The 36k Special Task is responsible for proactively contacting customers to assist them in completing the account verification process. This role ensures that players submit the required documentation in a timely manner, helping maintain compliance with regulatory requirements while providing a positive customer experience.
Key Responsibilities
- Proactively contact customers via phone, email, chat or Whats App to request the required verification documents.
- Guide customers through the document submission process and answer any related questions.
- Follow up with customers who have incomplete or pending verification cases.
- Review account status and identify customers requiring additional documentation.
- Coordinate with AML, Risk, Fraud, and Customer Service teams to resolve verification issues.
- Maintain accurate records of all customer interactions in the CRM system.
- Meet daily and monthly productivity goals, including contact attempts, successful verifications, and completion rates.
- Ensure all customer interactions comply with company policies, responsible gaming regulations, and data privacy standards.
- Escalate complex verification cases when necessary.
- Identify opportunities and potential VIP customers.
Key Skills
- Excellent verbal and written communication skills.
- Strong customer service and negotiation skills.
- Ability to handle objections and encourage customers to complete required actions.
- Strong organizational and time management skills.
- Attention to detail and ability to manage multiple cases simultaneously.
- Persuasion and relationship building
- Compliance awareness
- Adaptability
- Ability to collaborate with multiple departments.
- Advanced knowledge of CRM system.
- Strong sense of urgency and commitment to service excellence.
- Basic knowledge of excel (pivot tables, data segmentation).