Analyst - Responsible Gaming
What are we building? Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming 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 Gaming analyst plays a vital role on our Operations team, reporting to the Director of Fraud in NJ. In this position, you'll support our commitment to player protection by:
- Reviewing customer accounts and internal alerts for responsible gaming risk indicators.
- Monitoring and manage self-exclusion records and perform account actions as needed.
- Responding to escalated responsible gaming cases from Customer Support or Operations.
- Conducting inbound and outbound communications to assist players with responsible gaming concerns.
- Performing risk assessments in line with internal policy, escalating to senior team members for approval.
- Following structured workflows and established procedures to support player protection in a high-volume operational environment.
What are we looking for? Required and preferred candidate skills and experience: Successful candidates will be self-driven and a self-motivated team player capable of working efficiently in a high-volume real-time environment. The role is best suited for a candidate who thrives in a fast-paced, ever-changing environment with a passion for sports and gaming: We are looking for someone who has:
- Strong customer service skills with attention to detail and empathy.
- Ability to investigate player activity using established tools and templates.
- Comfort working nights, weekends, and holidays in a shift-based schedule.
- Experience in Responsible Gaming, Problem Gambling Support, or Casino Operations preferred.
What's in it for you? We offer our employees more than just competitive compensation. Our team benefits include:
- Competitive pay and benefits
- Remote working
- Startup culture backed by a secure, global brand
- Opportunity to drive informed decision making for a best-in-class casino 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). The statements contained in this job description reflect general details necessary to describe the primary functions of the role. They should not be construed as an exhaustive list of all responsibilities, duties, or skills required. The scope of responsibilities may be amended, modified, or removed at the company's discretion at any time without prior notice. This description does not constitute a contract of employment or guarantee employment for any specific duration. Salary: USD 43200 - 72000 per year