CPCC Analyst

CPCC Analyst 6 days ago Be among the first 25 applicants Direct message the job poster from BetMGM Job Description As a CPCC Analyst you will be responsible for inbound and outbound contact of customers, by telephone or other electronic means, in order to address potential Safer Gambling, Affordability or Financial Crime concerns. Reporting to the CPCC Team Manager you will be part of the CPCC Team Manila. Are you ready to launch a winning career? What you will do Speak with customers who request to reactivate their accounts from exclusion and conduct thorough reviews before denying or approving their reopening request. Process ad hoc tasks subject to business needs. Contact customers to transfer or address any potential Safer Gambling, Affordability or Financial Crime concerns. Receive inbound calls and chats for customers who are potentially at risk. Deliver outstanding customer service while encouraging the use of Safer Gambling tools or seeking Source of Funds evidence. Use judgement and analysis to evaluate the customer responses and apply any appropriate controls to mitigate the risk in a timely manner. Ensure all necessary actions are taken (e.g., loss limits, deposit limits, account closure) and maintain a clearly documented audit trail of decision making. Handle sensitive information in line with data privacy requirements. Correspond all contacts as per Standard Operating Procedures (SOPs). Meet KPI/SLA’s as determined by management. Share best practice with colleagues and provide ideas to improve processes. Support CS Teams. Qualifications Essential Excellent written and verbal English. Ability to communicate sensitively and calmly, particularly with customers who may be distressed or angry. Experience of handling sensitive, confidential customer information. Thorough understanding of Safer Gambling and AML policy requirements. Sound knowledge of Safer Gambling customer tools. Proven track record in delivering high quality work in a fast‑paced, challenging environment. Confidence to interact with customers through a variety of communication methods including voice, email and live chat with the ability to multi‑task. Able to work on a rotating schedule. Desirable Knowledge of Safer Gambling and AML regulations. Evidence of sound judgement and analysis to identify potentially vulnerable customers. Additional Information 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. Depending on your role and location, you can expect to receive benefits like: Healthcare Support Great development opportunities. Wellbeing support, and so much more. And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team and be part of an inclusive community where everyone is celebrated for being themselves. Should you need any adjustments or accommodations to the recruitment process, please contact us. We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally. #J-18808-Ljbffr