Analyst - Responsible Gaming
About The Position
The Responsible Gaming Analyst is part of the Operations team and reports to the Director of Fraud. The role supports player protection by reviewing customer accounts and internal alerts for responsible gaming risk indicators, monitoring self-exclusion records, and taking account actions as needed. The analyst responds to escalated cases, communicates with players about responsible gaming concerns, and conducts risk assessments in accordance with internal policy, escalating cases to senior team members for approval. The position follows structured workflows and established procedures in a high-volume operational environment. The role is suited to a self-driven, motivated team player who can work efficiently in a fast-paced, changing, real-time environment. It requires strong customer service, attention to detail, empathy, and the ability to investigate player activity using established tools and templates. The schedule is shift-based and may include nights, weekends, and holidays. Hard Rock Digital describes its culture as customer-focused, curious, diverse, and inclusive. The company offers remote working, competitive pay and benefits, and the opportunity to contribute to decision-making for its casino brand.
Requirements
- Strong customer service skills, attention to detail, and empathy.
- Ability to investigate player activity using established tools and templates.
- Ability to work efficiently in a high-volume, real-time environment.
- Comfort working nights, weekends, and holidays in a shift-based schedule.
- Self-driven, self-motivated team player who can thrive in a fast-paced, ever-changing environment.
Nice To Haves
- Experience in Responsible Gaming, Problem Gambling Support, or Casino Operations.
- Passion for sports and gaming.
Responsibilities
- Review customer accounts and internal alerts for responsible gaming risk indicators.
- Monitor and manage self-exclusion records and perform account actions as needed.
- Respond to escalated responsible gaming cases from Customer Support or Operations.
- Conduct inbound and outbound communications to assist players with responsible gaming concerns.
- Perform risk assessments in line with internal policy and escalate cases to senior team members for approval.
- Follow structured workflows and established procedures to support player protection in a high-volume operational environment.
Benefits
- Competitive pay and benefits
- Remote working
- Opportunity to drive informed decision making for a best-in-class casino brand
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
