Santa Lucija, Malta
I have substantial training in player behaviour reviews and due diligence from the UK Gambling Commission (UKGC) and the Malta Gaming Authority (MGA), enabling me to conduct thorough customer risk assessments. In my current role, I perform safer gambling reviews, manage care calls and chats, and ensure compliance by processing withdrawals and overseeing Customer Due Diligence documents. I also raise Suspicious Activity Reports as needed and review Seon results. Additionally, I prepare identity verification pages for various countries and translate promotions and communications into Spanish, Portuguese, and Finnish, using tools like DeepL and Grammarly for accuracy.
Responsible for directing agents through their daily routines, ensuring they have the tools and information to operate with and handling customer escalations with games providers and KYC Respond promptly and effectively to incoming customer inquiries through various live chat and teams channels. Build and develop strong customer relationships.
- Maintained accurate records by logging communications, interactions, and incidents in the Customer Relationship Management (CRM) system. - Provided exemplary support to customers and store attendants, effectively addressing inquiries and operational issues. - Managed incoming calls, delivering comprehensive and timely information and solutions. - Escalated issues to relevant departments, management, or third parties to ensure prompt resolution. - Implemented escalation procedures for customer complaints and service failures. - Ensured stakeholders received superior service through consistent communication and follow-up. - Conducted CCTV surveillance and processed footage requests according to company protocols. - Recognized and reported suspicious behaviors affecting compliance and procedures. - Diagnosed technical issues, performed hardware troubleshooting, and minimized downtime. - Proposed improvements to enhance service delivery and operational efficiency. - Identified recurring issues and informed management of emerging trends. - Monitored open service requests to ensure resolutions. - Maintained organized documentation, including support records and customer interactions. - Managed online queries for the lottery website as needed. - Ensured compliance with company policies and procedures for customer support. - Shared knowledge with internal teams and external stakeholders to foster collaboration. - Demonstrated strong organizational skills, effective communication, and attention to detail. - Stayed informed about company products and promotions to provide accurate customer guidance.
- Review safer gambling behaviours and concerns to evaluate the appropriate interactions required. - Analyse documents for Know Your Customer (KYC) and Customer Due Diligence (CDD) triggers utilising various software tools. Conduct Customer Risk Assessments (CRAs) for our clients to ensure compliance and safety. - Provide timely and effective responses to incoming customer inquiries through multiple channels, including live chat, email, and Slack. - Assist in the implementation of new products, processes, and policies to enhance operational efficiency. - Contribute to the attainment of customer service Key Performance Indicators (KPIs) by maintaining high standards of service delivery. - Ensure that complex customer issues are properly addressed and resolved in a prompt manner. - Participate as a member of the Malta Social Committee, contributing to the planning and organisation of events. -Assisted with office planning and coordination of internal events and meetings.
Responsible for directing agents through their daily routines,ensuring they have the tools and information to operate with andhandling customer escalations with games providers and KYC Respond promptly and effectively to incoming customer inquiriesthrough various live chat and Slack channels. Build and develop strong customer relationships. Ensure that more complex customer issues are followed up andresolved promptly. Contribute to the ongoing development and improvement of thePaddy Power Betfair customer experience. Support implementation of new products, processes and policies Contribute towards the achievement of customer service KPIs
Onboarding of new members. KYC and AML checks. Enhanced due diligence checks Carrying out the Customer Risk Assessment for onboardingmembers. Carrying out checks for Sanctions and Court Orders Creating Excel sheets for beneficial statements for all members. Archiving member's information Checked, sorted, and distributed incoming post/mail deliveries daily. Managed inventory and ordered daily staff lunches, ensuring timely and accurate deliveries. Coordinated housekeeping schedules and ensured cleanliness of common areas. Assembled and arranged desks, chairs, and IT hardware for new joiners. Collaborated with facilities to address repair and maintenance needs efficiently.