EDD Specialist HVC (French)

This role is responsible for 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. This role is responsible for establishing, maintaining, and strengthening customer relationships, with a primary focus on supporting priority customers who are required to adhere to our SOW requirements. The quality in customer service is of utmost importance when executing upon these duties, with a focus being placed on effective customer support, objection handling, customer retention and compliance adherence. This role requires flexibility and a passion for going above and beyond, to assist our customers, which will mean customer interactions outside of standard working hours. 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.

• 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.
• 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.

• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively (required).
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations (required).
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, especially with regards to AML, ensuring adherence to legal standards (required).
• Exceptional attention to detail, ensuring high standards of quality in all outputs (required).
• Proven track record of impeccable customer engagement (required).
• A passion for developing and nurturing positive experiences for customers (required).
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations (required).
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals (required).
• Fluent in French (written and verbal) (required).
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope (preferred).
• Experience in executing customer retention strategies (preferred).
• Experience within an AML/EDD environment, with in-depth knowledge of the requirements for our specific market regulations (preferred).

• Comprehensive learning and development programmes.
• Innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
• Employee Assistance programme offers a variety of benefits which you and your family can benefit from.
• Supportive, inclusive and empowering environment.
• Credit and criminal record check will be conducted.
• Qualification verification check will be done.