Sophie Metcalfe
Seven Hills,Australia
Summary
Experienced regulatory and safer gambling professional with a strong background in compliance, risk assessment, and customer protection within the gambling industry. Adept at working with regulatory bodies, conducting risk evaluations, and implementing responsible gambling strategies to ensure compliance with industry standards. Skilled in stakeholder engagement, investigations, and training, with a passion for promoting safer gambling practices and consumer well-being.
Overview
4
4
years of professional experience
Work History
Safer Gambling Advisor
Tabcorp
Sydney, Australia
10.2022 - 12.2024
- Monitored customer accounts using risk monitoring systems to identify and intervene with at-risk individuals.
- Ensured corporate compliance with safer gambling regulations, advising on responsible gambling policies.
- Conducted risk assessments on marketing and product initiatives to align with regulatory expectations.
- Led customer interventions via phone and email, supporting individuals displaying signs of gambling harm.
- Implemented safer gambling measures, including account restrictions, exclusions, and referrals to support services.
- Investigated complex complaints related to gambling harm and regulatory breaches, preparing detailed reports for executive leadership.
- Reviewed marketing materials to ensure adherence to responsible gambling messaging guidelines.
- Provided regulatory guidance to internal teams and liaised with external stakeholders, including gambling regulators and support organizations
- Developed and delivered training programs to frontline staff on identifying gambling harm indicators and intervention strategies
- Conducted Know Your Customer (KYC) and Source of Funds inquiries, providing recommendations on risk mitigation
Promotions Team Member
Tabcorp
Granville, Australia
07.2021 - 10.2022
- Executed marketing campaigns, ensuring compliance with promotional regulations
- Allocated bonuses and promotions to customers while monitoring responsible gambling adherence
- Provided feedback to improve promotional strategies and customer engagement
Senior Customer Support & TAB X Representative
Tabcorp
Granville, Australia
07.2021 - 10.2022
- Managed customer complaints and inquiries as the highest point of contact
- Resolved issues across phone, social media, and email channels while ensuring compliance with responsible gambling guidelines
- Mentored and trained customer service operators in best practices and regulatory procedures
- Identified and addressed signs of gambling harm through proactive customer engagement and intervention
Account Sales Operator
Tabcorp
Granville, Australia
07.2020 - 07.2021
- Served as the first point of contact for customers across Australia and New Zealand
- Handled customer inquiries, complaints, and support requests while ensuring adherence to safer gambling practices
- Assisted customers with betting processes and provided guidance on responsible gambling tools
Education
Higher School Certificate -
Hills Sports High School
NSW12.2018
Skills
- Regulatory Compliance and Risk Assessment
- Safer Gambling Strategies
- Investigations and Case Management
- Stakeholder engagement and training
- Strategic Planning and Decision Making
- Conflict Resolution and Crisis Intervention
- Analytical Thinking and Problem-Solving
- Strong verbal and written communication
References
Available upon request.
Awards
- Employee of the Month
- Leadership Award
- Best Performer Award
References
References available upon request.
Timeline
Safer Gambling Advisor
Tabcorp
10.2022 - 12.2024
Promotions Team Member
Tabcorp
07.2021 - 10.2022
Senior Customer Support & TAB X Representative
Tabcorp
07.2021 - 10.2022
Account Sales Operator
Tabcorp
07.2020 - 07.2021
Higher School Certificate -
Hills Sports High School