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Digital Casino Operations Coordinator

Company: Caesars Digital
Location: Las Vegas
Posted on: May 14, 2022

Job Description:

The Digital Casino Operations Coordinator will be responsible for assisting with the day-to-day Real Money Gaming operations with third party platform support team(s), third party geo-location providers and internal departments including compliance, anti-money laundering (AML) and legal. The Digital Casino Operations Coordinator will perform weekly reviews of fraud reports and execute protocols built around these reports. Additional duties include but are not limited to: assisting with Responsible Gaming policy and procedures, online gaming Cage operations, and the handling of player discrepancies accordingly within the confines of the regulation per jurisdiction. The ideal candidate for this position will possess inherent Customer Service skills and a commitment to the highest level of service while upholding regulatory policies and procedures. - What you will do:

  • Review and analyze performance reporting for each Support team to ensure Service Level Agreements (SLAs) are being met.
  • Assist with the handling of escalated player inquiries and work with the platform provider customer service team(s) for resolution (within the confines of the jurisdictional regulations).
  • Coordinate with cross functional teams to execute website edits/FAQs for any changes to our product, policies, or game offerings. -
  • Assist with responsible gaming procedures, by becoming the Responsible Gaming Ambassador for the Nevada Market.
  • Assist in data collection for annual audits.
  • Assist in overseeing the day-to-day online gaming 'cash at cage' operations including but not limited to, daily reports, outreach to cage operations team(s) and accounting.
  • Work in conjunction with Compliance teams to ensure vendor support teams following AML processes and reporting accordingly.
  • Work with our 3rd party geo-location service provider to investigate and properly handle geo-location suspicious activity reporting.
  • Stay current and knowledgeable on regulations in each jurisdiction.
  • Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty
  • Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy What you will need:
    • 2+ years of experience in a Customer Service/call center function or relevant equivalent
    • Online gaming knowledge (casino, sports, and/or poker) preferred
    • Outstanding written/oral, organizational, analytical skills, and attention to detail
    • Exceptional ability to prioritize features, as well as tasks within each feature addition and/or enhancement
    • Proficient in Microsoft Office and Excel
    • Have ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business
    • Sound product judgment and can present clear measurable objectives that will lead to achieving our business goals.
    • Ability to think independently in making decisions to maximize efficiencies and throughput
    • Ability to work in a fast-paced, busy, and somewhat stressful environment. William Hill US, now part of Caesars Entertainment, currently operates sports betting in 18 US jurisdictions, an industry-leading 13 of which offer online sports betting. The combined companies have operations in The Bahamas, Colorado, Delaware, Florida, Illinois, Indiana, Iowa, Michigan, Mississippi, Nevada, New Jersey, New Mexico, New York, North Carolina, Pennsylvania, Rhode Island, Tennessee, Virginia, Washington DC, and West Virginia. William Hill US is the licensed sports betting provider for numerous casinos in Mississippi and New Mexico and is the exclusive risk manager for the Delaware and Rhode Island sports lotteries. The combined companies have numerous league partnerships, including MLB, NBA, NHL, and NFL, as well as national media partnerships with CBS Sports and ESPN. Marking a major milestone in American sports history, William Hill US opened the William Hill Sportsbook at Monumental Sports & Entertainment's Capital One Arena in May 2021, becoming the first ever sports betting venue to open within a US professional sports facility. #LI-SF1

Keywords: Caesars Digital, Las Vegas , Digital Casino Operations Coordinator, Hospitality & Tourism , Las Vegas, Nevada

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