Customer due diligence specialist

+ Conducting in depth research (collecting and evaluating data from diverse tools and sources) and gathering its outcome and inferences in internal FDD, AML, RG, Datanomic and Affiliate reports which may provide a precise analysis of customer record information in order to enable bet365 to succeed when meeting CDD/RG/AML/CTF international regulatory requirements

+ Monitoring customers' transactions and gambling patterns, performing RG checks and datanomic searches (reviewing periodically -through Oracle- possible matches between customer accounts and PEP/SAN/SIP/RCA sensitive profiles), contacting subsequently customers over the phone -courtesy calls- and via mail to inform them about the outcome for these betting account reviews (taking actions over the account when necessary)

+ Completing adverse and keyword online searches to check customers and affiliates background, and looking over customers' provided ID/financial documents and their informed payment methods (carrying out evidence summary documents) in regard of preventing money laundering practices and as a way to obtain crucial data from them and asset their actual financial situation

+ Providing CDD starters with both training and coaching so that they may learn how to perform CDD related reports on their own (assisting them with full guidance and serving as instructor when performing shadowing coach), and reviewing and scoring their practice reports so as to supply assessment and advice about reports proper completion

+ Translating accurately documents and information requests from both English to Spanish and Spanish to English, mostly regarding Spanish Police's formal enquiries and law requests but also for internal purposes (e.g. company´s knowledge base articles or customers communication templates)

+ Handling all customer related queries via all contact channels (phone, chat and email)

+ Maintaining high standard of quality and quantity of responses on all Customer Operation related topics and all aspects of the role – i.e. general account queries, game play, payment info and checks, cash out checks, Anti-Money laundering and Under-Age prevention checks with external agencies

+ Carrying out conversion/retention efforts through promotions, events, bonus offers and various outbound projects via telephone, email and chat

+ Analysing and investigating accounts being brought to relevant Operation queues and reporting and taking relevant actions on such accounts as required

+ Carrying out daily documents checks (including Anti-Money laundering and Under-Age checks), dealing with negotiations, legal threats, prevention of charge backs and settlement on members account as required by both lines of business

+ Working according to established standards and liaising with the Fraud department at Gibraltar on all Risk related issues (RM deposit declines and/or chargeback cases)

+ Dealing with enquiries and complaints from customers about online auctions, available special items and/or online bidding procedures at Catawiki website in a timely and correctly manner, via email and phone always according to company's policies

+ Briefing and advising sellers regarding of their personal shipments (used packaging, related international consignment legislation, recommendable shipping companies) and full online track-and-tracing for buyers' parcels as well as full support with complaints to insurance when item is damaged at delivery

+ Escalating bidders' queries to Catawiki's auctioneers and managing international disputes between buyers and sellers, inspecting a high volume of purchases and related information in every case in order to obtain a solution which provides satisfaction in both sides

+ Consulting and reporting other operational units at the time of trouble-shooting, raising tickets to solve a high range of trading affairs, and also making sure feedback is provided in a flawless form

+ Pro-actively signalling and initiating possible improvements and advancements in order to prevent redundant queries, optimise service processes and improve the Catawiki platform

+ Contributing to projects aimed at upgrading the customer support experience within a fast-growing multilingual e-commerce

+ Handling inbound calls, chat service and web mail for customers, carrying management daily duties regarding live loans, explaining to clients when necessary about how the loan application system runs, helping them to sort out its most frequent issues and taking appropriate action as a result of information gathered

+ Undertaking outbound contact and web mail to customers to identify suitable payment plans, methods and schemes which ensure the maximum amount of available income is paid to SW, whilst assuring that payments are sustainable, and fare consistent it with a customer`s risk profile

+ Processing payments and arranging instalment plans in accordance with company policy and guidelines, to guarantee cash inflow is maximised

+ Receiving, classifying and summarising documents and information required to support the role and to provide quality reports to Team Leaders

+ Identifying financially vulnerable customers who require additional debt advice, and ensuring that they are given appropriate information, repayment plans and tariffs which encourage payment sustainability, and where necessary utilising Debt Advice team experts

+ Being an ambassador to customers and represent the company professionally at all times, responding always to queries raised by customers in a polite and friendly way

+ Answering more than ninety calls per day from the largest gas company in Spain, attending to customers' needs i.e. requests for information about their contracts and invoicing, intervention demands in their installations or explanations about legal formalities in under the required three minutes

+ Advising customers on the way to pay debts with the gas company and their invoices in general, providing feasible payment options for all indebtedness cases

+ Processing information and arrangements in the database during calls according to the transaction performed with the client, as well as to the gas company’s operating procedures and Spanish legislation

+ Handling all the possible complaints related to customers contracts and their gas installations, supplying a customized solution to each instance and client

+ Offering different products and maintenance services related to gas and electricity installations to clients, improving their energy service in this way and achieving high sales rates as well as a high level of satisfaction among customers

Bachelor's degree in History (Contemporary History)