Sportsbook Interactions Analyst

Location Malta
Discipline: Compliance, Regulatory
Job type: Full-time
Contact name: Besart Kondi

Contact email: [email protected]
Job ref: 16186
Published: 24 days ago
We are currently seeking a dedicated Sportsbook Interactions Analyst on behalf of our esteemed client. In this role, you will serve as the vital link between our client's Customer Service, Commercial, and Trading teams. Your primary objective will be to swiftly gather and evaluate feedback from players, Customer Service, VIP programs, Trading, and monthly sports contacts reports, driving initiatives to enhance the overall player experience.

Duties:
  • Assist the Customer Service team with all Sportsbook and Racebook wager disputes, settlements, re-settlements, and cancellations.
  • Updating and translating the Sports Quick links across all brands on regular occasions.
  • Liaise with Customer Service leadership to warrant CSR’s reach an acceptable sports knowledge (main sports).
  • Ensure Sportsbook and Racebook information in the help section is up to date based on player feedback and day to day cases. Assist trading to get help section updates done.
  • Verify players are contacted re voided wagers, gestures of goodwill etc. properly and in a timely manner by reviewing the Bulk-mailing dashboard.
  • Investigating and liaising between Trading & CS Teams on the weekly Player Feedback reports.
  • Maintaining, monitoring and escalating Tableau reports, such as:
  • Cancelled Wagers Report
  • Invalid CS Escalations
  • Traders Voided Wagers Emails
  • Wrong Settlements
  • Negative customer accounts report

Job requirements
•    Good knowledge in Sportsbook and Racebook product.
•    Ability to demonstrate initiative in problem solving and detail orientation.
•    Ability to set priorities and manage time effectively
•    Excellent verbal and written communication skills.
•    Confident in decision-making ability.
•    Strong work ethic, reliable and punctual.
•    Experience using the Microsoft Office Suite as well as Internet applications and all Operations facing tools within the company.