The role: Complaints Specialist
We are looking for a Complaints Specialist to join our Regulatory Operations and Complaints team in our Dublin office.
Are you our next star player?
You will be reporting directly to the Regulatory Operations & Complaints Team Manager. The team is responsible for implementing any regulatory changes, handling Risk results for market entries & exits and running all other regulatory-driven related items while being a point of contact for all regulatory bodies.
Why we need you
You will take ownership of handling all incoming regulator complaints as well as raised player complaints.
Key responsibilities will include end to end ownership, investigation, compilation, recording and reporting on escalated complaints via CSO escalation process and external sources, such as Regulators and Legal bodies. The role will also help support the relationship between our frontline Operations team and our external Alternate Dispute Resolution service providers (such as IBAS). You will also be responsible in providing regular insights on process and continuous improvements back to the business and the department.
Who we’re looking for?
We are looking for someone who can handle and resolve all customer complaint queries raised via all complaint channels, including Senior Management, Regulatory and Frontline channels. Also, to be a great partner to the complainant, and to handle all contacts with a full and up to date understanding of regulatory requirements per license. Liaise with the various business stakeholder channels in the resolution of customer queries.
Some of your responsibilities will include:
Our experience-based salaries are competitive. Plus, there’s a discretionary annual performance bonus. And we provide advice and dedicated assistance to those moving to Dublin.
Your package will include:
If you’re what we’re looking for, next up will be a phone interview. And if that goes well, we’ll meet you for a Zoom interview.
PokerStars is part of Flutter Entertainment Plc, a global sports betting, gaming and entertainment provider headquartered in Dublin and part of FTSE 100 index of the London Stock Exchange, which brings together exceptional brands, products and businesses and a diverse global presence in a safe, responsible and ultimately sustainable way.
We are an equal opportunity employer that values diversity. We do not discriminate on any protected characteristic as defined by applicable law.
We will look to provide reasonable accommodation for applicants with disabilities to participate in the job application or interview process. If you need assistance, please contact: firstname.lastname@example.org.
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