Player Relations Specialist

**Position Term**: 1 Permanent Full Time, 1 Contract (12 Months)
**Level**: 9
**Salary**: Min: $84,154 to Max: $105,195
**Location**: Head Office, Toronto/Hybrid
**Application Deadline**: June 23, 2025
iGaming Ontario leads the Province of Ontario’s dynamic internet gaming (igaming) market that, in its third year generated $83 billion in total wagers, a 31% increase over the previous year. This resulted in $3.2 billion in total gaming revenue from over 80 gaming sites. Even more, Ontario’s igaming market sustained almost 15,000 full-time equivalent jobs across the province. To achieve these results, iGaming Ontario is guided by its vision to Lead the World’s Best Gaming Market.
We are hiring two Player Relations Specialists. Reporting to the Senior Manager, Contract Oversight, the Player Relations Specialist will be responsible for receiving, triaging, and managing the resolution of Non-Routine, Complex, Contentious, Sensitive and High-Profile Player Disputes, CSE complex cases and disputes and escalations on behalf of iGaming Ontario. This role is accountable for receiving Player Dispute and CSE Escalations from the AGCO Contact Centre or direct from Players of Commercial Operators, appropriately triaging Player Disputes, including those related to Centralized Self-Exclusion (CSE), by working with Players, Operators, CSE participants, and external parties such as the Contact Center and the CSE system provider.
- Effectively receive and triage escalated Complex, Contentious Player Issues and Disputes. In collaboration with Account Managers and Commercial Operators, lead the timely and effective resolution of Player Disputes by:

- Acting as the first point of contact for iGaming Ontario Escalated Player Disputes, and effectively managing the intake and receipt of complex, contentious, sensitive, high-profile Player Disputes.
- Engaging with internal and external stakeholders to intake, triage, and resolve disputes related to the CSE program with empathy and compassion for the program’s Participants.
- Probing Players for additional information and collecting pertinent details to sufficiently identify, clarify, and assess their needs.
- Drafting prompt, courteous, detailed, and accurate responses are provided to all Players.
- Assessing Escalated Player Disputes and triage appropriately, providing comprehensive information, advice and guidance to Players on Operator Customer Care and Dispute Resolution Programs (CCDR) and directing Players back into the Operator Dispute Program as appropriate.
- Researching and interpreting Escalated Player Dispute files that are not referred to Operator customer care programs and effectively rank and prioritize these Player Disputes.
- Lead and process all daily operational requirements associated with gaming-related Player dispute files and CSE escalations by:

- Managing multiple Player Dispute files in a timely, organized, and professional manner.
- Ensuring Account Managers, Operators and any other iGaming Ontario Stakeholders are kept up to date on the status of highly sensitive and / or politically charged files as required.
- Establishing trust and relationships with key Operator contacts and decision makers associated with Operator customer care programs.
- Preparing, processing, updating, calculating, maintaining, and tracking all relevant documents/work associated with Escalated Player Dispute Files.
- Establish and achieve the effective Relationship Management goals with Operators by:

- Reviewing Player Agreements and Contract terms and conditions to ensure clear directions to the players as to how to initiate a dispute with the Operator.
- Ensuring that the Operator customer care program is publicly published and easily accessible Player Agreements / T&Cs (e.g., public website).
- Supporting the development of a partnership program and approach with Operators that supports the efficient management and resolution of Escalated Player Dispute Files.
- Generating, completing, and maintaining historical information for appropriate Player Dispute Files record retention.
- Support the development and administration of the Customer Care and Dispute Resolution Policy and program by:

- Developing policies, processes and procedures to support the Player Dispute Process and CSE escalations.
- Developing materials for escalation protocols and scripts for contact centre for routine calls.
- Preparing briefings for iGaming Ontario's senior leadership team and/or the Player Steering Committee on high profile escalations.
- Synthesizing program data, providing trend analysis and sharing insights into trends in the market for player disputes and CSE escalations.
- Recommending process and program improvements to better support resolving player disputes and CSE escalations.
- A bachelor's degree in business administration, or marketing combined with a minimum of 5+ years of related work experience or an equivalent combination of education, training and experience.
- Knowledge of