About us...

Our mission is to be at the forefront of entertainment across all verticals of our business. We constantly strive to improve, optimise and re-innovate everything we do to maintain our position as one of the leading Gaming Operators in the iGaming industry.

What you will be doing...

As a Player Relationship Lead for Germany, you will play a pivotal role providing support and guidance throughout a number of operational compliance processes. You will be responsible for customer interactions related to affordability, document submissions and safer gambling, focusing on identifying customers who require support and guidance with any compliance requests. You will also help and advise players on how to gamble affordably and sustainably.

You will be responsible for ensuring that we are meeting regulators’ expectations in our duty of care towards our customers as well as internal company policies and processes. Your sole area of focus will be the German and Austrian market to ensure that our business and department KPIs and OKRs are met at all times.

Together with the Head of Operational Compliance and Commercial Team, you will focus on identifying customers via dedicated reports and processes, improving response rates and document submissions.

Specific responsibilities...

• Interacting with customers around safer gambling, affordability and document submission processes, specifically, submission of Source of Wealth (SoW) evidence.
• Assisting players who struggle to understand the SoW process by explaining it in detail and providing one-to-one service.
• Liaising with relevant departments providing key insights on processes and updates on KPIs and OKRs as required, specifically, the SoW submission rate.
• Ensuring compliance with safer gambling and anti-money laundering legislative requirements.
• Complying with our affordability framework.
• Critically reviewing source of wealth/funds documentation and interacting with customers as required.
• Completing other ad-hoc Safer Gambling, Affordability and CDD-related tasks.
• Providing a personalised service for customers within our German and Austrian Market.
• Providing input on operational changes that impact the German and Austrian Market.
• You will work closely with the German and Austrian commercial team.
• This role will be based on a shift pattern and weekend work will be required at times (flexi time).

What we would like to see from you...

• Excellent written and spoken German/Austrian. Any additional languages would be a plus.
• Previous experience in the iGaming industry in a responsible gaming or CDD/AML role.
• Flexible to work shift hours and during weekends (flexible hours, on a shift basis).
• Passionate about Customer Protection - having a mindset for prevention and protection of players.
• Keen interest in the psychology of addiction, MGA and Interstate regulatory and compliance knowledge would be beneficial.
• Exceptional time management and organisational skills.
• Efficient workflow and understanding of reporting systems.
• Excellent verbal communication skills.
• Ability to work on own initiative.
• Target Driven.

Company Benefits Package...

• Balance - a flexible way of working: Opportunity to work from home for most of your working time.
• Private health insurance: Including dental care, travel insurance, and life insurance.
• Balance & Wellbeing allowance: Can be used on gym/fitness memberships, fitness clothing /equipment, consultations with a dietician/nutritionist, massages or items for your home office.
• Free access to the Unmind app: A tool to help measure, understand and improve mental wellbeing.
• Office perks: A chef in the office weekly preparing healthy meals, coffee shop vouchers, juices, snacks, Friday Afternoon Beers, & monthly Friday XL Events (non-alcoholic beverages also offered).
• Volunteer Time Off Programme: 20 days leave per year to volunteer at an organization online, locally, or abroad.

We are a leading multilingual recruitment specialist agency, connecting talent from Germany, France, the Netherlands, Belgium, Italy, Spain and many more with businesses from all over the world.

Multilingual Jobs Worldwide is a leading language recruitment agency in Europe, matching the most exciting jobs with multilingual talent. Over the past 2 years we have recruited and helped over 1000 multilingual speakers to their dream job with our partners in over 28 different countries.

We are currently successfully recruiting to over 50 of the largest clients in the iGaming industry - worldwide.

We offer positions from entry level all the way up to C - level roles, and have a strong team of iGaming specialists ready to assist on your recruitment needs.