Analyst, Patron Complaints

We need to output HTML fragment with sections: Benefits, Responsibilities, Qualifications, maybe Pay, maybe other sections like About BetMGM? The instruction: Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use

• for any list of duties/requirements/benefits, and

  for prose. Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

  or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. Output ONLY the HTML fragment — no /, no markdown code fences. We need to extract substantive content: Benefits, Responsibilities, Qualifications, Pay (Compensation), maybe "About BetMGM" is not a required heading but could be considered "About the role"? The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can include "About the role" if there is content describing the role. There's a section "The Opportunity" describing the Analyst, Patron Complaints role. That could be considered "About the role". Also there is "Essential Functions" maybe part of Qualifications? Could be separate but we can incorporate into Qualifications or Responsibilities? Probably better to keep as part of Qualifications? Actually Essential Functions is about physical ability to stand/sit etc. Could be part of Qualifications (maybe under Requirements). But we can include a short paragraph. We need to remove boilerplate: EEO, accommodation, etc. Also remove "About BetMGM" maybe not needed? It's descriptive of company, but not about the role. Could be omitted as not required. However we might keep a brief "About BetMGM" as a paragraph? The instruction says remove legal/EEO boilerplate, but company overview may be considered not boilerplate? It's somewhat generic but still substantive. However they said prefer a few substantive sections over many thin ones. Including About BetMGM may be extra thin. Might be okay to include as a paragraph under a heading? Not listed as allowed heading. Could incorporate into "About the role"? Probably not. Safer to omit About BetMGM. Thus sections: About the role (The Opportunity), Responsibilities, Qualifications (including Essential Functions), Benefits, Pay (Compensation). Possibly also Skills? Not needed. We need to use

  for each section heading. Inside each, use

  for prose,

  • for lists. We must preserve all substantive information: do not omit details. Let's extract each. **About the role** (The Opportunity): 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 can put that as a paragraph. **Responsibilities**: list of bullet points from "Assist in the investigation..." down to "Support the team's efforts to incorporate technology..." etc. Need to capture all bullet points. Let's copy them: - 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 need to ensure we keep all. **Qualifications**: list bullet points from "Bachelor's degree or equivalent practical experience preferred." through "Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship." Also include "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 "Gaming Compliance & Licensing Requirements" maybe part of Qualifications? It's a separate section but we can incorporate into Qualifications as it's about licensing. However the instruction says we should not create sections unless there is real specific content. Gaming Compliance & Licensing Requirements is specific content; we could make a separate section maybe "Requirements" or keep under Qualifications. Since we have allowed headings: Requirements, Qualifications, Skills. We could use "Requirements" for licensing and work authorization. But we already have Qualifications heading; we could include licensing under Qualifications as part of qualifications. However the instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we could split: Qualifications for education/experience/skills, Requirements for licensing/work auth. But we need to avoid thin sections. Might be okay to have both. Let's extract qualifications bullets: - 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. Then licensing/work auth: - 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. Gaming Compliance & Licensing Requirements: - 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. Please note that 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. We could incorporate that under a "Requirements" heading. **Benefits**: list from "Our benefits and perks include:" bullet 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! Also earlier sentence: "As a valued team member, we’re committed to giving you the resources and support you need to thrive." Could be a paragraph before list. **Pay**: The compensation section: "The pay range for this position is as follows: 64,400.00--85,900.00 Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan." We need to output as a paragraph maybe with the range. **Schedule**: Not mentioned, so we should not create a Schedule section. **Skills**: Not separate; we have skills within Qualifications. Thus we will output sections: About the role, Responsibilities, Qualifications, Requirements (licensing), Benefits, Pay. Make sure each heading is

    . Inside each, use

    for prose,

    • for lists. We need to avoid duplicative lines. Ensure we preserve all info. Let's craft HTML. Start with

      About the role

      then

      ...

      . Then

      Responsibilities

      then
      with each bullet as
      • . Then

        Qualifications