Account Validation Manager

Company Description

We’re Entain. Powered by our very own technology and building products that push boundaries, Entain is home to a global family of more than 30+ well-known brands and over 29,000 people, but we all play for the same team. When we win, we win together.

Our vision is to be the world number one in betting, gaming and interactive entertainment by bringing moments of excitement into people’s lives. We will achieve this through our focus on sustainability and growth, driving change in the fast-paced world of entertainment.

Job Description

The primary purpose of the Account Verification Manager is to lead on the process that supports, educates, and assists customers in providing the necessary documentation to ensure their continued gaming experience. Operating as part of the wider Commercial function, the role involves managing account executives and overseeing VIP processes to maintain compliance with regulatory requirements, and enhancing customer satisfaction through effective communication and timely actions. 

As the Account Verification Manager, you will be at the forefront of our commitment to delivering exceptional and secure experiences for our most valued players. By managing the verification processes with precision and care, you will play a pivotal role in upholding our standards of safer gambling and regulatory compliance, all while driving customer satisfaction and revenue growth.

Key Responsibilities:

• Lead Account Validation Executives, ensuring consistent adherence to Standard Operating Procedures (SOPs) and delivery against agreed operational KPIs through regular quality assurance reviews and individual development plans.
• Contact customers to explain document requests, guide them on uploading necessary documentation, and clarify review process timelines. Confirm required documentation (e.g., bank statements) and criteria for valid submissions (e.g., name, surname, regular income).
• Oversee the timeframe and AML SLAs for customer documentation submission, ensuring timely and accurate approvals, and report potential challenges to management.
• Act as the primary contact for customers, providing document review results and requesting additional documentation as needed.
• Maintain clear communication between ARM & AVT teams and departments such as RG, AML, and Compliance Governance to ensure cohesive operations and regulatory compliance.
• Propose, execute, and monitor projects to enhance customer experience and operational efficiency within document requests.
• Collaborate with the BI department to generate and analyse reports on AVT KPIs, including engagement rates and document conversion metrics.
• Identify and report opportunities for improved customer centricity and alignment with commercial strategy within ARM/AVT and AML processes.
• Provide guidance, support, and training to ARM, VIP, and other commercially focused teams ensuring they stay updated on regulatory changes, best practices, and customer service excellence.
• Provide guidance, support, education and conduct QA to ARM/ VIP and AML processes ensuring they stay updated on regulatory changes, best practices, and customer service excellence.
• Regularly review verification process performance against metrics, making data-driven recommendations to enhance operational efficiency.

Qualifications

• Minimum 3+ years of experience with outbound communication specifically in high-value account management, AML, Safer Gambling, Customer verification, or a related field.
• Excellent people skills, including active listening, effective communication, and conflict resolution.
• Ability to communicate complex information clearly and engagingly, both verbally and in writing. Excellent written and verbal communication skills.
• Excellent attention to detail, with a strong understanding of data analysis and operational and commercial KPIs, and ROI tracking.
• Strong understanding of products and player preferences.
• Strong knowledge of regulatory requirements and tools related to Anti-Money Laundering (AML), Responsible Gambling (RG), and Customer Due Diligence (CDD).
• Proficient in the use of Excel, Word, and PowerPoint to a competent level.
• Ability to work independently, knowing when to escalate and when to make decisions.
• Self-motivated, with the ability to handle challenges and opportunities effectively.
• Flexibility to work odd hours, including evenings and weekends, and willingness to travel as needed.

Proficiency in English and Spanish languages is a must for effective communication with global teams and a diverse customer base. Knowledge of English, Spanish and Portuguese is highly sought for.

#Li-Cr2

Additional Information

Additional Information

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning. Working for us in Gibraltar, you can expect to receive great benefits like:

• Generous group bonus scheme 
• Hybrid working – 4 days in the office 
• Private medical insurance 
• Pension scheme – matched to 6% 
• Ability to buy and sell holiday 
• Free subscription to wellbeing app Unmind 
• Additional “It’s Your Game” day off to use at either Christmas or New Year 
• Entain & Enhance days – 2 paid days off to focus on your professional or personal development 
• Share save scheme 
• Discounted gym membership 
• Team spirit – whether it’s seasonal parties, sports teams, gaming communities or external trips, we have something for everyone in Gibraltar! 

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves. 

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.