tombola
Customer Risk Specialist - Enhanced Due Diligence
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📍 Remote (Sunderland) | ⏳ 12 Month Fixed Term Contract | 🕒 28 Hours Per Week
Fancy a new challenge? 👀
At tombola, putting our players first is at the heart of everything we do. Our Risk & Safer Gambling team plays a vital role in protecting our players, supporting responsible play and helping us meet our regulatory obligations, all while delivering the brilliant customer experience we're known for.
We're looking for a Customer Risk Specialist to join the team on a 12-month fixed term contract.
This is an exciting opportunity to develop your expertise in Enhanced Due Diligence (EDD), working in a specialist area that plays a key role in protecting both our players and the business.
As a Customer Risk Specialist, you'll manage end-to-end EDD journeys, work closely with teams across tombola, and have meaningful conversations with players around safer gambling, affordability and financial risk. Every day is different, and your work will make a genuine difference.
What You'll Be Doing 🔧
As part of the team, you'll:
- Manage the end-to-end EDD process, assessing risk, applying internal controls and working closely with AML, Compliance and Senior Management.
- Build detailed customer profiles using internal systems and open-source research to support EDD investigations.
- Make informed, risk-based decisions, escalating higher-risk or potentially fraudulent cases where appropriate.
- Review source of funds and source of wealth documentation alongside any supporting information provided by players or third parties.
- Speak directly with players by phone, email and live chat to understand their circumstances, assess affordability and carry out Safer Gambling conversations.
- Complete EDD checks for Politically Exposed Persons (PEPs) and sanctions matches, escalating where required.
- Handle referrals and escalations from across the business.
- Deliver an excellent customer experience while maintaining quality standards and agreed service levels.
- Support the wider Risk & Safer Gambling Operations team as a subject matter expert and escalation point.
- Look for opportunities to continuously improve both our processes and the player journey.
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What We're Looking For 😊
You'll ideally have:
- Experience working in a risk-based, compliance, fraud, financial crime, customer protection or regulatory role, with the ability to assess information, identify potential risks and make informed, evidence-based decisions.
- Excellent attention to detail and strong written and verbal communication skills.
- A logical, structured approach to decision making with the confidence to justify your recommendations.
- The ability to prioritise a busy workload and work effectively in a fast-paced environment.
- Confidence handling sensitive conversations with players and communicating with stakeholders.
- A proactive approach, taking ownership of cases from start to finish.
- A continuous improvement mindset with a desire to enhance both customer outcomes and internal processes.
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Working pattern ⏰
This is a 12-month fixed term contract, working 28 hours per week between 8am and 8pm. We'd love to hear from people who can be flexible across these shifts, with your working pattern discussed at interview. This is a remote role; however, you'll need to live within one hour of our Sunderland office, as you'll be required to attend training and occasional team meetings.
Why tombola? 💜
At tombola, we're passionate about helping our people learn, grow and build rewarding careers. This is a great opportunity to develop specialist skills, work alongside experienced colleagues and gain exposure to a different area of the business.
You'll collaborate with teams across tombola, make a real impact for our players, and continue building your career in a supportive, people-first environment.
At tombola we know that our differences make us stronger and that thinking differently is key to long term success. We work hard to create a culture of inclusivity where everyone can celebrate our Free to be me value. We are committed to creating opportunities for everyone here at tombola, we welcome applications from all backgrounds and encourage individuals to apply, even if you don’t meet every requirement.
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