Analyst, Patron Complaints
BetMGM · New Jersey, United States · 1 mo ago
HybridFull-time
We need to output HTML fragment with sections: Benefits, Responsibilities, Qualifications, maybe Compensation (Pay). Also maybe "About BetMGM" but that's not a required heading? The instruction: Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Include a section ONLY when posting has real, specific content for it. So we need sections for Benefits, Responsibilities, Qualifications, Pay (Compensation). Possibly also "About BetMGM" but not required heading list; but we could include if content is substantive. However they gave examples; not mandatory to include About BetMGM. The posting includes "About BetMGM" paragraph; we could include as a section maybe "About BetMGM". But they didn't list that as example; but we can still use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Include a section ONLY when posting has real, specific content for it. So we need sections for Benefits, Responsibilities, Qualifications, Pay (Compensation). Possibly also "About BetMGM" but not required heading list; but we could include if content is substantive. However they gave examples; not mandatory to include About BetMGM. The posting includes "About BetMGM" paragraph; we could include as a section maybe "About BetMGM". But they didn't list that as example; but we can still use for any section heading. The instruction: Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It says e.g., not exhaustive. So we can include About BetMGM as a heading.
We must not repeat job title as heading. No Job ID. Remove boilerplate: EEO, legal, etc. Also remove application instructions, accommodation contact, etc. Also remove duplicated lines.
We need to preserve all substantive information. So we need to keep the benefits list, responsibilities list, qualifications list, compensation details, maybe "Gaming Compliance & Licensing Requirements" (that's substantive). Should we include that as a section? Could be "Requirements" or "Licensing". The instruction says use headings like Requirements. So we could make a section "Requirements" for licensing requirements. Also "About BetMGM" maybe as "About the company". But we need to avoid filler.
We need to output only HTML fragment, no /, no markdown fences.
Let's extract content.
Benefits: list:
- Medical, Dental, Vision, Life, and Disability Insurance
- 401(k) with company match
- Pre-tax spending accounts including health care FSA and commuter savings
- Flexible paid time off
- Professional development reimbursement and ongoing skills training opportunities
- Employee resource groups
- Swag, ticket giveaways, and more!
We need to put as - .
Responsibilities: many bullet points. We'll list each as
- .
Qualifications: list of qualifications.
Compensation: pay range: 64,400.00--85,900.00. Also mention performance-based bonus plan.
Also "Gaming Compliance & Licensing Requirements": includes licensing obligations, background checks, responsible gambling policies.
We could put that under a section "Requirements" or "Licensing". Since we already have Qualifications, maybe separate "Requirements" for licensing.
Also "About BetMGM": description.
We must not include boilerplate like "BetMGM LLC is an Equal Opportunity Employer..." etc. Remove that.
Also remove "If you need assistance..." etc.
Also remove "This job description is not an exclusive..." etc.
Also remove "At BetMGM, we recognize that every individual plays a meaningful role..." maybe that's part of culture; but could be considered boilerplate? It's about inclusive workplace; might be considered EEO boilerplate. Safer to remove.
We need to preserve all substantive information; but that paragraph about inclusive workplace might be considered fluff but still part of posting. However instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. That paragraph is about inclusive workplace, could be considered EEO boilerplate. So remove.
Also remove "By meeting people where they are..." etc.
Thus we keep: Benefits, Responsibilities, Qualifications, Compensation, Gaming Compliance & Licensing Requirements, About BetMGM (maybe as "About the company").
Let's craft HTML.
Structure:
Benefits
- ...
...
Responsibilities
...
Qualifications
...
Pay
The pay range for this position is $64,400.00 to $85,900.00. This position is also eligible for participation in a performance-based bonus plan.
Requirements
(for licensing)
As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. The licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification. In addition, candidates must comply with and support BetMGM's responsible gambling policies, procedures, and initiatives.
About BetMGM
BetMGM is revolutionizing sports betting and online gaming in the United States and Canada. 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 Casino, 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.
Check we didn't miss any substantive info: The "Opportunity" section describing the Analyst, Patron Complaints role. That's important; we omitted it. We need to include a section maybe "The Opportunity" or "About the role". The instruction says use headings like About the role. So we should include a section summarizing the role description. Let's add About the role
with the paragraph from "The Opportunity". That paragraph: "The Analyst, 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."
We should keep that.
Also we have "Essential Functions" bullet: "Must be able to stand or sit, and operate computers and other technological devices for extended periods of time". That's substantive; could be included under Qualifications or a separate section "Essential Functions". Could add as a - under Qualifications or under a separate section "Essential Functions". Since we have Qualifications already, we could add it there as a bullet.
But we already have Qualifications list; we can add that as an extra bullet.
Now ensure we didn't duplicate any content.
Let's extract responsibilities list precisely:
- Assist in the investigation, drafting, and submission of incident reports and related notifications to state regulatory agencies, in accordance with the requirements of each jurisdiction within which the Company operates.
- Support the intake, logging, and tracking of regulatory fines, citations, warning letters, and proposed civil penalties received from state regulatory agencies across all jurisdictions, ensuring each matter is promptly documented, calendared against response deadlines, and routed to the appropriate internal stakeholders for review.
- Maintain the team's centralized tracker of cross-jurisdictional fines and warnings, including status, response deadlines, amounts, underlying violations, and resolution, to provide Compliance leadership with accurate, real-time visibility into enforcement activity across states.
- Assist in the preparation of internal assessments for regulatory citations and proposed fines, including gathering context on related open matters in the same jurisdiction, compiling supporting facts, and helping to organize materials for cross-functional review by the Senior Manager, Legal, and relevant business stakeholders.
- Execute assigned tasks within established incident reporting procedures and practices, including the intake of potential incidents, gathering of relevant facts, coordination with subject matter experts, and drafting of incident report narratives for review.
- Maintain accurate records and documentation of incidents, investigations, fines, citations, and submissions in the team's central tracking tools, ensuring timeliness, completeness, and consistency of data.
- Support the monitoring of deadlines and regulatory response timelines, proactively flagging upcoming due dates and potential risks or roadblocks to the Senior Manager.
- Partner cross-functionally with stakeholders across Compliance, Legal, Trading, Responsible Gaming, Technology Governance, AML/Fraud, VIP, and other relevant business areas to gather information required to complete incident reports and fine/citation assessments.
- Assist in the continuous identification of opportunities to improve incident reporting and fine-tracking processes, including proposing enhancements to templates, intake forms, trackers, and standard operating procedures.
- Support the team in monitoring updates to online gaming and sports wagering regulations, and assist in assessing potential impacts on existing processes.
- Respond to inquiries and support requests from internal stakeholders regarding the status of open incidents, fines, and warnings, and related reporting obligations in assigned jurisdictions.
- Assist with the preparation of periodic reporting, metrics, and summaries for Compliance leadership concerning incident volumes, fine/warning trends, status, and resolutions.
- Support the team's efforts to incorporate technology, automation, and AI tools into the incident reporting and fine-tracking workflows, in alignment with the Company's broader efficiency and automation priorities.
- Build understanding of BetMGM's business operations, products, and regulatory landscape in order to contribute to decisions and day-to-day work with increasing effectiveness.
- Follow the Company's internal code of conduct, compliance, regulatory, and standard operating procedures, and monitor adherence to such procedures within assigned responsibilities.
- Performs other related duties as assigned by the Senior Manager of Compliance and Incident Reporting.
We'll include all.
Qualifications list:
- Bachelor's degree or equivalent practical experience preferred.
- 0–3 years of relevant experience in compliance, regulatory affairs, legal, audit, or a related field.
- Online or Land-based Casino/Sports Wagering experience preferred, but not required.
- Experience in report writing, document management, and/or research and analysis preferred.
- Exposure to reviewing, researching, and interpreting regulations, policies, or procedures is a plus.
- Strong written and verbal communication skills, with the ability to produce clear, concise, and accurate work product.
- Strong organizational skills and attention to detail, with the ability to manage multiple workstreams, trackers, and deadlines.
- Strong analytical mindset, with the ability to gather facts, identify issues, and contribute to problem-solving.
- Ability to work well under pressure in a fast-paced environment and to switch between competing priorities.
- Ability to work both independently within established procedures and collaboratively as part of a small, high-performing team.
- High level of personal initiative, accountability, and motivation to take ownership of assigned tasks.
- Openness to receiving and applying feedback as part of ongoing professional development.
- Good interpersonal skills, with the ability to build rapport and maintain cooperative working relationships with internal stakeholders.
- Professional, honest, and reliable.
- Basic proficiency in MS Word, Excel, PowerPoint, and MS Outlook required; familiarity with case management, project tracking, or AI-assisted productivity tools (e.g., Jira, Microsoft Copilot) a plus.
- Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship.
- At this time, this role is not eligible for immigration-related employment authorization sponsorship including H-1B, O-1, E-3, TN, OPT, etc.
Also Essential Functions: "Must be able to stand or sit, and operate computers and other technological devices for extended periods of time". We'll add as a bullet under Qualifications or separate. Let's add as a bullet under Qualifications.
Now Benefits list we have.
Now Pay: we have.
Now Requirements (licensing) we have.
Now About BetMGM we have.
Now About the role we have.
Now ensure we didn't include any boilerplate like "We are a brand with technology at our hearts..." etc. That's fluff; could be considered boilerplate but maybe it's substantive about company culture. The instruction says remove cookie/navigation/legal/
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It says e.g., not exhaustive. So we can include About BetMGM as a heading.
We must not repeat job title as heading. No Job ID. Remove boilerplate: EEO, legal, etc. Also remove application instructions, accommodation contact, etc. Also remove duplicated lines.
We need to preserve all substantive information. So we need to keep the benefits list, responsibilities list, qualifications list, compensation details, maybe "Gaming Compliance & Licensing Requirements" (that's substantive). Should we include that as a section? Could be "Requirements" or "Licensing". The instruction says use headings like Requirements. So we could make a section "Requirements" for licensing requirements. Also "About BetMGM" maybe as "About the company". But we need to avoid filler.
We need to output only HTML fragment, no /, no markdown fences.
Let's extract content.
Benefits: list:
- Medical, Dental, Vision, Life, and Disability Insurance
- 401(k) with company match
- Pre-tax spending accounts including health care FSA and commuter savings
- Flexible paid time off
- Professional development reimbursement and ongoing skills training opportunities
- Employee resource groups
- Swag, ticket giveaways, and more!
We need to put as - .
Responsibilities: many bullet points. We'll list each as
- .
Qualifications: list of qualifications.
Compensation: pay range: 64,400.00--85,900.00. Also mention performance-based bonus plan.
Also "Gaming Compliance & Licensing Requirements": includes licensing obligations, background checks, responsible gambling policies.
We could put that under a section "Requirements" or "Licensing". Since we already have Qualifications, maybe separate "Requirements" for licensing.
Also "About BetMGM": description.
We must not include boilerplate like "BetMGM LLC is an Equal Opportunity Employer..." etc. Remove that.
Also remove "If you need assistance..." etc.
Also remove "This job description is not an exclusive..." etc.
Also remove "At BetMGM, we recognize that every individual plays a meaningful role..." maybe that's part of culture; but could be considered boilerplate? It's about inclusive workplace; might be considered EEO boilerplate. Safer to remove.
We need to preserve all substantive information; but that paragraph about inclusive workplace might be considered fluff but still part of posting. However instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. That paragraph is about inclusive workplace, could be considered EEO boilerplate. So remove.
Also remove "By meeting people where they are..." etc.
Thus we keep: Benefits, Responsibilities, Qualifications, Compensation, Gaming Compliance & Licensing Requirements, About BetMGM (maybe as "About the company").
Let's craft HTML.
Structure:
Benefits
- ...
...
Responsibilities
...
Qualifications
...
Pay
The pay range for this position is $64,400.00 to $85,900.00. This position is also eligible for participation in a performance-based bonus plan.
Requirements
(for licensing)
As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. The licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification. In addition, candidates must comply with and support BetMGM's responsible gambling policies, procedures, and initiatives.
About BetMGM
BetMGM is revolutionizing sports betting and online gaming in the United States and Canada. 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 Casino, 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.
Check we didn't miss any substantive info: The "Opportunity" section describing the Analyst, Patron Complaints role. That's important; we omitted it. We need to include a section maybe "The Opportunity" or "About the role". The instruction says use headings like About the role. So we should include a section summarizing the role description. Let's add About the role
with the paragraph from "The Opportunity". That paragraph: "The Analyst, 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."
We should keep that.
Also we have "Essential Functions" bullet: "Must be able to stand or sit, and operate computers and other technological devices for extended periods of time". That's substantive; could be included under Qualifications or a separate section "Essential Functions". Could add as a - under Qualifications or under a separate section "Essential Functions". Since we have Qualifications already, we could add it there as a bullet.
But we already have Qualifications list; we can add that as an extra bullet.
Now ensure we didn't duplicate any content.
Let's extract responsibilities list precisely:
- Assist in the investigation, drafting, and submission of incident reports and related notifications to state regulatory agencies, in accordance with the requirements of each jurisdiction within which the Company operates.
- Support the intake, logging, and tracking of regulatory fines, citations, warning letters, and proposed civil penalties received from state regulatory agencies across all jurisdictions, ensuring each matter is promptly documented, calendared against response deadlines, and routed to the appropriate internal stakeholders for review.
- Maintain the team's centralized tracker of cross-jurisdictional fines and warnings, including status, response deadlines, amounts, underlying violations, and resolution, to provide Compliance leadership with accurate, real-time visibility into enforcement activity across states.
- Assist in the preparation of internal assessments for regulatory citations and proposed fines, including gathering context on related open matters in the same jurisdiction, compiling supporting facts, and helping to organize materials for cross-functional review by the Senior Manager, Legal, and relevant business stakeholders.
- Execute assigned tasks within established incident reporting procedures and practices, including the intake of potential incidents, gathering of relevant facts, coordination with subject matter experts, and drafting of incident report narratives for review.
- Maintain accurate records and documentation of incidents, investigations, fines, citations, and submissions in the team's central tracking tools, ensuring timeliness, completeness, and consistency of data.
- Support the monitoring of deadlines and regulatory response timelines, proactively flagging upcoming due dates and potential risks or roadblocks to the Senior Manager.
- Partner cross-functionally with stakeholders across Compliance, Legal, Trading, Responsible Gaming, Technology Governance, AML/Fraud, VIP, and other relevant business areas to gather information required to complete incident reports and fine/citation assessments.
- Assist in the continuous identification of opportunities to improve incident reporting and fine-tracking processes, including proposing enhancements to templates, intake forms, trackers, and standard operating procedures.
- Support the team in monitoring updates to online gaming and sports wagering regulations, and assist in assessing potential impacts on existing processes.
- Respond to inquiries and support requests from internal stakeholders regarding the status of open incidents, fines, and warnings, and related reporting obligations in assigned jurisdictions.
- Assist with the preparation of periodic reporting, metrics, and summaries for Compliance leadership concerning incident volumes, fine/warning trends, status, and resolutions.
- Support the team's efforts to incorporate technology, automation, and AI tools into the incident reporting and fine-tracking workflows, in alignment with the Company's broader efficiency and automation priorities.
- Build understanding of BetMGM's business operations, products, and regulatory landscape in order to contribute to decisions and day-to-day work with increasing effectiveness.
- Follow the Company's internal code of conduct, compliance, regulatory, and standard operating procedures, and monitor adherence to such procedures within assigned responsibilities.
- Performs other related duties as assigned by the Senior Manager of Compliance and Incident Reporting.
We'll include all.
Qualifications list:
- Bachelor's degree or equivalent practical experience preferred.
- 0–3 years of relevant experience in compliance, regulatory affairs, legal, audit, or a related field.
- Online or Land-based Casino/Sports Wagering experience preferred, but not required.
- Experience in report writing, document management, and/or research and analysis preferred.
- Exposure to reviewing, researching, and interpreting regulations, policies, or procedures is a plus.
- Strong written and verbal communication skills, with the ability to produce clear, concise, and accurate work product.
- Strong organizational skills and attention to detail, with the ability to manage multiple workstreams, trackers, and deadlines.
- Strong analytical mindset, with the ability to gather facts, identify issues, and contribute to problem-solving.
- Ability to work well under pressure in a fast-paced environment and to switch between competing priorities.
- Ability to work both independently within established procedures and collaboratively as part of a small, high-performing team.
- High level of personal initiative, accountability, and motivation to take ownership of assigned tasks.
- Openness to receiving and applying feedback as part of ongoing professional development.
- Good interpersonal skills, with the ability to build rapport and maintain cooperative working relationships with internal stakeholders.
- Professional, honest, and reliable.
- Basic proficiency in MS Word, Excel, PowerPoint, and MS Outlook required; familiarity with case management, project tracking, or AI-assisted productivity tools (e.g., Jira, Microsoft Copilot) a plus.
- Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship.
- At this time, this role is not eligible for immigration-related employment authorization sponsorship including H-1B, O-1, E-3, TN, OPT, etc.
Also Essential Functions: "Must be able to stand or sit, and operate computers and other technological devices for extended periods of time". We'll add as a bullet under Qualifications or separate. Let's add as a bullet under Qualifications.
Now Benefits list we have.
Now Pay: we have.
Now Requirements (licensing) we have.
Now About BetMGM we have.
Now About the role we have.
Now ensure we didn't include any boilerplate like "We are a brand with technology at our hearts..." etc. That's fluff; could be considered boilerplate but maybe it's substantive about company culture. The instruction says remove cookie/navigation/legal/
Benefits
- ... ...
Responsibilities
- ...
Qualifications
- ...
Pay
The pay range for this position is $64,400.00 to $85,900.00. This position is also eligible for participation in a performance-based bonus plan.
Requirements
(for licensing)As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. The licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification. In addition, candidates must comply with and support BetMGM's responsible gambling policies, procedures, and initiatives.
About BetMGM
BetMGM is revolutionizing sports betting and online gaming in the United States and Canada. 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 Casino, 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.
Check we didn't miss any substantive info: The "Opportunity" section describing the Analyst, Patron Complaints role. That's important; we omitted it. We need to include a section maybe "The Opportunity" or "About the role". The instruction says use headings like About the role. So we should include a section summarizing the role description. Let's add