EDD Specialist HVC (French)

About the role

We're part of Super Group, the NYSE-listed digital gaming company behind some of the world's leading Sports and iGaming brands. At DigiOutsource, we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We're empowered to achieve the ultimate in high-performance gaming experiences using the best technology available. Who we're looking for We're on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DigiOutsource, every day is action-packed, and we expect you to bring your A-game. In return, you'll find a supportive environment where your skills can flourish and your career can soar. Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary. Why we need you We're on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision. As an EDD Specialist HVC you'll be protecting business revenue while mitigating compliance risk through supporting customers in the process of completing Source of Wealth requirements. This will help us continue to stay ahead of the game.

Responsibilities

• The feedback from this team will also be utilised in improving the overall customer journey of those customers moving through the SOW process, providing valuable insights into obstacles and roadblocks that can be overcome and sharing ideas to enhance the overall customer experience.
• As part of your role, your responsibilities will include:
• Full accountability for supporting every priority customer assigned, through the Source of Wealth/Enhanced Due Diligence journey:
• Being a point of contact for customers as they move through the SOW process, assisting them to complete due diligence.
• Driving improvement in the retention rates of SOW customers after conclusion of the process.
• Strong focus on customer engagement and passionate about developing and nurturing positive experiences for our customers.
• Applying AML knowledge to answer customer questions, handle objections to the process and requirement and offer guidance to assist customer in adherence to the request.
• Trouble shooting any roadblocks/obstacles preventing customers adhering to the request.
• Daily monitoring and follow up of customers.
• Creating an effective collaboration with other business units involved in the customers journey, to ensure high quality execution of any additional communication to the customer.
• Keeping focus and attention on our responsible gambling obligations, ensuring escalation to this department when/if needed.
• Keeping the Market Development team abreast of progress and results, working with them on appropriate reactivation strategies as needed and applying commercial thinking to proposed reactivation strategies.
• Sharing customer feedback, suggestions, and ideas to improve the overall customer due diligence experience.
• Working in close collaboration with the Customer Relationship Managers, to ensure that the customers they are supporting, are receiving the best possible service and communication throughout the SOW journey.
• Keeping the Customer Relationship Managers abreast of the SOW adherence progress and share customer feedback and insights, with the CRM following customer interactions.
• Potential Priority and Big Winners:
• Providing attention and a first-class service to those customers who are progressing towards Priority level.
• Ensuring up-to-date contact preferences are stored and made available to supporting departments.
• Contacting Big and Progressive Jackpot Winners, obtaining documentation and supporting customer through the payment process.
• Pushing the prioritization of these customers with relevant teams and challenge decisions made, when applicable.
• This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.
• Essential skills you'll bring to the table
• The necessary skills that we require for this role include:
• Strong verbal and written communication skills, with the ability to co

Benefits

Additional Information

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