VIP Special task - 36k (Internal position)

Job Summary

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 WhatsApp 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).