Glen Field

Responsible for customer reactivations and Safer Gambling Interactions via live chat when accounts flagged for review. Educated customers on responsible gambling and advised on whether to continue or take a break. Escalated cases to Fraud/AML and CDD/EDD teams, gathering and forwarding supporting documents for high-risk cases. Identified vulnerable customers and handled Threat to Life conversations per company protocols. Managed inbound calls related to safer gambling concerns, NDIs, and general SG queries. Updated and maintained customer accounts across brands, applying tools such as spend limits, time-outs, or forced exclusions as appropriate; set spend budgets based on customer income and information gathered.

Dealt with customer queries via chat and emails; followed processes for customer verification and KYC. Alerted AML concerns and handled RG queries, including GAMSTOP regulations. Provided information on bonuses and current offers, granting bonuses to customers based on loyalty and account activity, and coordinated with RG and compliance teams as required.

Made outbound calls to engage players from various sportsbook and casino brands. Reactivated inactive players and provided personalized recommendations to increase engagement. Promoted bonus campaigns, introduced new games, features, and payment methods. Guided players through the website to ensure a seamless experience. Collaborated with the sales manager to set and achieve goals.