EDD Specialist HVC

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. 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. Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations Familiarity with gambling regulations and compliance requirements in various jurisdictions, especially with regards to AML, ensuring adherence to legal standards Exceptional attention to detail, ensuring high standards of quality in all outputs Proven track record of impeccable customer engagement A passion for developing and nurturing positive experiences for customers Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope Experience in executing customer retention strategies Experience within an AML/EDD environment, with in-depth knowledge of the requirements for our specific market regulations. Fluent in French We're dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career. Your hard work and achievements won't go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential. Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from. undefined