Responsible Gaming Agent

Momentum Corporate Services is a leading entertainment group based in Abu Dhabi, United Arab Emirates. Our portfolio includes mobile game development and publishing, virtual reality experiences, iGaming, esports management, and content platform services. We are dedicated to creating immersive and personalized entertainment experiences that push the boundaries of innovation in the industry.For more information about Momentum Group, please visit our website at www.mgh.ae.Job SummaryThe RG Agent will be responsible for maintaining compliance with Responsible Gaming (RG) policies, frameworks, and standards. Primary responsibilities include monitoring customer behaviour to identify early indicators of potential problem gaming, conducting assessments, and ensuring that all responsible gaming cases are appropriately managed.The RG Agent will collaborate with internal teams to ensure RG requirements are met and that customer interactions are handled sensitively, ethically, and in line with regulatory expectations.The RG Agent will report directly to the RG Lead.Key ResponsibilitiesResponsible GamingMonitor customer behaviour to identify early signs of potential problem gaming or elevated risk. Ensure all RG cases are appropriately actioned and documented in accordance with established procedures. Conduct thorough assessments of customers identified through daily RG reports or monitoring tools. Deliver sensitive and effective customer interactions in alignment with the RG framework and guidelines. Maintain and update responsible gaming customer profiles and ensure accurate record-keeping and audit trails. Support the ongoing development and refinement of RG risk scoring models and intervention processes. Assist in the evaluation and enhancement of RG policies, procedures, and operational controls. Work collaboratively with other teams (Customer Support, Payments, VIP, etc.) to resolve RG-related concerns. Promote responsible gaming awareness across the company, including contributing to internal training initiatives. Skills RequiredStrong knowledge of Responsible Gaming frameworks and practices. Gaming industry experience is desirable. Ability to work in a fast-paced, dynamic environment. Strong analytical and investigative skills with excellent attention to detail. Exceptional communication and interpersonal skills, with the ability to conduct sensitive conversations. Ability to collaborate effectively with cross-functional teams. Proficiency in English is required. QualificationsMinimum of 2 years’ experience in Responsible Gaming, Compliance, Customer Risk, or similar roles within the gaming or financial sector. Familiarity with responsible gaming regulatory requirements and best practices. Demonstrated ability to assess customer behaviour and conduct RG risk assessments. Ability to manage sensitive and confidential information with discretion. Strong analytical and case management skills. At Momentum, we’re proud to be a fair, transparent, and inclusive employer. We value diversity, collaboration, and innovation, and we’re committed to creating an environment where every team member can thrive. If you’re ready to grow your career and help us build Momentum, we’d love to hear from you.