Account Servicing Executive

Summary

Join Midnite, a next-generation betting platform, as an Account Servicing Executive and ensure exceptional customer experiences. You will play a crucial role in onboarding new players, guiding them through KYC & AML processes, and resolving queries efficiently. This role involves profiling customers, providing tailored support, and proactively gathering feedback. You will collaborate with various teams to address complex issues and maintain accurate records. The position requires strong customer service skills, experience in the iGaming industry, and adherence to regulatory guidelines. Midnite offers a competitive salary, comprehensive benefits, and a flexible work environment.

Requirements

• Minimum of 1 year of experience in the iGaming industry, with a strong understanding of its unique operational demands
• Proven experience in customer-facing roles, demonstrating excellent interpersonal skills
• Demonstrated experience with customer communication over the phone and via email, with a clear and professional communication style
• A proactive and results-oriented approach to customer service, with a focus on problem-solving and customer satisfaction
• Strong attention to detail and ability to follow strict regulatory guidelines
• Ability to work effectively in a fast-paced, dynamic environment

Responsibilities

• Help customers with any problems that arise when playing at Midnite, providing empathetic and effective solutions
• Profile customers to ensure they are directed to the appropriate teams for specialised support, ensuring a tailored approach to their needs
• Help profile and segment customers based on their needs
• Make proactive calls to customers to ensure their satisfaction with the service provided and to gather valuable feedback
• Assist customers via email with document and compliance requests to facilitate a seamless experience, ensuring all regulatory requirements are met
• Maintain accurate and detailed records of customer interactions and transactions within our CRM system
• Collaborate closely with compliance, fraud, and support teams to escalate complex issues and ensure timely resolution
• Educate customers on Midnite's products, features, and responsible gaming tools
• Flexibility to work ad-hoc evenings and weekends as and when required

Benefits

• Shape our future: Play a key role in our team's success, where your voice matters, and you'll have a direct impact on shaping Midnite's future
• Connect and unwind: Take part in our quarterly gatherings where our community comes together to bond and have fun
• Comprehensive health coverage: Look after your well-being with our outstanding zero-excess health insurance plan, which includes optical and dental coverage
• Simplify life: Take advantage of our nursery salary sacrifice scheme, allowing you to conveniently pay your child's nursery fees straight from your paycheck
• Work-life balance: Enjoy 25 paid holidays a year, plus generous paid maternity, paternity, and adoption leave, supporting you during life's most important moments
• Productive home office: We provide everything you need for a comfortable and ergonomic home setup, ensuring you're as productive as possible
• Flexible working: We embrace flexible working, allowing you to adjust your schedule when life's unexpected moments arise
• Latest tech made easy: With our salary sacrifice schemes, you can upgrade to the latest gadgets, household items, and mobile tech without the upfront cost
• Exclusive perks: Enjoy a wide range of discounts on retailers, groceries, and subscriptions, making life a little more affordable
• Grow with us: Expand your skills through internal and external learning opportunities while benefiting from access to mentorship programs that support your development
• Transparent compensation: We provide competitive pay with clear team bandings and salary grids, ensuring that salary discussions are simple and fair
• Constructive feedback: We foster a transparent culture, encouraging individual feedback and review sessions to help everyone improve