Patron Relationship Specialist

San Manuel Band of Mission Indians•Highland, CA

7d•Onsite

About The Position

Under the direction of the Supervisor, Credit, the Patron Relationship Specialist reviews high-value patron documentation and financial records to validate legitimacy and support compliance with anti-money laundering (AML) policies and procedures. The role collaborates with Cage, Credit, Player Development, Compliance, and Finance leadership to analyze information and provide clear summaries that support informed decisions. It also builds guest relationships, encourages open communication, and supports a positive patron experience while processing credit applications and maintaining accurate records. The specialist gathers and evaluates source-of-funds information, bank statements, and supporting documentation; conducts due diligence and risk reviews; and maintains confidential records of verification activity. The role researches patron identity, occupation, residency, and potential negative news using commercial databases, internet sources, social media, and casino systems. It analyzes gaming activity and related trends, including information about previously filed SARs, CTRs, and SAIs, and prepares IDD reports or supports further CTR action. The position processes credit applications, requests additional documents, orders and organizes reports, updates casino systems and databases, documents unusual credit or collection events, files SAIs as assigned, and prepares affidavits and related materials. It may track case status and issue approval, denial, or conditional letters as directed by management. The specialist also responds to patron inquiries about credit, front money, and financial transactions, shares mutual patron information with other clubs, and supports investigations and risk-mitigation efforts. The primary work environment is a climate-controlled office, with travel to meetings, trade shows, and conferences. 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 with Microsoft Office and Synkros, Synk31, Patron 360, or similar systems.
Availability to work a flexible schedule.
Ability to multitask and maintain strong organizational skills.
Fluency in English.
Strong communication, organization, and confidentiality skills.
Ability to read and interpret procedure manuals, industry reports, and presentations.
Ability to write reports and correspondence.
Ability to perform arithmetic calculations, including ratios and percentages.
Ability to apply common-sense understanding to written, oral, or diagrammatic instructions and solve practical problems in situations with limited standardization.
Analytical skills and attention to detail.
May be required, at the discretion of the San Manuel Tribal Gaming Commission, to obtain and maintain a gaming license.
Ability to meet the described physical requirements, including sedentary work, operating office equipment, and occasional lifting or moving of objects up to 40 pounds.
Ability to travel for meetings, trade shows, conferences, and related events.

Nice To Haves

Experience handling BSA/AML matters.

Responsibilities

Collect patron source-of-funds and origin-of-currency information; review financial records and supporting documentation for accuracy and completeness.
Conduct due diligence reviews and support risk assessment while following AML policies, procedures, and regulatory requirements.
Maintain detailed, confidential, and accurate records of patron verification documentation and communications.
Build rapport with patrons and obtain sensitive financial information while providing courteous, confidential service.
Receive, track, and process credit applications; verify information and request additional documentation as needed.
Order and organize reports from service providers and enter information into casino systems and databases to maintain accurate credit player accounts.
Document unusual credit or collection events, file Suspicious Activity Incidents (SAIs) as assigned, and prepare affidavits and related materials for review.
Track documentation status and issue approval, denial, or conditional letters as directed by management.
Assist patrons in person or by phone with credit, front money, and financial transaction inquiries; share mutual patron information with other clubs.
Research patron identification, occupation, residency, and potential negative news using commercial databases, internet sources, and social media; report identified negative news to the BSA investigations team via SAI.
Analyze casino-system information and gaming activity trends, including available information about SARs, CTRs, and SAIs, to complete IDD reports or support further action on CTR reports.
Collaborate with Casino Compliance, Player Development, Finance, and other departments to gather information, resolve discrepancies, and support investigations.
Participate in cross-functional meetings focused on risk mitigation and patron engagement.
Perform other duties as assigned to support department operations.