified as potentially at risk.
- Manage sensitive interactions, including suicide-related contacts, and transfer calls to GamCare when required.
- Provide customer service, encourage safer gambling tools or request Source of Funds documentation, assess risk and apply mitigation controls.
- Implement loss limits, deposit limits or account closures; maintain auditable records and handle customer data in line with privacy requirements.
- Follow Standard Operating Procedures and meet KPIs and SLAs.
- Share best practices, contribute process ideas, support wider Customer Service teams and complete ad hoc tasks.
Essential qualifications
- Excellent written and verbal English communication skills and strong Excel skills.
- Communicate calmly, sensitively and professionally with distressed or challenging customers; experience handling sensitive and confidential customer information.
- Strong understanding of Safer Gambling and Anti-Money Laundering policies and sound knowledge of Safer Gambling tools.
- Deliver high-quality work in a fast-paced and demanding environment.
Desirable qualifications
- Knowledge of Safer Gambling and AML regulatory requirements.
- Ability to identify potentially vulnerable customers using sound judgement and analysis.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Entain
StratOps Senior Associate
London, GBR
Company Description ----------------------- About Entain There's nothing like a career at Entain. We're a leading, global sports betting and gaming company and we're upping the excitement and increasing player safety. We
CPCC Team Manager
, GBR
Entain is seeking a CPCC Team Manager to lead customer protection analysts in a shift-based operation. The role owns team performance, coaching, coverage, complex case escalations and compliant customer interactions. Pro
Content Executive
Toronto, CAN
Entain recherche une personne pour créer et optimiser le contenu sportif et de jeux en ligne de ses marques canadiennes. Le poste combine gestion de modules Web, décisions fondées sur les données et coordination avec les
CPCC Team Manager
, GBR
Entain is seeking a manager to lead its Customer Protection Contact Centre team and safeguard customers through compliant inbound and outbound contact. The role requires at least one year leading teams in customer servic
CPCC Team Manager
, GBR
Entain is seeking a CPCC Team Manager to lead customer protection analysts in a shift-based operation. You will oversee team performance, 24/7 coverage, coaching, escalations and compliant customer interactions. Candidat
Head of Portfolio Strategy & Planning
, GBR
Entain seeks a portfolio strategy leader to shape UK&I investment and growth priorities. The role owns market sizing, forecasting, strategic planning and business cases, partnering with Marketing and Finance. Candidates
Head of Sportsbook Strategy
, GBR
Entain is seeking a Head of Sportsbook Strategy to shape the long-term direction and growth of its UK&I Sports business. The role requires deep knowledge of sports products and customer needs, strategy delivery experienc
StratOps Senior Associate
London, GBR
CPCC Team Manager
, GBR
Content Executive
Toronto, CAN
CPCC Team Manager
, GBR
CPCC Team Manager
, GBR
Head of Portfolio Strategy & Planning
, GBR
Head of Sportsbook Strategy
, GBR