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 requires strong customer service skills, experience in the iGaming industry, and the ability to work in a fast-paced environment. You will be the primary point of contact for customers, proactively identifying opportunities to enhance their satisfaction and loyalty. Midnite offers competitive salaries, comprehensive benefits, and a supportive team culture. The position is remote and based in the UK.

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

• Safeguard your well-being with our comprehensive health insurance plan
• A nursery salary sacrifice scheme allows you to pay your children's nursery fees directly from your paycheck
• Enjoy 25 paid holidays a year, and take advantage of our paid maternity, paternity, and adoption leave for life's important moments
• Enhance your workspace with generous stipends for high-quality headphones and a remote work set-up tailored to your preferences