Team Leader (Deposits) at Hollywoodbets

• We have amazing opportunities for X2 Team Leader (Deposits). Do you think you have what it takes to be our newest Purple Star?
• The successful candidate will be responsible for the management and day to day running of the team. The department’s core responsibility is to ensure that deposits that have been made by account holders into the company bank account is correctly and timeously credited to the customer’s account. Responsible for systems and process management, resource management, shift management, compliance, efficiency management and service excellence.

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:

• MS Office
• Customer Service Experience
• Contact Centre Experience
• Computer Literacy
• At least 1 year of similar experience in a fast-paced customer support environment
• Experience working with demanding targets and tight deadlines
• Finance experience

Advantageous:

• Financial Diploma/degree

What You’ll Do For The Brand:

• Ensure the accuracy of daily/weekly/monthly reporting statistics to your manager
• Ensure that Teams are trained to effectively deal with account queries, audit queries and account updates.
• Ensure compliance of customer and branch deposit to company policy in terms of approvals/fund allocations etc. Ensure that all internal control procedures are followed. Report on deviations to procedures and corrective actions.
• Work closely with internal audits to continuously understand where potential risks may increase. Address these risks and ensure that appropriate interventions are proposed/implemented in order to mitigate risks.
• Ensure that errors in administration of this function is minimized
• Ensure that the team displays good customer service principles in their dealings with customers and other internal team members/departments/branches as well as turnaround times for account queries
• Ensure the department is optimally staffed at all times
• Review internal control procedures to ensure that controls are in place to manage staff/staff accountability and to be pro-active in managing and highlighting potential concerns.
• Ensure that the company brand and image is promoted through excellent customer service
• Identify root causes of customer and audit queries and look at ways and initiatives to reduce specific customer/audit queries where appropriate, based on the nature of the query
• Ensure queries are resolved timeously and at point of call where possible
• Ensure quality targets are achieved and interventions are implemented to increase quality where there are shortfalls
• Identify ways in which to increase motivation and team work and to foster a positive work environment
• Review training needs continuously
• Conduct performance review with the team members
• Implement strategies to manage staff conduct and ensure poor performance procedures/disciplinary processes are followed consistently where required
• Monthly feedback meeting reporting, trend reporting, resource management reporting etc.
• Work closely with other departments, such as mobile, internet betting, internet/mobile helpline, telephonic betting call center, to understand the dependencies that exist between departments, if any.
• Ensure agents tasked to the banks allocate deposits to customer accounts accurately and promptly using the deposit app and follow necessary procedures thereafter.
• Ensure that unaccounted transactions are attending to daily, and reports received from audit are returned updated.
• Monitor that Agents tasked to branch withdrawals, process them timeously and that there are no outstanding withdrawal requests.
• Assist agents with customer ‘H3’ (ID verification) checks in relation to withdrawals.
• Ensure that partially completed (approved but not accepted) withdrawals are followed up with, with the branches.
• Ensure Agents tasked to calls, Live Chat and email queries respond to customers correctly and timeously and ensure that agents perform relevant security checks on all customer communication platforms.
• Monitor the call system dashboard to ensure that there are sufficient agents always logged in and that no agents are taking unnecessary pause outs.
• Monitor agents’ tasks throughout the day to ensure that the team is tasked as optimally as possible and make necessary changes to the task list as and when required.
• Monitor Agents by walking the floor and ensuring that they adhere to their daily duties.
• Assisting clients when receiving escalations from Agents.
• Verify various payments on all payment portals.
• Ensure that the Deposits share folder is monitored and kept up to date daily.
• Assist with ad hoc journal credits to customer accounts from time to time when authorized by the appropriate managers
• This is a position of trust and high ethical standards are expected within this role
• Any other ad hoc duties that might be required