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 Safer Gambling Policy and Controls team to develop and ensure the quality of our responsible gambling processes..YOUR ROLE IN THE GAMEReporting to the Director, Player Risk Monitoring & Intervention, and receiving direction and support from the Senior Player Outreach Manager, you will be empowered to:Provide proactive, personalized support and escalating interventions for players, managing complex and higher-risk Safer Gambling cases via email, phone, or chat,  and deliver exceptional customer experience.Analyze player risk profiles and perform risk assessments to identify problem gambling indicators and potential player harm, provide tailored support, apply risk-based interventions and assess their impact to determine if further action is required.Maintain knowledge of OLG products, services, promotions, regulatory requirements, policies and procedures to convey accurate information and ensure compliance.Explain intervention messages in a clear educational manner that encourages players to reflect on their play behaviour and adopt safer play habits.Facilitate My PlayBreak registrations and provide information on resources and supports for counselling services.Assess customer accounts flagged for signs of risky behaviour and proactively address concerns in accordance with established policies and procedures.Contribute to continuous improvement of Safer Gambling policies, processes and systems through experience, feedback, and collaboration with internal teams.Collaborate with internal stakeholders across multiple divisions and external partners, including service providers, vendors, 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, 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.