Responsible Gaming Agent

About Momentum Corporate Services

Based in Abu Dhabi, United Arab Emirates, Momentum Corporate Services is a prominent entertainment group specializing in mobile game development and publishing, virtual reality experiences, iGaming, esports management, and content platform services. The company focuses on delivering innovative and immersive personalized entertainment experiences across various platforms.

Role Summary

The Responsible Gaming (RG) Agent plays a crucial role in ensuring compliance with the organization's RG policies, frameworks, and standards. The agent monitors player behavior to detect early signs of problematic gaming, performs thorough assessments, and manages all RG-related cases with careful oversight. Working closely with multiple internal departments, the agent ensures customer interactions adhere to ethical, sensitive, and regulatory standards. This position reports to the RG Lead.

Key Responsibilities

• Observe player actions consistently to identify early indicators of potential problem gambling or elevated risk scenarios.
• Manage and document all responsible gaming cases following established organizational procedures.
• Conduct comprehensive evaluations of customers flagged by daily RG reports or monitoring tools.
• Communicate sensitively and effectively with customers in accordance with RG guidelines and frameworks.
• Maintain up-to-date customer RG profiles and ensure documentation and audit trail accuracy.
• Contribute to the ongoing refinement of RG risk scoring models and intervention strategies.
• Assist in reviewing and improving RG policies, procedures, and internal controls.
• Collaborate with departments such as Customer Support, Payments, and VIP teams to address responsible gaming concerns.
• Promote awareness of responsible gaming principles across the organization and support internal training initiatives.

Required Skills and Experience

• In-depth understanding of Responsible Gaming frameworks, practices, and regulatory compliance.
• Previous experience in the gaming industry is advantageous.
• Ability to thrive in a fast-moving, dynamic work environment.
• Strong analytical and investigative skills with a high level of attention to detail.
• Excellent communication and interpersonal skills to manage sensitive customer interactions effectively.
• Proven ability to collaborate well with cross-functional teams.
• Proficiency in English, both written and spoken.
• At least two years of relevant experience in Responsible Gaming, Compliance, Customer Risk, or related fields within the gaming or financial industries.
• Familiarity with regulatory standards and best practices related to responsible gaming.
• Competence in assessing player behavior and conducting risk assessments.
• Capability to handle confidential information discretely and manage cases efficiently.

Company Values

Momentum fosters a fair, transparent, and inclusive workplace environment valuing diversity, cooperation, and innovation. The company commits to providing opportunities for professional growth and a supportive atmosphere where employees can excel.