Patron Relationship Specialist

San Manuel Casinos•Highland, CA

About The Position

Under the direction of the Supervisor, Credit, the Patron Relationship Specialist serves as a compliance partner by reviewing high-value patron documentation, validating financial records, and supporting adherence to Anti-Money Laundering (AML) policies and procedures. The role works with Cage, Credit, Player Development, Compliance, and Finance teams to analyze information and provide summaries that support informed decisions, risk mitigation, and patron engagement. It also builds relationships with guests to encourage communication and provide a courteous, confidential patron experience. The specialist processes and tracks credit applications, maintains accurate patron account records, researches patron identity and activity, and supports due diligence and investigations. Responsibilities include handling sensitive financial information, documenting unusual credit or collection events, filing Suspicious Activity Incidents (SAIs) as assigned, and preparing related materials and correspondence as directed by management. The position is based primarily in a climate-controlled office, with travel to meetings, trade shows, conferences, and San Manuel properties. Evening, weekend, and holiday shifts may be required.

Requirements

High school diploma or equivalent GED.
At least two years of experience in casino cage, credit, or gaming-related departments.
Technical proficiency in Microsoft Office and Synkros, Synk31, Patron 360, or similar systems.
Availability to work a flexible schedule.
Fluency in English.
Strong communication, organizational, confidentiality, and multitasking skills.
Ability to read and interpret procedure manuals, industry reports, and presentations; write reports and correspondence; and perform basic arithmetic and percentage calculations.
Ability to apply common-sense reasoning, solve practical problems, and analyze data and reports with attention to detail.
May be required, at the discretion of the San Manuel Tribal Gaming Commission, to obtain and maintain a gaming license.

Nice To Haves

Experience handling BSA/AML matters.

Responsibilities

Collect information from guests about their source of funds and origin of currency, and analyze financial records and supporting materials for accuracy and completeness.
Conduct due diligence reviews and follow AML policies, procedures, regulatory requirements, and confidentiality standards.
Maintain detailed, accurate records of patron verification documents and communications.
Serve as a key point of contact for patrons, obtaining sensitive financial information and assisting with questions about credit, front money, and financial transactions.
Receive, track, and process credit applications; verify information and request additional documentation from applicants as needed.
Enter and update information in casino systems and databases, maintaining accurate credit player accounts.
Document unusual credit or collection-related events, file SAIs as assigned, and prepare affidavits and related materials for management review.
Track documentation status and send approval, denial, or conditional letters as directed by management.
Research patron identification, occupation, residency, and potential negative news using proprietary commercial databases, internet sources, and social media; report identified negative news to the BSA investigations team via SAI.
Use research and casino-system information to analyze and report gaming activity and trends, including information related to previously filed SARs, CTRs, and SAIs, and complete IDD reports or support further action on CTR reports.
Order and organize reports from service providers and communicate with applicants, including drafting professional emails at the Credit Supervisor's direction.
Work with Casino Compliance, Player Development, and Finance to gather information, resolve discrepancies, and support investigations.
Participate in cross-functional meetings to align on risk mitigation and patron engagement.
Support other clubs by sharing mutual patron information.
Perform other duties as assigned to support department operations.