Account Reactivation Specialist

7 months ago

Century City, South Africa White Hat Gaming Full time

**Purpose of the Role**

As a Self-Exclusion and Reactivation Analyst, you will play a crucial role in managing and overseeing the reactivation requests for self-excluded customers within our online gaming platform. You will review account closures from Customer Support daily, provide insights and recommendations on potential reactivations, and work closely with both the Customer Support and Compliance teams to ensure adherence to regulatory standards and best practices.

**Responsibilities**:
**Self-Exclusion Reactivation Management**:

- Handle daily self-exclusion reactivation requests from customers.
- Conduct thorough reviews of each reactivation request to ensure compliance with regulatory requirements and company policies.
- Maintain detailed records of all reactivation requests and outcomes for auditing purposes.

**Account Closures**:

- Review daily account closure requests from the Customer Support team.
- Analyse reasons for account closures and provide feedback on trends and areas for improvement.
- Collaborate with Customer Support to address customer concerns and enhance retention strategies.

**Process Improvement and Recommendations**:

- Develop and implement strategies to streamline the reactivation and account closure processes.
- Identify opportunities for improving customer experience and reducing unnecessary account closures.
- Provide regular reports and insights to senior management on reactivation trends and compliance issues.

**Compliance and Collaboration**:

- Ensure all activities comply with relevant laws, regulations, and internal policies.
- Work closely with the Compliance team to stay updated on regulatory changes and ensure alignment in practices.
- Collaborate with Customer Support to ensure consistent and compliant communication with customers regarding reactivations and account closures.

**Training and Mentorship**:

- Provide training and guidance to Customer Support representatives on handling self-exclusion and account closure requests.
- Mentor junior team members and share best practices for managing sensitive customer interactions.

**Requirements**:

- At least 2 years of experience in a compliance position within the online gaming industry.
- Thorough knowledge of regulatory requirements and compliance standards specific to the online gaming sector.
- Proven experience managing self-exclusion reactivations and account closures.
- Excellent analytical skills and attention to detail.
- Ability to handle sensitive customer interactions with empathy and professionalism.
- Strong communication and collaboration skills.

**_ Moonspin is committed to the transformation and redressing of past inequalities. Our employment equity goals will be considered in our selection process._

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