Responsible Gaming Agent (iGaming)

TL;DR

Responsible Gaming Agent (iGaming): Monitoring player behavior and conducting risk assessments to ensure a safe gaming environment with an accent on player protection and regulatory compliance. Focus on analyzing transactional patterns, implementing responsible gaming measures, and managing complex escalation cases.

Location: Onsite in Melilla, Spain (Relocation package available)

Company

hirify.global manages a portfolio of leading online casino brands and operates an in-house game development studio, Swintt.

What you will do

• Monitor player behavior using internal risk scoring systems and tools.
• Conduct proactive and reactive account reviews and risk assessments.
• Contact players via phone, email, or chat to provide support and implement RG measures like loss limits or self-exclusion.
• Collaborate with Customer Service, Risk, Compliance, and Business Intelligence teams.
• Act as an escalation point for complex Responsible Gaming cases.
• Document interactions and support the improvement of internal RG policies and workflows.

Requirements

• Fluent Spanish (native or equivalent) and English.
• Minimum 1 year of experience in Responsible Gaming, Risk, or Customer Support within the iGaming industry.
• Knowledge of regulatory requirements and experience with DGOJ, KSA, DGA, or MGA licenses.
• Ability to remain calm and empathetic when handling sensitive or complex situations.
• Comfortable with telephone communication and working shifts including weekends and evenings.
• Strong organizational and documentation skills.

Nice to have

• Fluency in Dutch.

Culture & Benefits

• Competitive and attractive salary.
• Private health insurance and annual wellbeing benefit allowance.
• Relocation package for eligible candidates.
• Weekly breakfasts and social events to foster team relationships.