Senior Prize Claim Specialist

OLG • Toronto, ON

22h • CA$66,400 - CA$99,600 • Onsite

About The Position

We are ready to take this game to the next level and need someone passionate to conduct investigations into the validity and Insider status of all major prize claims ($10,000 and above) and any suspicious prize claims to ensure compliance with AGCO regulations and protect the integrity of OLG. YOUR ROLE IN THE GAME Reporting to the Senior Manager Prize Claims Review, you will be empowered to: Conduct investigations into prize claims to determine the validity of the claim in accordance with operational & compliance standards for Ontario Lottery Gaming, Alcohol and Gaming Commission of Ontario and the Interprovincial Lottery Corporation. Collects and analyzes information from various systems to evaluate, investigate and determine required actions. Prepare reports and witness statements to ensure the investigative process is supported, validated and documented for audit and compliance purposes. Create Microsoft Dynamics profiles and update Integrated Payment System as needed to ensure information is correct and verify possible matches in accordance with the Family Responsibility Office. Prepare transactional and supporting documentation related to approving/disproving claims and ensure all evidence, reports, and notes are concise as to withstand legal scrutiny. Liaise with OLG departments and other stakeholders to provide required information / investigation and facilitate the completion of investigations. Assess nature of Prize Claims that have been escalated, conduct interviews as required and determine ticket ownership or recommend escalation to ensure all evidence, reports, and notes are accurate. Establish working relationships with OLG Corporate Investigations and Compliance teams on unresolved claims and ticket data analysis. Establish working relationship with Prize Centre Operations to ensure turnaround of files is time efficient and meets customer service level agreements. Balance the strategic priorities and values of OLG while providing high quality customer service.

Requirements

• University degree (or equivalent) in either law enforcement, security administration or related field.
• Minimum 3-5 years of experience in conducting witness/ subject interviews, statement taking and investigative report writing.
• Customer service experience required.
• Candidates who are fluent in both English and French (verbal and written) are preferred.
• Creative, out-of-the-box thinker with strong analytical and problem-solving skills
• Technical skills (Microsoft Suite)
• Excellent oral and written communication skills
• Customer service and conflict resolution skills
• Detail oriented
• Policy interpretation skills of legislation, internal controls, and policies
• Able to self-manage workload and excellent organization and time management skills
• AGCO Category 1 Gaming Assistant Registration (Initiated at offer stage - employment is conditional upon obtaining and maintaining this license)

Nice To Haves

• Experience with lottery and gaming business is an asset.

Responsibilities

• Conduct investigations into prize claims to determine the validity of the claim in accordance with operational & compliance standards for Ontario Lottery Gaming, Alcohol and Gaming Commission of Ontario and the Interprovincial Lottery Corporation.
• Collects and analyzes information from various systems to evaluate, investigate and determine required actions.
• Prepare reports and witness statements to ensure the investigative process is supported, validated and documented for audit and compliance purposes.
• Create Microsoft Dynamics profiles and update Integrated Payment System as needed to ensure information is correct and verify possible matches in accordance with the Family Responsibility Office.
• Prepare transactional and supporting documentation related to approving/disproving claims and ensure all evidence, reports, and notes are concise as to withstand legal scrutiny.
• Liaise with OLG departments and other stakeholders to provide required information / investigation and facilitate the completion of investigations.
• Assess nature of Prize Claims that have been escalated, conduct interviews as required and determine ticket ownership or recommend escalation to ensure all evidence, reports, and notes are accurate.
• Establish working relationships with OLG Corporate Investigations and Compliance teams on unresolved claims and ticket data analysis.
• Establish working relationship with Prize Centre Operations to ensure turnaround of files is time efficient and meets customer service level agreements.
• Balance the strategic priorities and values of OLG while providing high quality customer service.

Benefits

• Eligible employees and dependents have access to comprehensive, employer-paid group benefits coverage (permanent employees only).
• Participation in a highly desirable defined benefit pension plan.
• Participation in a performance-based incentive plan that recognizes organizational and individual achievements (permanent employees only).
• Competitive paid time-off provisions to support work-life balance and well-being.
• Become your best self with access to new opportunities and personalized support programs.
• 24/7 access to robust online learning programs.
• Core to OLG’s culture, empowering employees to bring their authentic selves and make a meaningful impact across Ontario.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior