Priority Engagement Specialist (French)

Digital Outsource Services; Cape Town; On-site; ZAR 350,000 - 550,000; Full time

Benefits offered by this job

Free daily meals

Free on-site massages

On-site gym

Group life cover

Funeral fund benefit

Medical aid subsidy

Retirement annuity subsidy

Leadership training

Referral bonus

Employee assistance programme

Job summary

Digital Outsource Services is seeking a detail-oriented professional to support customers through the Source of Wealth (SOW) and Enhanced Due Diligence journey. The role focuses on engagement, compliance with AML guidelines, and driving high-quality customer experiences across multiple jurisdictions.

You will collaborate with Customer Relationship Managers and cross-functional teams to ensure timely completion of due diligence, monitor progress, and contribute to reactivation strategies while

Qualifications

• Strong verbal and written communication skills.
• Previous experience in online gaming or casino industry.
• Familiarity with gambling regulations and compliance requirements.
• Experience in an AML/EDD environment.

Responsibilities

• Serve as the primary contact for customers through the SOW journey and assist with due diligence completion.
• Drive improvements in retention rates among SOW customers post-due diligence.
• Address customer questions and objections related to AML requirements and guide adherence.
• Troubleshoot roadblocks to ensure customers meet requests and deadlines.
• Monitor and follow up daily with customers, ensuring timely progress and escalation when needed.
• Coordinate with Market Development and CRM teams to align reactivation strategies and share feedback.

Skills

Customer engagement

Communication skills

Project management

Cross-functional teamwork

AML / EDD knowledge

French language

Attention to detail

Job description

* 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.* 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.* 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* Fluent in French (written and verbal)* 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.* We’re 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 won’t 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* 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