Responsible Gaming Associate

3 weeks ago


New York, New York, United States Hard Rock Digital Full time

What We're Building

At Hard Rock Digital, we're creating a world-class online sportsbook, casino, and social casino experience. Our team is passionate about innovation, learning, and building products that resonate with millions of consumers. We prioritize each customer's interaction, experience, behavior, and insight, ensuring we act authentically in every interaction.

Our Vision

We're rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida. Our new digital venture taps into the brand's global success in gaming, entertainment, and hospitality. We're bringing that foundation to the digital space, seeking talented individuals to join us.

The Role

As a Responsible Gaming Associate, you'll be an integral part of our Operations team. Your responsibilities will include:

  • Reviewing and assessing customer accounts based on internal alerts
  • Managing responsible gambling cases escalated from customer services or trading units
  • Completing inbound and outbound customer contacts relating to responsible gambling
  • Identifying and proactively acting upon concerning activity or behavior, completing responsible gambling risk assessments in line with policy and procedure
  • Contributing to the continuous improvement of responsible gambling processes, procedures, and systems

What We're Looking For

We're seeking someone with:

  • Excellent online customer service skills and a strong service mentality
  • Good investigation skills, sound judgment, and the ability to review and interpret data/transactional activity to make decisions

The Ideal Candidate

We're looking for someone who can adapt to changing priorities and thrive in a fast-paced work environment. Previous experience in responsible gaming, customer verification, KYC, or affordability/due diligence related roles is essential. Analytical and report writing skills are preferred, along with the ability to communicate and empathize with players needing support. Sound knowledge of Salesforce, Slack, Excel, and Tableau is also required. Experience and knowledge in responsible gaming regulations and compliance requirements are a must. Ability to work nights, weekends, and holidays is necessary.

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

Our Culture

We care deeply about every interaction our customers have with us, and we 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 everyone feels able to be authentic and bring their talent into play. We want to celebrate you being you.


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