AML Escalations Officer in Wigan

Anti-Money Laundering (AML) processes play a vital role in protecting both our business and our customers. We’re looking for an AML Escalations Officer to support the AML Manager in delivering robust AML and Due Diligence (CDD & EDD) controls across all Business-to-Customer (B2C) products. Working within the Compliance team, you’ll act as a key escalation point for complex and high-risk AML cases. You’ll help safeguard the business against money laundering, fraud, and social responsibility risks; while ensuring we continue to meet regulatory expectations set by the Gambling Commission. This is a hands-on role suited to someone confident in making evidence-based decisions, managing sensitive customer interactions, and working collaboratively across teams.

Responsibilities

• Support the AML Manager in the delivery of the overall AML strategy and assist with the day-to-day operation of the AML function.
• Handle complex customer cases and escalations arising from AML Officers, customer queries, or complaints, ensuring that decisions are robust, well documented, and evidence based.
• Work closely with high-risk and Tier 1 customers to conduct enhanced due diligence and ongoing monitoring, providing clear recommendations on appropriate AML controls and outcomes.
• Support the wider AML team to ensure service level agreements and key performance indicators are achieved, particularly during peak periods.
• Deputise for the AML Manager when required.
• Represent the AML team in key meetings, presenting customer profiles to stakeholders, and building strong collaborative relationships across Compliance, Customer Operations, and other business areas.
• Raise Suspicious Activity Reports to the MLRO where suspicious activity is identified and ensure appropriate reporting into the AML Manager.
• Maintain accurate record-keeping, regulatory awareness, and participate in ad hoc projects that support wider business and compliance objectives.

Qualifications

• Good working knowledge of AML legislation and regulatory requirements, with a willingness to continually develop knowledge in this area.
• Logical and structured approach to thinking, enabling sound decision-making and clear justification of outcomes.
• Confidence in making decisions and presenting recommendations to management and key stakeholders.
• Highly motivated, well organised, and capable of producing accurate and detailed work to a consistently high standard, even under pressure or tight deadlines.
• Strong workload management skills, excellent written and verbal communication, and a confident, professional telephone manner.
• Comfortable handling difficult or sensitive conversations with customers while maintaining professionalism and empathy.
• Strong computer literacy, including proficiency with Microsoft Office tools, and understanding of confidentiality and data security.
• Experience producing metrics or reporting to support compliance and business objectives is desirable.
• Able to apply policy directives in a practical, real-world environment.
• Effective on own initiative, contribute positively within a team, and challenge existing processes for improvements.

Benefits

• Friendly working environment with a strong sense of teamwork and pride in what we do.
• Development of a broad range of skills and experiences that can enhance your career at the Tote.
• Competitive Basic Salary
• Discretionary Bonus Scheme
• Company Shares Option Plan
• Contributory pension scheme
• Life insurance (4 x basic salary)
• Simply Health Cash Plan
• Holiday entitlement (33 days inclusive of bank holidays)
• Study Support and opportunity for progression and development
• Confidential 24/7 365 employee assistance helpline
• Agile and collaborative office environment with free parking, fruit, biscuits, and drinks
• Regular social events, charity events and volunteering opportunities