Customer Support Associate

Customer Support Associate

Location: Vancouver, BC, CA

Job Function: Customer Service

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.

We want you to be where you feel you can do your best work. Most of our jobs can be done remotely providing you reside in BC.

For those who prefer working in a community with others, we have two beautiful offices in convenient locations:

2940 Virtual Way, Vancouver | 74 Seymour Street W, Kamloops

This is a Temporary
Expected Salary Range: $53,060.00 - $66,324.00 - $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 role

The Company

For 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 PlayNow.com. 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 in
a customer facing environment, with multiple competing priorities and requires high attention to detail.

Key Accountabilities:

Prize Payment

• Responsible for the timely payment of all prize claims in the lottery division.
• Ensures compliance of department policies and procedures to approve internal and
• external 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 Service

• Maintains 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.

Administration

• Performs Player Services system testing and runs regular and ad-hoc reports
• Audits 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 Qualifications

Education and Experience

• Post-secondary certificate or diploma;
• 2-3 years' experience in a customer facing role in a regulated industry (financial
• services, casino, lottery, security);
• Experience with data entry, auditing, marketing communications or photo editing
• would be an asset;
• An equivalent combination of education and experience may be considered.

Technical Requirements

• Proven ability to deal with sensitive matters with diplomacy, tact and confidentiality;
• Ability to work with a high degree of accuracy and attention to detail;
• Possess initiative and acts on a proactive basis, anticipating the needs of customers;
• Ability to exercise sound judgement within defined guidelines;
• Excellent written and verbal communication skills;
• Strong multi-tasking skills;
• Ability to work both independently and part of a team;
• Strong computer skills - MS office suite including Visio and Salesforce;
• Photography, Photoshop and video editing skills would be a benefit, but not required;
• Fluency 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 you

• Robust wellness programs to enhance your physical, mental, social, financial and career well being
• We pride ourselves on our flexible working model which supports work-life integration and our 37.5 hour work week
• Our Play It Forward program provides volunteer hours for our people each year
• See 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 out !

Did you know BCLC is an industry leader in player health and safe & responsible gambling? Find out more !

If you require accommodation so you can be at your best in the interview, please let us know: recruitment@bclc.com .

All candidates must be at least 19 years of age and legally eligible to work in Canada