Customer Verification Administrator

Job Description

Company Description

Rank Interactive, part of Rank Group which own/operates Grosvenor, a leading Casino operator in the UK and our venues offer the very best quality gaming and leisure experience in an environment committed to safer gambling. We aim to excite and entertain all our customers giving them a memorable experience they will want to return for.

Our casinos are an exciting and rewarding place to work with roles across all aspects of gaming and customer service with opportunities to develop your existing skills and learn new ones. If you want to build a career in casinos that’s fine with us; as the largest operator in the UK, we have lots of opportunity and structured development programmes.

At Grosvenor we are a ²⁴⁄₇ operation committed to safer gambling for our customers and building and inclusive, diverse and engaged team.

Job Description

Rank Interactive, part of Rank Group which own/operates Grosvenor, a leading Casino operator in the UK is looking for a Customer Verification Administrator to join our Customer Verification Team.

As a Customer Verification Administrator, you’ll be responsible for researching and publishing data via Open Source to create a rounded view of individual customer’s background to support regular reviews of business relationships. You will be responsible for ensuring that your report provides relevant data to ensure that the Customer Verification Analysts can then build a quality risk assessment based on Safer Gambling, Affordability and Money Laundering risk factors. You’ll also be responsible for reviewing and processing reinstatement requests from customers while being aligned with internal processes and regulatory requirements.

Main Accountabilities and Responsibilities

The impact of your role is significant, as it directly influences the efficient execution of our Safer Gambling & Player Protection strategy. Your responsibilities will include but not exhaustive of:

• Research and publish detailed OSINT information along with reports from 3rd party suppliers as needed for the Customer Verification Team Lead, Customer Verification Team Analysts and stakeholders.
• Ensure OSINT information is published in a timely, detailed, accurate and thorough manner.
• Support the Customer Verification Team Lead and Customer Verification Analysts in matters relating to safer gambling, affordability and anti-money laundering.
• Utilise OSINT and 3rd party platforms to analyse individual customer background to support regular management review of business relationships.
• Identify customers whose OSINT information combined with player data may give rise to problem gambling, affordability or money laundering concerns.
• Liaise and consult with the Customer Verification Team Leads and Customer Verification Analysts regarding individual cases and higher risk customers.
• Consult and liaise with colleagues to ensure best practice across the team.
• Collaborate with digital and retail stakeholders and HVC team as required for high value or cross-channel customers.
• Review and process in a timely and accurate manner reinstatement requests from customers.
• Review customer information and escalate any identified risks where appropriate.
• Ensure the timely application of barrings and exclusions identified through the SENSE and BISES platform.
• Review for accuracy and escalate any discrepancies to different stakeholders where appropriate.
• Keep up to date with relevant legislations and requirements within the gambling industry.

Qualifications

• Able to effectively manage time in a high caseload environment, prioritise accordingly and deliver in a timely manner.
• Has strong report-writing, verbal communication, data entry and comprehensive record keeping ability.
• Show accuracy and attention to detail.
• Have good analytical skills with an aptitude for investigation.
• Ability to show initiative, ingenuity and an inquisitive nature, with good perception and awareness for recognising and identifying red flags or promising lines of investigation.
• Have excellent communication and interpersonal skills.
• A good working knowledge of OSINT tools available.
• Strong proficiency in Microsoft Office Suite.
• Understanding of the gaming industry is desirable.

Additional Information

You’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too… From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers.

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.