HVC Executive (Core) | Gibraltar | On-site
Join us at BVGroup and be part of a dynamic team that's shaping the future of online gaming and sports betting. We're dedicated to fostering a culture of innovation and excellence in the online gaming industry and as a leading global brand, we're committed to delivering top-tier products and services to our customers.
Purpose of the role:
Reporting to the Head of HVC, collaborating closely with Trading and Casino Product teams, EDD and SG teams, the HVC Executive is responsible for identifying, assessing/profiling, and assisting with the management of the Company’s HVC’s, mainly focusing on Canada region.
Key Responsibilities / Duties:
- Responsible for identifying customers for HVC eligibility using the set criteria laid out in HVC Policy (Relevant to Region).
- Completing review of potential HVC’s to ascertain eligibility for HVC programme, recording evidence and decision making appropriately and accurately.
- Onboarding HVC’s ensuring that programme is appropriate, that Customer’s levels are affordable, sustainable, and safe.
- Providing the 1st point of contact to HVC’s, expert understanding of any queries or concerns Customer may have, and addressing appropriately, communicating via all channels which does include OOH.
- Delivering a tailored service to HVC’s, through personalisation, and understanding Customer preferences to sustain player activity.
- Determining the level of reward appropriate to HVC (hospitality, personalised offers/rewards) and documenting decisions made including rationale.
- Work closely with other teams to champion HVC’s, ensuring their needs are met to highest standards, including Trading, CRM, Product Teams, BI and Contact Centre.
- Protecting the Customer and Company through understanding of, and adherence to, Licensing Obligations and LCCP requirements and guidelines, understanding of Legislation.
- Ensuring daily delegation sheet/tasks are completed and reporting delivered on time.
- Hand holding clients through the EDD process, ensuring a smooth customer journey whilst obtaining Source of Funds/Wealth/ID documents.
Person Specification, Skills, Experience & Qualifications:
- A candidate that is passionate about the Customer and is willing to go above and beyond to ensure clients receive the best possible service which does include speaking with clients outside of office hours, including evenings and weekends.
- Attention to detail is a must for this role.
- 3+ years’ experience working within an Online Gaming environment.
- Extensive knowledge and experience of Sports and Casino and the wider industry.
- Understanding of the difference between ROW/Ontario and UK legislation.
- An outgoing and positive individual, that enjoys Customer interactions at all levels.
- Proven record of achieving targets and KPI’s.
- A collaborator with a record of achieving shared objectives within team and with other departments.
- A well organised individual, able to prioritise, multi-task and deliver work to deadlines.
- Excellent resolution skills, ensuring the best outcome for both client and business.
Hours are to suit the needs of the players and business.
How we hire:
Our interviews are a two-way process, and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational, and we want to get the best from you, so come at us with questions and be curious.
In the event that we receive sufficient applications for the role, this vacancy may be subject to early closure. Therefore, if you are interested, please submit your application as early as possible.