Member Support Adviser – South Africa (Night-Shift)

Job Purpose

  • To work alongside other team members responding to customer problems, enquiries and complaints via live chat, email and phone.

  • Handle problems, enquiries & complaints, provide appropriate solutions and alternatives within the time limits and to a full resolution.  Investigate fully all enquiries, complaints and problems before resolution

  • Ensure high customer service standards are maintained

  • Work with other areas to stay updated on product knowledge

  • To ensure that internal procedures are followed when dealing all problems, enquiries and complaints both internal and external

  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives

  • Evaluate New Account Documentation

  • Ensure KYC standard/policy is consistently applied

  • Assessing new account information – using various resources to confirm account information and recognise the potential risk of new applicants

  • Ensuring checks are carried out on new applications to mitigate duplicate account, using SMART and full story tools, raising concern to the financial crime team.

  • Ensure client vetting data and document processing comply with regulations, guidelines, standards and LottoGo policies for all accounts

  • Completion of Final Due Diligence Checklist and adverse media searches

  • Additional duties may be delegated to support other functions within the business as required, full training will be provided



Responsibilities

  • Identifying and escalating high risk accounts at the earliest opportunity, raising concerns to the Responsible Gambing team.

  • Ensure you are due diligent when we are completing KYC and documentation checks.

  • To ensure all allocated daily tasks are completed in full by the end of each working day. Any outstanding enquires must be referred to your Team Leader.

  • To ensure you follow internal practices when dealing with customer enquiries.

  • Handle problems, enquiries & complaints, provide appropriate solutions and alternatives within the time limits and to a full resolution

  • Ensure high customer service standards are maintained

  • Investigate fully all enquiries, complaints and problems before resolution

  • Work with other areas to stay updated on product knowledge

  • To ensure that internal procedures are followed when dealing all problems, enquiries and complaints both internal and external

  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.



    PREFERRED EXPERIENCE AND ESSENTIAL QUALITIES

  • Must be prepared to work a night shift pattern covering the hours of 11pm till 9am four days per week, with 3 days off, on a rotating basis

  • May be the requirement due to business demand, to support flexible hours, including evenings, weekends, and bank holidays on a rota basis with other members of the team, should changes to shift patterns be required, consultation will take place.

  • KYC experience essential

  • Complaint handling

  • Previous office experience

  • Good interpersonal skills

  • Confident manner

  • Ability to multi-task, prioritize and manage time effectively

  • Great attention to detail

  • Works well under pressure

  • Strong phone contact handling skills and active listening

  • Good IT competencies, computer literate with high competency in Excel

  • Open and responsive problem-solving skills

  • Able to work on own initiative, be proactive and motivate others when necessary

  • Methodical and well organised

  • To apply for this exciting role please send your CV and covering letter to: HR[a]annexio.com