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Responsible Gaming Associate

2 months ago

Hollywood, United States Hard Rock Digital Full time

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social casino company in the world. We’re building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer’s interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?


What’s the position?

Our Responsible Gambling Associate is an integral part of our Operations team. Under this role you will be responsible for:

  • Reviewing and assessing customer accounts based on internal alerts
  • Managing responsible gambling cases escalated from customer services or trading unit
  • Completing inbound and outbound customer contacts relating to responsible gambling
  • Identify and proactively act upon concerning activity or behavior, completing responsible gambling risk assessments in line with policy and procedure
  • Through your previous and gained experience you will actively contribute to the continuous improvement of responsible gambling processes, procedures and systems.


What are we looking for?

We are looking for someone who has:

  • Excellent online customer service skills with a strong service mentality and first-rate attention to detail
  • Good investigation skills, sound judgement and the ability to review and interpret data/transactional activity to make decisions

The ideal candidate will have:


  • The ability to adapt to changing priorities and to thrive in a fast-paced work environment
  • Previous experience in a responsible gaming, customer verification, KYC or affordability / due diligence related role is essential.
  • Analytical and report writing skills preferred, with the ability to communicate and empathise with players needing support
  • Sound knowledge of Salesforce, Slack, Excel and Tableau.
  • Experience and knowledge in responsible gaming regulations and compliance requirements.
  • Ability to work nights, weekends and holidays


What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

  • Competitive pay and benefits
  • Flexible vacation allowance
  • Start-up culture backed by a secure, global brand


Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).