Responsibilities

• Conduct outbound calls to customers in relation to account reviews, account access, account reactivation requests and other account-related matters.
• Engage with customers to obtain information required to support compliance, safer gambling, affordability and customer due diligence processes.
• Discuss and explain document requests, verification requirements and account review outcomes in a clear and professional manner.
• Support customers throughout account review processes by providing guidance and addressing queries.
• Handle sensitive conversations relating to safer gambling concerns, affordability assessments and customer welfare in an empathetic and professional manner.
• Accurately record customer interactions and update internal systems with relevant information obtained during calls.
• Liaise with Compliance, Safer Gambling, AML, Customer Support and other internal teams to ensure customer cases are progressed efficiently.
• Escalate complex, high-risk, or vulnerable customer cases to the appropriate teams in accordance with internal procedures.
• Ensure all customer interactions are conducted in line with company policies, regulatory requirements, and customer service standards.
• Maintain a high standard of professionalism, confidentiality and accuracy in all communications.
• Meet agreed quality, productivity, and service level targets.
• Adhering to in-house processes and procedures outlined in guidance documents