The Customer Engagement Specialist is responsible for proactively engaging customers who encounter friction points that may prevent account activation, ongoing engagement, or long-term loyalty. Through personalized outreach and consultative problem-solving, the Specialist removes barriers, resolves issues, and re-engages customers to maximize retention and revenue opportunities. • Conduct outbound outreach to customers identified through Service Recovery programs. • Assist customers who abandon registration, verification, or funding processes. • Support KYC completion, failed deposit recovery, and source-of-funds documentation requests. • Engage high-value prospects and newly registered customers to drive activation and first-time deposits. • Reactivate dormant and inactive customers through personalized outreach. • Coordinate with Customer Service, VIP, Retention, Payments, and Product teams to resolve issues. • Document customer interactions and identify recurring customer pain points. • Serve as a customer advocate by escalating trends and process improvement opportunities. • 2+ years of experience in customer service, retention, sales, hospitality, account management, or customer success. • Excellent verbal and written communication skills. • Strong relationship-building and problem-solving capabilities. • Experience using CRM and customer engagement platforms. • Ability to work in a performance-driven environment with measurable goals. • Gaming, sportsbook, casino, financial services, or telecom experience preferred. ADDITONAL REQUIREMENTS • Customer activation and conversion rates • First-time deposit conversions • Customer reactivation volume • Revenue recovered and retained • Outreach productivity and quality scores • Customer satisfaction metrics • Resolution completion rates