Senior Player Outreach Specialist

Range:66,400.00 - 99,600.00 CADJob Description:Senior Player Outreach SpecialistWe are ready to take this game to the next level and need someone passionate to play a key role in advancing OLG’s Safer Gambling (SG) efforts. Make a meaningful impact by having motivational conversations with customers, helping them reflect on their gambling behavior and make informed decisions about their habits. Working as part of our Player Risk Monitoring & Intervention team, this role will collaborate with the social responsibility team to develop and ensure the quality of our responsible gambling processes..YOUR ROLE IN THE GAMEReporting to the Senior Manager Policy, you will be empowered to:Provide day-to-day support to players via email, phone, or chat, handling inbound and outbound contacts related to Safer Gambling and ensuring an exceptional customer experience.Document and analyze customer interactions, escalate common themes or issues, and maintain knowledge of OLG products, services, promotions, and procedures to ensure accurate information and compliance.Identify and act on problem gambling indicators, manage Safer Gambling cases, perform risk assessments, and explain intervention messages to players with a focus on education and awareness.Facilitate My PlayBreak registrations, review customer accounts based on alerts, and proactively address concerning activity or behavior in line with policy and procedure.Serve as a primary point of contact for product and service inquiries, offering advice on Safer Gambling and continuously seeking opportunities to improve policies, processes, and systems.Contribute to continuous improvement of Safer Gambling processes through experience, feedback, and collaboration with internal teams.Collaborate with internal stakeholders across multiple divisions and external partners, including service providers, vendors, retailers, customers, and regulators—to develop action plans, establish workflows, resolve issues, and implement best practices that support business objectives.WHAT YOU BRING TO THE GAMEEducation & Experience:University degree or college diploma in relevant field or equivalent work experienceThree (3) years of experience in customer serviceThree (3) years of experience in working in complex and challenging environments Relevant Skills:Experience in Safer Gambling and compliance-related roles, including customer verification, KYC, affordability checks, and due diligence.Strong customer service and communication skills, with proficiency in motivational interviewing, coaching techniques, and handling high-risk interactions or addiction-related scenarios.Solid understanding of gambling behaviors and products, including casino games and sports betting, combined with investigative skills to review and interpret data for decision-making.Technical proficiency with OLG systems and tools (Dynamics, PAM, BetBuddy, PBI), along with strong writing skills for effective online communication and adaptability in fast-paced environments.Knowledge of Safer Gambling regulations and compliance requirements, with a commitment to continuous improvement and risk mitigation.BENEFITS OF JOINING THE WINNING TEAMGroup Benefits Plan: Eligible employees and dependents have access to comprehensive, employer-paid group benefits coverage (permanent employees only).Public Service Pension Plan: Participation in a highly desirable defined benefit pension plan.Variable Pay Program: Participation in a performance-based incentive plan that recognizes organizational and individual achievements (permanent employees only).Paid Time-Off: Competitive paid time-off provisions to support work-life balance and well-being.Growth Focus: Become your best self with access to new opportunities and personalized support programs.Comprehensive Learning: 24/7 access to robust online learning programs.Equity, diversity, and inclusion: Core to OLG’s culture, empowering employees to bring their authentic selves and make a meaningful impact across Ontario.