Client Resolution Specialist

Key Responsibilities

Act as the primary resolution point for VIP client issues, complaints, and complex cases

Handle high-priority VIP escalations related to accounts, payments, bonuses, gameplay, or service experience

Investigate and resolve cases efficiently while maintaining a premium and empathetic service standard

Coordinate with internal teams (VIP, Payments, Risk, CRM, Operations, Compliance) to ensure timely resolution

Communicate clearly with VIP clients regarding case status, outcomes, and next steps

Ensure resolutions align with company policies, gaming regulations, and responsible gaming standards

Identify recurring issues and provide root-cause analysis and improvement recommendations

Maintain accurate case records, documentation, and resolution timelines

Support VIP teams by providing guidance on issue prevention and service recovery

Monitor resolution KPIs such as response time, resolution time, and VIP satisfaction

Requirements

Diploma or Bachelor's degree in Business, Customer Service, or related field

2–3 years of experience in VIP support, escalation handling, customer resolution, or casino operations

Strong understanding of online casino products, VIP workflows, and player lifecycle

Excellent communication, negotiation, and conflict-resolution skills

Ability to handle sensitive, high-value cases with discretion and professionalism

Strong problem-solving and analytical mindset

Experience working with CRM or ticketing systems

Key Competencies

VIP escalation & complaint resolution

Stakeholder coordination

Problem-solving & root-cause analysis

Communication & empathy

Policy & compliance awareness

Attention to detail & accuracy