Senior Player Outreach Specialist

Ontario Lottery And Gaming Corporation

Job Location:

Ontario - Canada

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Range:

66400.00 - 99600.00 CAD

Job 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 Safer Gambling Policy and Controls team to develop and ensure the quality of our responsible gambling processes..

YOUR ROLE IN THE GAME

Reporting 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 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 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

Range:66400.00 - 99600.00 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 OLGs Safer Gambling (SG) efforts. Make a meaningful impact by having motivational conversations with customers he...

Range:

66400.00 - 99600.00 CAD

Job Description:

Senior Player Outreach Specialist

YOUR ROLE IN THE GAME

Reporting 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 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 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

Required Experience:

Senior IC

Key Skills

Computer Hardware
Mac Os
Manufacturing & Controls
Root cause Analysis
Windows
Customer Support
Remote Access Software
Operating Systems
Encryption
Remedy
Chemistry
Cerner

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About Company

Ontario Lottery And Gaming Corporation

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

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