We have an amazing opportunity for a Deposits and Withdrawals Quality Reviewer. Do you think you have what it takes to be our newest Purple Star?
Responsible for reviewing and ensuring compliance and adherence to processes in terms of quality of transactions being processed by the Deposits and Withdrawals Departments
With Hollywoodbets You Will
Innovate and create as part of a like-minded, authentic Team eager to achieve goals.
Embrace challenges and the thrill of working in a vibrant and fast-paced industry.
Grow with our development plans and culture that allows you to further your career.
You Bring
- 1 2 years administration experience.
- Call Centre Experience.
- Finance experience especially in deposits and withdrawals processes and procedures.
- Diploma/ Degree
- Extract samples of Withdrawals (Cash, EFT and Cash Send) and ensure all necessary checks were performed by Agents as per the mandatory check lists.
- Ensure that all banks are checked and cleared as per the deposits SOP and incorrect references with ID or cell numbers are processed timeously on the deposits APP.
- Checking samples of POPs received for manual journals and ensure that these are saved on shared folder
- Checking sample pool of Email messages against quality score card to ensure that responses were acceptable according to company standards. This includes spelling & grammar.
- Reviewing of Zendesk tickets, auditing completed and rejected tickets.
- Review of declined Syx payments (declined and rejected) by team members and validated if correct.
- Checking sample pool of Banking details to ensure that all information was updated accordingly on Syx and saved accordingly on our share drives.
- Checking sample of Selfie documents saved on share drive to ensure that all information was updated accordingly and the withdrawal was processed appropriately.
- Reviewing of Survey feedback, documenting all findings and contacting customers.
- Sample checking deposits credited with wrong references to ensure that the correct procedure was followed.
- To understand deposit and withdrawals transactions.
- Ensure that phones are not unnecessarily paused out form the call system.
- Ensure that the team displays good customer service principals in their dealings with customers and other internal team members/ departments or branches as well as ensuring that the optimal turnaround time for account queries maintained.
- Ensure that the company brand and image is promoted through excellent customer service.
- Identify root causes of the customer and audit queries.
- Telephone etiquette and customer service excellence.
- Strong numerical literacy and financial acumen.
- Focus driven whilst demonstrating exceptional attention to detail.
- Good communications skills (verbal and written).
- Flexibility adapting to process and product changes.
- Daily, weekly and monthly reporting to management with regards to relevant findings.
- Regular meetings with department heads.
- Ad hoc duties as required.
- Good communication and Interpersonal skills.
- Demonstrate high sense of accountability.
- Demonstrates an exceptional level of customer service and quality standard.
- Demonstrates ability to pay attention to detail.
- Ability to collate and report on information and identify trends and make relevant recommendations.
- Execute a variety of functions within a business administrative environment.
- Plan and organize administrative functions proactively.
- Collect information and ensure accuracy of information.
- Basic understanding and application of numerical concepts and calculations.
- Understanding of different betting platforms and procedures.
