Priority Engagement Specialist

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Who we are

Were part of Super Group the NYSE-listed digital gaming company behind some of the worlds leading Sports and iGaming brands.

At DigiOutsource we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products customer experience and security. Were empowered to achieve the ultimate in high-performance gaming experiences using the best technology available.

Who were looking for

Were on a thrilling journey of growth and innovation and we need passionate driven individuals to join us. At DigiOutsource every day is action-packed and we expect you to bring your return youll find a supportive environment where your skills can flourish and your career can soar.

Ready to become a game-changer Supercharge your career with us and be part of something extraordinary.

Why we need you

Were on a mission to create extraordinary experiences for our customers and we believe that your unique skills passion and superdrive will help us achieve our vision.

As a Priority Engagement Specialist youll be 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.

What youll be doing

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.

As part of your role your responsibilities will include:

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.

Potential Priority and Big Winners:

• 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.

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills youll bring to the table

The necessary skills that we require for this role include:

• 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

• Must be able to work in a shift environment

Desirable skills youve got up your sleeve

It would be great if you also have some of the following skills:

• 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

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

• Adaptability

• Ownership and accountability

• Initiating action

• Resilience

• Team orientation

• Integrity

• Innovation

What youll get back

We offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes:

• Were 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 wont 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.

• Free Daily Meals

• Free Massages On-site

• Free On-Site Gym

• Group Life Cover

• Funeral Fund Benefit

• Financial Services Assistance

• Employee Assistance Programme

• Curro School Fees Benefit

• Income Continuation Benefit

• Leadership Training

• Referral Bonus

• Medical Aid Subsidy

• Free Sleep Coaching

• On-site Barista

• Retirement Annuity Subsidy

• Team builds

Be part of that Superclass feeling.

At Super Group diversity is part of our DNA. With teams across 16 countries 85 nationalities and 18 languages we take equal opportunities seriously championing a supportive inclusive and empowering environment wherever you are in the Group.

Its all about putting your experience first and ensuring honesty and fairness in all we do.
Here your growth is supported and your contributions valued.

Game on!

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore a qualification verification check will be done. By applying for this role and supplying the necessary details you hereby grant us permission to apply for these checks. This will be done in a confidential manner and solely for the purposes of verification.

Should you not hear from us within 2 weeks please deem your application as unsuccessful.

The perfect place to work play and grow!