Analyst, Patron Complaints

BetMGM • Hybrid, NJ

4d • Hybrid

About The Position

The Analyst, Patron Complaints will ensure compliance through the development, implementation and monitoring of effective policies and procedures. This position is responsible for monitoring day-to-day regulatory complaints and ensuring that the Company’s online iGaming platform, online Sportsbook and retail Sportsbooks operations are compliant with the requirements of relevant state regulations, directives from state regulatory agencies, and the obligations of the land-based sportsbook in a particular state.

Requirements

• Bachelor's degree or equivalent practical experience preferred.
• 0–3 years of relevant experience in compliance, regulatory affairs, legal, audit, or a related field.
• Online or Land-based Casino/Sports Wagering experience preferred, but not required.
• Experience in report writing, document management, and/or research and analysis preferred.
• Exposure to reviewing, researching, and interpreting regulations, policies, or procedures is a plus.
• Strong written and verbal communication skills, with the ability to produce clear, concise, and accurate work product.
• Strong organizational skills and attention to detail, with the ability to manage multiple workstreams, trackers, and deadlines.
• Strong analytical mindset, with the ability to gather facts, identify issues, and contribute to problem-solving.
• Ability to work well under pressure in a fast-paced environment and to switch between competing priorities.
• Ability to work both independently within established procedures and collaboratively as part of a small, high-performing team.
• High level of personal initiative, accountability, and motivation to take ownership of assigned tasks.
• Openness to receiving and applying feedback as part of ongoing professional development.
• Good interpersonal skills, with the ability to build rapport and maintain cooperative working relationships with internal stakeholders.
• Professional, honest, and reliable.
• Basic proficiency in MS Word, Excel, PowerPoint, and MS Outlook required; familiarity with case management, project tracking, or AI-assisted productivity tools (e.g., Jira, Microsoft Copilot) a plus.
• Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship.
• At this time, this role is not eligible for immigration-related employment authorization sponsorship including H-1B, O-1, E-3, TN, OPT, etc.
• Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment.
• The licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.
• Candidates must comply with and support BetMGM's responsible gambling policies, procedures, and initiatives.

Nice To Haves

• Online or Land-based Casino/Sports Wagering experience preferred, but not required.
• Experience in report writing, document management, and/or research and analysis preferred.
• Exposure to reviewing, researching, and interpreting regulations, policies, or procedures is a plus.
• familiarity with case management, project tracking, or AI-assisted productivity tools (e.g., Jira, Microsoft Copilot) a plus.

Responsibilities

• Assist in the investigation, drafting, and submission of incident reports and related notifications to state regulatory agencies, in accordance with the requirements of each jurisdiction within which the Company operates.
• Support the intake, logging, and tracking of regulatory fines, citations, warning letters, and proposed civil penalties received from state regulatory agencies across all jurisdictions, ensuring each matter is promptly documented, calendared against response deadlines, and routed to the appropriate internal stakeholders for review.
• Maintain the team's centralized tracker of cross-jurisdictional fines and warnings, including status, response deadlines, amounts, underlying violations, and resolution, to provide Compliance leadership with accurate, real-time visibility into enforcement activity across states.
• Assist in the preparation of internal assessments for regulatory citations and proposed fines, including gathering context on related open matters in the same jurisdiction, compiling supporting facts, and helping to organize materials for cross-functional review by the Senior Manager, Legal, and relevant business stakeholders.
• Execute assigned tasks within established incident reporting procedures and practices, including the intake of potential incidents, gathering of relevant facts, coordination with subject matter experts, and drafting of incident report narratives for review.
• Maintain accurate records and documentation of incidents, investigations, fines, citations, and submissions in the team's central tracking tools, ensuring timeliness, completeness, and consistency of data.
• Support the monitoring of deadlines and regulatory response timelines, proactively flagging upcoming due dates and potential risks or roadblocks to the Senior Manager.
• Partner cross-functionally with stakeholders across Compliance, Legal, Trading, Responsible Gaming, Technology Governance, AML/Fraud, VIP, and other relevant business areas to gather information required to complete incident reports and fine/citation assessments.
• Assist in the continuous identification of opportunities to improve incident reporting and fine-tracking processes, including proposing enhancements to templates, intake forms, trackers, and standard operating procedures.
• Support the team in monitoring updates to online gaming and sports wagering regulations, and assist in assessing potential impacts on existing processes.
• Respond to inquiries and support requests from internal stakeholders regarding the status of open incidents, fines, and warnings, and related reporting obligations in assigned jurisdictions.
• Assist with the preparation of periodic reporting, metrics, and summaries for Compliance leadership concerning incident volumes, fine/warning trends, status, and resolutions.
• Support the team's efforts to incorporate technology, automation, and AI tools into the incident reporting and fine-tracking workflows, in alignment with the Company's broader efficiency and automation priorities.
• Build understanding of BetMGM's business operations, products, and regulatory landscape in order to contribute to decisions and day-to-day work with increasing effectiveness.
• Follow the Company's internal code of conduct, compliance, regulatory, and standard operating procedures, and monitor adherence to such procedures within assigned responsibilities.
• Performs other related duties as assigned by the Senior Manager of Compliance and Incident Reporting.

Benefits

• Medical, Dental, Vision, Life, and Disability Insurance
• 401(k) with company match
• Pre-tax spending accounts including health care FSA and commuter savings
• Flexible paid time off
• Professional development reimbursement and ongoing skills training opportunities
• Employee resource groups
• Swag, ticket giveaways, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree