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Analyst, Patron Complaints

Company: BetMGM
Location: Jersey City
Posted on: November 23, 2022

Job Description:


Analyst, Patron Complaints


Jersey City, NJ

Job Id:


# of Openings:


Analyst, Patron Complaints

Jersey City, New Jersey

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations-MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor's "Best Places to Work".

About the Role

The Analyst, Compliance (Patron Complaints) will ensure compliance through the development, implementation and monitoring of effective policies and procedures. This position is responsible for monitoring day-to-day regulatory complaints and ensuring that the Company's online iGaming platform, online Sportsbook and retail Sportsbooks operations are compliant with the requirements of relevant state regulations, directives from state regulatory agencies, and the obligations of the land-based sportsbook in a particular state.

The Analyst, Compliance (Patron Complaints), working under the direction and supervision of a Compliance Manager, will have specific responsibilities in the areas of regulatory compliance for the Company's products and operations. This individual will be responsible for actively managing relationships with both internal and external stakeholders, while serving as a reliable and knowledgeable liaison for the Compliance department. You will be immersed in a highly supportive, constantly learning and collaborative environment. This role is based in Jersey City, New Jersey.


  • Continuously monitor updates to online gaming and sports wagering regulations
  • Work cross-functionally across departments within the Company, often switching between competing priorities on a daily and weekly basis
  • Assists with periodic reviews of products and services, ensuring compliance with regulations or detecting potential areas of non-compliance
  • Provide all departments with compliance guidance and support
  • Respond to all issues relating to the regulatory compliance operation where the Company offers iGaming, Online Sports Wagering and/or a retail sportsbook
  • Work with the various regulatory bodies to address incidents of non-compliance by the Company should they occur and help to create and implement remedial plans in the event of such occurrence
  • Conduct research to prepare clear, concise and complete reports, correspondence and other communications materials on complex regulatory topics
  • Analyze and report on all compliance areas that relate to online and retail sports wagering complaints
  • Interacts on a daily basis with the customer service team on all aspects of online and retail sports services
  • Provide communication channel between operations and regulators to ensure timely and accurate responses
  • Ensure adherence by the company's various departments to regulatory policy through the development, implementation and monitoring of effective policies and procedures
  • Assist with reviewing and communicating regulatory requirements to applicable departments
  • Collect, analyze and summarize information related to complaint management
  • Performs other related duties as assigned by the Compliance Manager

    Essential Functions

    • Must be able to stand or sit, and operate computers and other technological devices for extended periods of time


      • Bachelor's degree
      • 3-5 years' experience in a compliance role
      • Experience in report writing
      • Experience in reviewing, researching and interpreting regulations
      • Strong organizational skills
      • Customer service experience preferred
      • Internal control, internal audit or compliance experience preferred
      • Ability to work well under pressure in a fast-paced environment
      • Understand the dynamics of competing business priorities
      • Attention to detail and an analytical mind
      • Ability to work both independently and collaboratively
      • High level of personal initiative and motivation
      • Good interpersonal and presentation skills
      • Basic proficiency in MS Word, Excel, PowerPoint and MS Outlook
      • Ability to stand, sit, walk, bend, reach, and operate computers and computerized equipment for extended periods of time

        About Our Culture

        Building BetMGM from the ground up takes effort, energy, and teamwork, but that's what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:

        • Believe in Your Game - Take your shot! There's a freedom to explore ideas usually only start-ups are lucky enough to experience.
        • Backed by the Best - With our expertise-merged with that of our world-class investors-we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.
        • Do What's Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.
        • Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.

          What We Offer

          As a valued employee, we're committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more!

          Gaming Compliance

          Candidate must comply with and support the company's responsible gambling policies, procedures and initiatives.

          This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.

          BetMGM LLC is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development. If your experience looks a little different from what we've identified and you think you've got what it takes, we'd love to learn more about you.

          If you need assistance or accommodation with your application due to a disability, you may contact us at

          Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus.

          Pay Range: $66,560 - $91,520 per year

          Apply for this Position

Keywords: BetMGM, Jersey City , Analyst, Patron Complaints, Professions , Jersey City, New Jersey

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