Surveillance Operator

SUMMARY
Responsible for all electronic video surveillance systems to observe and monitor customers and employees for any violations of the Alberta Gaming terms and conditions or company policies and procedures. To report violations as required and ensure the safety and security of all customers, employees, and company assets. Uphold and maintain the integrity of the casino to the best of their abilities.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1.Within the realm of the responsibility of the job, maintains a clean and safe work environment. Performs duties in compliance with safety procedures, which includes the use of safety equipment. Incumbents are responsible for following safety procedures, identifying unsafe practices or conditions and informing their supervisor or the Safety Committee of unsafe conditions, as directed.
**2.Attendance**: reports to work as scheduled, on time, and ready to work.
3.Services and maintains to the best of his/her ability the electronic video surveillance systems to observe and monitor customers and team members for any violations of the Alberta Gaming terms and conditions or company policies and procedures. Reports violations as required and ensures the safety and security of all customers, team members and company assets.
4.Performs duties in compliance with the Alberta Gaming and Liquor Commission, regulations, and company policy and procedures.
5.Performs incident investigations by reviewing and analyzing video recordings, then report's findings to management staff as directed. Work with security personnel during investigations of incidents, accidents, work-related injuries, and thefts to determine and identify evidence through video review.
6.Maintains alertness for the performance of all responsibilities, and before acting, exercises caution and evaluates circumstances for appropriate surveillance or safety response. Seeks guidance as needed or directed.
7.Develops and maintains effective working relationships and good customer service skills with all customers and employees.
8.All other duties, including special projects, as assigned.
QUALIFICATIONS
Demonstrated thorough knowledge of casino operations and the Alberta Gaming and Liquor Commission’s Terms and Conditions. Demonstrated effective and diplomatic customer service and communication skills, including contacts with staff members, police, AGLC and other regulatory officials. Demonstrated experience performing within specific deadlines or under pressure. Demonstrated experience problem solving, organizing, and prioritizing work. Demonstrated expertise in surveillance operations, preferably within a gaming environment. Demonstrated effective and diplomatic customer service and communication skills, which includes experience handling sensitive and challenging surveillance investigations. Demonstrated technical knowledge of computers and their multiple uses. Demonstrated mature and responsible behavior.
Surveillance Operator Job Description - Revised February 2021 Page 2
EDUCATION and/or EXPERIENCE
High School Diploma. A combination of education and experience may be considered. Three (3) or more years of recent experience as a surveillance operator are preferred. Experience in the gaming industry is an asset.
CERTIFICATES, LICENSES, REGISTRATIONS
Must possess or be able to acquire a valid and current Alberta Gaming license successfully. Must be able to pass a criminal background check.
LANGUAGE SKILLS
Can demonstrate effective and diplomatic oral and written communication skills using English.
MATHEMATICAL SKILLS
Basic math skills are required.
REASONING ABILITY
Takes actions, makes recommendations beyond the scope of essential duties, which may positively or negatively impact other departments.
OTHER SKILLS AND ABILITIES
Knowledge of Century Casino, FINTRAC and AGLC’s policies and procedures and how they pertain to surveillance. Must have and maintain professional radio communication when communicating with security and slots over the radio. Knowledge of a phonetic alphabet beneficial.
PHYSICAL DEMANDS
The physical demands described here represent those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.
WORK ENVIRONMENT
The work environment characteristics described here represent those an employee may encounter while performing this job's essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential duties involve working with large numbers of people from different departments over the phone or radio while primarily in an inside environment.
MATERIALS AND EQUIPMENT DIRECTLY USED
Various general office equipment, including computers, calculators, fax machines, photocopiers, shredders, and telephones. Surveillance system equipment including monitors, controls for the camera, reco