EDD Specialist HVC (French)

Digital Outsource Services (Pty) Ltd; Cape Town; In loco; ZAR 240.000 - 360.000; Tempo pieno

Vantaggi offerti da questo lavoro

Comprehensive learning and development programmes

Performance tools for constructive feedback

Employee Assistance programme

Competitive remuneration and benefits package

Descrizione del lavoro

Digital Outsource Services in Cape Town is seeking an EDD Specialist HVC to protect revenue by supporting priority customers in completing Source of Wealth requirements. The role requires strong communication skills, knowledge of gambling regulations, and the ability to nurture positive experiences for customers.

Key responsibilities include driving retention rates, managing due diligence processes, and collaborating across business units. A competitive remuneration package is provided along with comprehensive employee benefits.

Competenze

• Impeccable customer engagement and communication skills essential.
• Strong understanding of player behaviour and industry regulations required.
• Experience in executing customer retention strategies desirable.

Mansioni

• Support priority customers in completing Source of Wealth requirements.
• Serve as a point of contact for the SOW process.
• Drive improvement in customer retention rates.

Conoscenze

Strong verbal and written communication skills

Previous experience in online gaming or casino industry

Familiarity with gambling regulations and compliance

Exceptional attention to detail

Proven track record of customer engagement

Fluent in French

Ability to adapt to changing environments

Experience in cross-functional teams

Descrizione del lavoro

Kick-start your career in the online gaming world and experience the very latest in technology and innovation. We’re part of Super Group, the NYSE‑listed digital gaming company behind some of the world’s leading Sports and iGaming brands. At DigiOutsource, we bring passionate people and innovative tech together to create market‑leading online gaming solutions.

Overview

As an EDD Specialist HVC you’ll protect business revenue while mitigating compliance risk by supporting customers in completing Source of Wealth (SOW) requirements. Your work will keep the company ahead of the game.

What you’ll be doing

This role is responsible for establishing, maintaining and strengthening customer relationships, with a primary focus on supporting priority customers who must meet our SOW requirements. Key responsibilities include:

• Full accountability for supporting every priority customer assigned through the Source of Wealth/Enhanced Due Diligence journey.
• Serve as a point of contact for customers as they progress through the SOW process, assisting them to complete due diligence.
• Drive improvement in the retention rates of SOW customers after the conclusion of the process.
• Apply AML knowledge to answer customer questions, handle objections to the process and requirements, and offer guidance to help customers adhere to the request.
• Troubleshoot any roadblocks or obstacles preventing customers from meeting the request.
• Daily monitoring and follow‑up of customers.
• Collaborate with other business units involved in the customer journey to ensure high‑quality execution of any additional communication.
• Maintain focus on responsible gambling obligations, escalating to the relevant department when necessary.
• Keep the Market Development team informed of progress and results, working with them on appropriate reactivation strategies and applying commercial thinking to proposed reactivation strategies.
• Share customer feedback, suggestions, and ideas to improve the overall customer due diligence experience.
• Work closely with Customer Relationship Managers to ensure they receive best possible service and communication throughout the SOW journey, keeping them abreast of SOW adherence progress.
• Provide high‑quality service to Priority level customers and Big/Progressive Jackpot Winners, obtaining documentation and supporting the payment process.
• Push prioritization of these customers with relevant teams and challenge decisions 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 you’ll bring to the table

• Strong verbal and written communication skills, able 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 AML and adherence to legal standards.
• Exceptional attention to detail, ensuring high standards of quality in all outputs.
• Proven track record of impeccable customer engagement.
• 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.
• Fluent in French (written and verbal).

Desirable skills

• Expertise in managing multiple projects simultaneously, delivering on time and within scope.
• Experience in executing customer retention strategies.
• Experience within an AML/EDD environment, with in‑depth knowledge of market‑specific regulations.

Our values

• Adaptability
• Ownership and accountability
• Initiating action
• Resilience
• Team orientation
• Integrity
• Innovation

Benefits

• Comprehensive learning and development programmes to expand your skills and advance your career.
• Performance tools that provide regular, constructive feedback to help you improve and reach your full potential.
• Employee Assistance programme offering a range of benefits for you and your family.
• Diversity and inclusion across 16 countries, 85 nationalities, and 18 languages, fostering an inclusive and empowering environment.
• Competitive remuneration and benefits package.

We believe in hiring talented, hardworking, and ambitious people from all over the world. In return, we ensure a supportive working environment, access to leading edge technologies, and a commitment to social awareness and equity.