Customer Support Associate

BCLC exists to generate win-wins for the greater good. For our people, our players, our communities, our industry, and our planet. Lottery | Casino | Sports Being a social purpose company, we are not only able to better align our business decisions with our purpose, but more importantly, we are committing to doing our part in creating a better world.We bring our purpose to life by ensuring all our actions, behaviours and decisions create benefits for communities and the planet.Motivated and guided by our social purpose, everything we do must benefit the greater good. And we encourage our employees, partners, players, industry and communities to engage with us on this ambition.  This is an onsite position based out of our Vancouver location at 2940 Virtual Way, Vancouver    This is a Temporary > or = 12 Months, Full Time opportunity  Expected Salary Range: $53, $66, $82,905.00   Our typical hiring range will be +/- 5% of the midpoint shown above  Factors influencing this decision include qualifications and market conditions for the roleThe CompanyFor nearly four decades, BCLC has delivered exceptional gambling entertainment for British Columbians. To fulfill our social purpose we have a vision to revolutionize gambling entertainment through engaging experiences that build and benefit communities. We operate national and provincial lotteries in partnership with 3500 retail partners, provide the games, technology & oversight to 37 brick & mortar casinos, and operate a safe secure and 100% legal online gambling presence In our recently completed fiscal year, BCLC generated a record $1.5 billion in net income to the Province of B.C. to support First Nations, host local governments, health care, education and community programs across the province.Job Summary:The Player Services Assistant provides operational excellence in the winner experience, which includes following a regulated process to pay prize claims up to a specified threshold, managing tight deadlines to payout larger payments and providing exceptional customer service. This role works ina customer facing environment, with multiple competing priorities and requires high attention to detail.Key Accountabilities:Prize PaymentResponsible for the timely payment of all prize claims in the lottery division.Ensures compliance of department policies and procedures to approve internal andexternal prize claims up to a threshold.Maintains strong working relationships with casino service providers who support payment of lottery claims in markets outside of Vancouver and Kamloops.Conducts marketing interviews with winners, takes photos of winners and creates marketing material such as posters for the lottery marketing team.Works closely with colleagues in Security, Legal, Media, Marketing and Finance to manage timelines around checks, balances and media relations for payment of large jackpots.Customer ServiceMaintains an exceptional level of Customer Service, which is measured through customer experience surveys to ensure a positive winner experience for players.Ability to deal with challenging customer situations, conflict resolution and confidential information in a professional and courteous manner.AdministrationPerforms Player Services system testing and runs regular and ad-hoc reportsAudits paid prize claims to ensure that they followed BCLC, GPEB, IIC and KPMG policies and procedures.Supports with orientation and training of new department staff.GPEB, KPMG and ILC to ensure compliance and integrity of prize payout processes.Provides frontline feedback and input on projects initiated by or requested of the Player Services department, including representing Player Services at project meetings.Supports with reviewing existing department policies and documents and suggests recommendations to the Player Services policies, operating procedures, process maps and corresponding training manuals utilized by BCLC.Other duties as assigned.Minimum Required QualificationsEducation and ExperiencePost-secondary certificate or diploma2-3 years' experience in a customer facing role in a regulated industry (financialservices, casino, lottery, security)Experience with data entry, auditing, marketing communications or photo editingwould be an assetAn equivalent combination of education and experience may be considered.Technical RequirementsProven ability to deal with sensitive matters with diplomacy, tact and confidentialityAbility to work with a high degree of accuracy and attention to detailPossess initiative and acts on a proactive basis, anticipating the needs of customersAbility to exercise sound judgement within defined guidelinesExcellent written and verbal communication skillsStrong multi-tasking skillsAbility to work both independently and part of a teamStrong computer skills – MS office suite including Visio and SalesforcePhotography, Photoshop and video editing skills would be a benefit, but not requiredFluency in a second language would be a benefit, but not required.Working Conditions:Ability to travel within BC.Ability to work flexible hours, including Saturdays, as required.Ability to work overtime, as required. What's in it for youDefined benefit pension plan which provides a recurring income you can depend on for life throughout retirementWe pride ourselves on our flexible working model which supports work-life integration and our 37.5 hour work weekProfessional development including education/certification sponsorship, in house leadership cohorts, LinkedIn LearningSee all our rewards here However you identify, or whatever your path in life, if you see something here that makes you excited to get to work every day, please apply. We hire people for skills, capabilities and potential, not just education and experience.We value Respect, Integrity and Community, and we provide an inclusive environment where everyone can feel like they belong.Our social purpose is much more than returning 100% of net income to the province in the form of healthcare & education programs, and community gaming grants. Check it outDid you know BCLC is an industry leader in player health and safe & responsible gambling? Find out moreIf you require accommodation so you can be at your best in the interview, please let us know: All candidates must be at least 19 years of age and legally eligible to work in Canada