High Value Client Executive (Canada)

Reports To: Head of HVC
Department: Customer Service
Location: Gibraltar
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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
  • 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 Ontario 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
  • Attention to detail is a must for this role
  • Strong 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.

BetVictor is an equal-opportunity employer.

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    BetVictor is an equal opportunity employer.