CRM - Customer Relationship Management

With the implementation of the 4AMLD in late 2017 and the subsequent implementing measures and guidance set out by the FIAU and ongoing monitoring by the MGA, it is imperative that operators fully understand and meet the requirements of compliance with the AML regulations. This workshop will explore key topics in AML including the methodology to a comprehensive risk assessment, enhanced due diligence requirements including source of funds and source of wealth, financial crime enforcement and a review of the compliance landscape for 2019. Participants will hear from experts in the AML field and updates directly from the MGA and FIAU.

iGA's eLearning course on Active Shooter Awareness training for the US helps students understand what an active shooter situation is and how to mitigate risks at the workplace. The course covers corporate policies and procedures, detailing the responsibilities of supervisors of employees with regards to an active shooter situation response. It is based on U.S. Department of Labor, Occupational Health and Safety Administration recommendations. Within the course, you will find topics including Active Shooter Profile, Emergency Action Plan, Active Shooter Situation Response, Managing the Consequences of Active Shooter Situation.

iGaming Academy's 'Adherence to Applicable Legislation Relating to Data Protection and Privacy' course will provide an overview of a Remote Gaming operator's data protection and information security obligations and the practical considerations relating to compliance with the GDPR. This virtual classroom training course, dedicated to covering the EU and Maltese data protection regulations, will also go through the implementation of a company-wide privacy framework. The course will finally cover analysing a number of practical considerations and principles emanating from case law.

This comprehensive course gives affiliate managers the knowledge, tools and skills needed to succeed in their role. Covering a range of topics in an engaging, interactive format, participants will have the chance to discuss, get hands-on experience and join in a team competition to round off the course. Everyone will be encouraged to put learnings into practice by formulating a real affiliate marketing strategy for their brand or business.

iGaming Academy’s Anti-Money Laundering &amp, Counter-Terrorist Financing training meets the mandatory training requirements for online gaming jurisdictions, focusing on AML and CTF prevention. This engaging and practical course comprehensively covers key topics like customer due diligence, ongoing monitoring, financial thresholds, money laundering red flags, and reporting suspicions. The foundation course is complemented by jurisdiction-specific plugins, an approach that ensures trainees become not only compliant with licensing terms but also well-equipped with the knowledge and skills to effectively manage AML and CTF challenges in the gaming industry across several markets.

For subsequent rollouts of iGaming Academy’s Anti-Money Laundering &amp, Counter-terrorist Financing training, a Recap course, which is designed to cover the fundamental points covered in the foundation course, is available. This is tailored to meet the mandatory training requirements for online gaming jurisdictions, focusing on AML and CTF prevention. The course is designed to be engaging and practical, offering comprehensive coverage of key topics like customer due diligence, ongoing monitoring, financial thresholds, money laundering red flags, and reporting suspicions.

These modules are tailored to the specific AML/CTF regulations across the respective country, aligning with AML Directives. This essential training for gaming sector professionals outlines their jurisdiction-specific AML/CTF requirements, focusing on identifying and reporting suspicious activities, implementing customer due diligence, and managing risk profiles. Covering the identification, verification, and ongoing monitoring of customers, with special attention to politically exposed persons, high-risk customers, and sanctioned individuals. The jurisdiction-specific plug-ins complement the AML Foundation to ensure that trainees comply with licensing terms and are well-equipped with the knowledge and skills to manage challenges in the industry across several markets effectively.

iFinance Academy’s, a trading name of iGaming Academy, course on An Insider's Guide to Payments and Payment Systems course has been developed in collaboration with industry experts and covers the history of payments, the key players in payments, the main payment products available, digital banking, compliance and regulation in the industry. It also delves into the future of payments including the emergence of crypto currencies, stablecoins and Central Bank Digital Currencies (CBDC)s. Our training course has been specifically developed for employees at all levels to provide an extensive overview of the mechanics driving this important and dynamic industry.

The iGaming Academy's portfolio of ready-made e-Learning courses covers a range of disciplines central to the successful operation and regulatory compliance of an online gaming business. The Anti Bribery course consists of a set of highly interactive and engaging modules bound by a strong storyline and realistic scenarios. These ensure individuals gain an understanding of the industry in a clear and concise manner. The subject matter is created by industry experts and is delivered in an entertaining and informative format.

The iGaming Academy's portfolio of ready-made e-Learning courses covers a range of disciplines central to the successful operation and regulatory compliance of an online gaming business. The Anti Fraud course consists of a set of highly interactive and engaging modules bound by a strong storyline and realistic scenarios. These ensure individuals gain an understanding of the industry in a clear and concise manner. The subject matter is created by industry experts and is delivered in an entertaining and informative format.

The iGAs Anti Money Laundering course provides participants with an overview of the main and the subsidiary legislations concerning Anti Money Laundering. This course describes the company roles were the legislation is applicable and it also describes the role of the Money Laundering Reporting Officer. Participants will also go through the 4th EU Directive and the requirements under this new directive. The course furthermore provides an overview of the practical application of AML principles within the iGaming industry.

The Anti Money Laundering and Countering the Financing of Terrorism online course consists of a set of highly interactive and engaging modules bound by a strong storyline and realistic scenarios. These ensure staff members gain an understanding of improper practices and what is involved to comply with local laws, regulations and company procedures. The subject matter is created by industry experts and is delivered in a concise, entertaining and informative format.

Students will learn what fraud is, how to profile the cybercriminal and their motives, identifying suspicious activity, red flags and how to prevent them. There will also be an introduction to chargebacks, the management of RFI's, the detection and prevention of Bonus abuse, and identification of specific fraudulent activity for Casino, Sportsbook or Poker verticals. Exercises and realistic case studies will be presented throughout in this interactive course which teaches learners to spot fraudulent activities. Our range of Fraud management courses has been developed in conjunction with industry experts, with years of training and in-depth knowledge of fraud management within iGaming.

The iGA Anti- Fraud and Payments Handling course gives participants an overview of the roles played by the Fraud and Collusion teams in any Online Gaming company. Participants will explore the fundamentals of fraud auditing and identification, payment types & methods, common fraud techniques, means of detection and prevention methods.

All online gaming jurisdictions require their licensees to train relevant staff in Anti-Money Laundering (AML) and Combatting the Funding of Terrorism (CFT) techniques as part of the terms of their licence. Our AML/CFT training course has been specifically developed in an engaging, practical and comprehensive format to help you and your staff meet this regulatory training requirement. In the first half of the course, students will learn all the essential facts about AML/CFT including what legislation is applicable and what their responsibilities are as employees. The second half of the course consists of exercises in which students can spot money laundering activities by working through realistic case scenarios.

Students will learn all the essential facts about money laundering and terrorist financing, including what legislation is applicable and what their responsibilities are as employees. Students will gain an understanding of associated risks and learn how to spot money laundering activities by working through realistic case scenarios. Our AML/ATF training course has been specifically developed in an engaging, practical, and comprehensive format to help train relevant staff meet a regulatory training requirement necessary as part of the terms of their gaming licence.

Students will learn all the essential facts about Anti money Laundering and Counter-terrorist Financing (AML/CTF) including what legislation is applicable and what their responsibilities are as employees. They will cover topics such as identifying potential suspicious activities, conducting Customer Due Diligence, Enhanced Due Diligence, Third Party Identification and Customer Monitoring, offences and penalties under US laws, and individual reporting obligations of casino workers. Our AML/CTF course will help train relevant staff spot money laundering activities by working through realistic case scenarios and meet a regulatory training requirement necessary for their gaming licence.

Delivered over the course of three days, this masterclass spotlights the evolution of blockchain and the digital economy, the mechanics of distributed ledger technology works, the value of mining, the stages and peculiarities of ICOs, and introduce cryptocurrencies. High level briefings for senior leadership and specialist professionals, our masterclasses provide exclusive insight on key topics and trends. All masterclasses include the opportunity for in-depth discussion and Q&amp,A.

In this course, learners will explore what a service culture is and the critical impact its delivery has on building brand reputation. Through real-life examples and management theories, you will learn why successful service culture leads to success for all stakeholders, staff, management, and customers alike

The Business Analytics course will provide learners the ability to interpret data provided to them or apply skills to analyse customer trends. Focussed on the gaming industry, this course is ideal for those with an analytical background or a flair for analysis, as well as the managers and other roles that make use of the data to take critical business decisions.

iGaming Academy’s Communication Styles &amp, Techniques course is a standalone module that forms part of the Player Protection training suite. This bite-sized module aims to enhance employees' understanding of their communication style and develop effective communication techniques when navigating conversations with players, especially during sensitive interactions.

Compliance Briefing is a workshop of four sessions at SIGMA Malta for an illuminating overview of the compliance landscape in 2018. Featuring expert speakers from a broad range of industry and professional backgrounds, this 1-day event will provide participants with a comprehensive insight into new and upcoming compliance requirements.

Delivered over the course of three days, this masterclass introduces the responsibilities of a Compliance Officer, review the rules of all relevant regulatory agencies, and explore the resources required for a Compliance Officer to achieve an effective compliance programme in gaming.

iGaming Academy’s Compliance with the Obligations of Authorised Persons course provides an overview of an authorised MGA remote gaming company’s compliance obligations across several different areas including reporting, player protection, advertising and other aspects of an authorised person’s activities and operations. This virtual classroom training covers implementing procedures and all the relevant local legislation and it will also cover a risk-based approach to implementing an AML/ CTF Compliance programme.

iGaming Academy's COVID-19 Readiness course will provide you with greater awareness about the COVID-19 pandemic, as well as introducing best practises in the workplace, designed to ensure continuity of businesses and prepare the workforce for new working conditions.

The iGaming Academy's portfolio of ready-made e-Learning courses covers a range of disciplines central to the successful operation and regulatory compliance of an online gaming business. The Customer Relationship Management course consists of a set of highly interactive and engaging modules bound by a strong storyline and realistic scenarios. These ensure individuals gain an understanding of the industry in a clear and concise manner. The subject matter is created by industry experts and is delivered in an entertaining and informative format

The iGaming Academy's portfolio of ready-made e-Learning courses covers a range of disciplines central to the successful operation and regulatory compliance of an online gaming business. The Customer Service course consists of a set of highly interactive and engaging modules bound by a strong storyline and realistic scenarios. These ensure individuals gain an understanding of the industry in a clear and concise manner. The subject matter is created by industry experts and is delivered in an entertaining and informative format.

Learn the fundamentals of Cybersecurity and how to protect your organisation or even your desktop/laptop and your digital accounts from cyber threats, by taking iGaming Academy’s Cybersecurity Awareness course. The advance in technology has changed our everyday life, from the way we communicate to the way we do our banking. With a plethora of applications available at our fingertips, multiple digital accounts, and countless transactions, it’s imperative to be aware of how to protect ourselves and our devices from being hacked.

This module will provide an introduction as to how to achieve an exceptional service culture for both companies and individuals with a goal to deliver service that counts every possible time. Learners will gain an understanding as to how having an exceptional service culture leads to success for management, stakeholders, and employees. The course provides a high-level overview of delivering exceptional service in the workplace. It covers topics ranging from service culture, delivering exceptional service using a personalised approach, active listening, and how to handle challenging situations with customers

Learn all there is to know about digital marketing, an umbrella term that refers to online marketing of products or services through various forms of digital media that are used to digitally connect a business with its audience. Digital marketing includes your website, branding, digital advertising, email campaigns, landing pages, affiliate marketing, content, graphics, social media and everything that represents you online.

iGaming Academy’s Emotional Intelligence &amp, Empathy in Communication course is a standalone module that forms part of the Player Protection training suite. This bite-sized module aims to enhance employees' ability to communicate empathetically and effectively with customers, especially those facing gambling-related issues, by developing emotional intelligence and active listening skills.

Daily interactions with colleagues can have unintended, and potentially discriminatory, effects. This can lead to feelings of uneasiness, frustration and even discrimination. This module creates awareness on whether our interactions with others at the workplace is fair and equal, and whether it is perceived as such from individuals on the receiving end. Students will gain insight into equal employment opportunities through case scenarios. Gaming companies, like all US employers, have a responsibility to ensure equality and diversity in the workplace. As a high-profile industry, regularly in the public eye, we should all understand our responsibilities and be able to act accordingly.