Senior Player Outreach Specialist
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Job Location:
Monthly Salary:
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
Range:
66400.00 - 99600.00 CADJob Description:
Senior Player Outreach Specialist
We are ready to take this game to the next level and need someone passionate to play a key role in advancing OLGs 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 GAME
Reporting 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 regulatorsto develop action plans establish workflows resolve issues and implement best practices that support business objectives.
WHAT YOU BRING TO THE GAME
Education & Experience:
University degree or college diploma in relevant field or equivalent work experience
Three (3) years of experience in customer service
Three (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 TEAM
Group 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 OLGs culture empowering employees to bring their authentic selves and make a meaningful impact across Ontario.
To learn more about our organization and other opportunities visit our career site.
We look forward to hearing from you interested applicants please apply online by February 1 2026.
#LI-Onsite
Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act 1999 SO 1999 c 12 Sch L and the Employment Standards Act 2000 S.O. 2000 c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws OLGs Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection please contact 800-70 Foster Drive Sault Ste. Marie ON P6A 6V2.
Required Experience:
Senior IC
Key Skills
- Computer Hardware
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About Company
Official Web site for Ontario Lottery and Gaming Corporation's lottery players, aged 18 and over. Featuring winning numbers, upcoming jackpots, game demos, winners and beneficiaries. Site Web officiel des joueurs de la Société des loteries et des jeux de l'Ontario, âgés de 18 ans ou p ... View more
