Full-Time CPCC Analyst

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.

What you will do:

1. Speaking with customers who request to reactivate their accounts from exclusion and conduct thorough reviews before denying or approving their reopening request.
2. Processing ad hoc tasks subject to Business Needs.
3. Contacting customers to transfer or address any potential Safer Gambling, Affordability or Financial Crime concerns.
4. Receiving inbound calls and chats for customers who are potentially at risk.
5. Deliver outstanding customer service while encouraging the use of Safer Gambling tools or seeking Source of Funds evidence.
6. Use judgment and analysis to evaluate the customer responses and apply any appropriate controls to mitigate the risk in a timely manner.
7. Ensure all necessary actions are taken e.g. loss limits, deposit limits, account closure and maintain a clearly documented audit trail of decision making.
8. Handle sensitive information in line with data privacy requirements.
9. Correspond all contacts as per Standard Operating Procedures (SOPs).
10. Meet KPI /SLA’s as determined by the management.

Occasional:

• Share best practice with colleagues and provide ideas to improve processes.
• Support CS Teams.

Who you are

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 judgment and analysis to identify potentially vulnerable customers.

What is the last date for applying to the job?

Which countries are accepted for this remote job?