Senior Prize Claim Specialist

olg; Toronto; On-site; CAD 66,000 - 100,000; Full time

Benefits offered by this job

Group benefits

Public pension plan

Paid time off

Job summary

OLG in Ontario is seeking a Senior Prize Claim Specialist to investigate prize claims of $10,000 and above and assess Insider status for compliance with AGCO regulations.

You will collect information from multiple systems, prepare reports and witness statements, and liaise with internal teams to ensure accurate, auditable documentation while upholding customer service standards.

Qualifications

• University degree in law enforcement, security administration, or related field.
• 3–5 years of experience conducting witness interviews, statement taking and investigative report writing; customer service experience required.
• Fluency in English and French preferred.

Responsibilities

• Conduce investigations into prize claims to determine validity under Ontario Lottery Gaming, AGCO regulations and Interprovincial Lottery Corporation.
• Collect and analyze information from various systems to evaluate and determine actions.
• Prepare reports and witness statements to support audit and compliance processes.
• Create Microsoft Dynamics profiles and update Integrated Payment System as needed to verify matches.
• Prepare transactional documentation related to approving/disproving claims and ensure evidence is concise for scrutiny.
• Liaise with OLG departments and stakeholders to facilitate investigations.
• Assess escalated claims, conduct interviews, and determine ticket ownership or escalate as needed.
• Collaborate with Corporate Investigations and Compliance teams for data analysis.

Job description

Range: 66,400.00 - 99,600.00 CAD

Senior Prize Claim Specialist

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

• 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.

WHAT YOU BRING TO THE GAME

Education & Experience

• University degree (or equivalent) in either law enforcement, security administration or related field. Experience with lottery and gaming business is an asset.
• 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.

Relevant Skills

• 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

Union Membership

This is a unionized position.

Licenses, Registrations, Certificates

• AGCO Category 2 Gaming Assistant Registration (Initiated at offer stage - employment is conditional upon obtaining and maintaining this license)

BENEFITS OF JOINING THE WINNING TEAM

• Group Benefits Plan: Eligible employees and dependents have access to comprehensive, employer-paid group benefits coverage.
• Public Service Pension Plan: Participation in a highly desirable defined benefit pension plan.
• Paid Time-Off: Competitive paid time-off provisions to support work-life balance and well-being.
• Growth Focus: Become your best self with access to new opportunities and personalized support programs.
• Comprehensive Learning: 24/7 access to robust online learning programs.
• Equity, diversity, and inclusion: Core to OLG's culture, empowering employees to bring their authentic selves and make a meaningful impact across Ontario.

OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at [e-mail] if you require accommodation at any time throughout the hire process.

We welcome applicants from all backgrounds and experiences. If you bring relevant skills and a willingness to learn, we encourage you to apply-even if you don't meet every listed qualification. We sincerely appreciate your interest; while we are unable to contact everyone, those selected for the next steps will be notified.

We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.

Please Note: Unless otherwise specified, all positions are required to work fully onsite.

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