Overview:

BCLC’s two offices are located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam Indian Band), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples in Vancouver and the Tk’emlúps te Secwépemc territory, situated within the Secwépemc Nation in Kamloops. We honour and respect the people, the territory, and the land we are part of.

Joining the Social Purpose & Player Experience division at BCLC means you’ll be working with a dedicated group of talented professionals in Communications, Community & Stakeholder Engagement, Public Affairs, Player Health, Customer Support Operations, Business Intelligence, Marketing, CRM and Loyalty and Player Experience. As a Crown Corporation that earns more than a billion dollars in annual profit, BCLC’s commitment to giving funds back to the province is an integral part of our business, but still only one piece of a bigger picture. BCLC is committed to creating a welcoming workplace where everyone feels safe, included, and valued. For us, that means building a team that reflects the diversity of the communities we serve. We all are winners when differences are respected, valued and celebrated.

At BCLC, we exist to generate win-wins for the greater good. We believe everything we do must benefit the well-being of all involved. Through our Social Purpose, we aspire to make sure, in all of our endeavours, transactions and relationships – in the most important sense of life, livelihood, meaning, and well-being – nobody loses, and every person we touch comes out ahead.

Social Purpose is the driving force of our business, our opportunity to create a better world through innovation, engagement, and connection. BCLC aims to provide something unique that not only fills a need, but provides value to the province. Join the team responsible for telling our story, building stakeholder relationships, connecting with communities, and achieving our strategic vision for player-centered sustainable growth.

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.

Additional Information:

• Effective November 22, 2021, BCLC requires all employees to be fully vaccinated (as defined by Health Canada). Full vaccination will be required before commencing employment with BCLC unless a legal exemption is obtained.
• To build a rich diverse workforce representing the communities which we serve, we welcome applications from people of all colours and cultures, persons with diverse abilities, and members of the 2SLGBTQIA+ community.
• BCLC values work life balance and offers remote work options for its employees.
• Relocation assistance is available for successful job candidates.
• If you are in need of accommodation or special assistance at any step of your application, please send an email with your request to recruitment@bclc.com.
• For over more than a decade, we have been recognized as one of BC’s Top Employers – and we are constantly seeking ways to improve our employee and player experience. To learn more about BCLC, please visit:https://corporate.bclc.com/careers/overview.html
  

Please Note:
This is a temporary, 6 month in-person position.
This opportunity will remain open until a qualified candidate pool has been established.
Candidates must be legally entitled to work in Canada and be 19 years of age to work at BCLC.