Descripción de la oferta
We are looking for a Responsible Gaming Agent to join our growing team in Melilla. OneCasino, part of LCKY Group, is looking to hire a Spanish‑speaking Responsible Gaming Agent to help us uphold the highest standards of care and integrity in player protection, while supporting our mission to create a safe and enjoyable gaming experience for all. What will you be doing? Monitor player behavior using internal tools and risk scoring systems Conduct proactive and reactive account reviews, escalating cases when necessary Assess player risk levels through behavioral and transactional analysis Contact players via phone, email, or chat to offer tailored support Recommend and apply responsible gaming measures (e.g. loss limits, self‑exclusion) Collaborate with teams across Customer Service, Risk, Compliance, and Business intelligence Act as an escalation point for complex Responsible Gaming cases Document interactions, manage follow‑ups, and report to senior management Support the improvement of internal RG policies and procedures Provide feedback to enhance monitoring tools and workflows Who are you? Fluent in Spanish (native or equivalent) and English Dutch will be considered an asset At least 1 year of experience in Responsible Gaming, Risk, or Customer Support within the iGaming industry Some understanding of regulatory requirements Experience with DGOJ and/or KSA, DGA & MGA licenses Excellent communication and interpersonal skills, especially in sensitive or complex situations Ability to remain calm and empathetic under pressure Shifts may include weekends and evenings Comfortable with interacting with customers through telephone communication Detail‑oriented with strong documentation and organizational skills Benefits A competitive and attractive salary Private health insurance Annual well‑being benefit allowance A weekly breakfast Social events for building strong relationships with colleagues Relocation package (when relevant) #J-18808-Ljbffr
