SUMMARY
This is a specialized role in which the successful candidate will be working independently, and accepting ownership for making the Player Experience as great as possible. The Sportsbook Interactions Analyst will be the liaison between our Customer Service and Commercial frontlines and the Trading teams, where fast and efficient action points will be imperative. The Analyst will be empowered to gather and review feedback from players, Customer Service, CS programs, VIP, Trading, monthly sports contacts report, etc. to identify areas for improvement and look for ways to improve the player experience.
KEY RESPONSIBILITIES INCLUDE
• Assist the Customer Service team with all Sportsbook and Racebook wager disputes, settlements, re-settlements, and cancellations. • Updating and translating the Sports Quicklinks 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: o Cancelled Wagers Report o Invalid CS Escalations o Traders Voided Wagers Emails o Wrong Settlements o Negative customer accounts report
• 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.