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.

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.

Location:

This is a in‑office role at 74 Seymour Street W, Kamloops

This is a 12 Months, Full Time opportunity

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

For nearly four decades, BCLC has delivered exceptional gambling entertainment for British Columbians. To fulfil our social purpose we have a vision to revolutionise gambling entertainment through engaging experiences that build and benefit communities. We operate national and provincial lotteries in partnership with 3,500 retail partners, provide the games, technology & oversight to 37 brick‑and‑mortar casinos, and operate a safe, secure and 100% legal online gambling presence  In our recently completed fiscal year, BCLC generated a record $1.4 billion in net income to the Province of B.C. to support First Nations, host local governments, health care, education and community programmes across the province.

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.

• 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.

• 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.

• 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 utilised by BCLC.
• Other duties as assigned.

• Post‑secondary certificate or diploma
• 2–3 years’ experience in a…