Senior Retail Compliance Specialist

OLG; Sault Ste. Marie; Hybrid; CAD 60,000 - 75,000; Full time

Job summary

A leading gaming entertainment organization in Sault Ste. Marie is seeking a Senior Retail Compliance Specialist. This role includes reviewing compliance issues, analyzing retailer activity, and ensuring adherence to regulations. Candidates should have a university degree and at least 2 years of experience in customer service or investigations. Ideal candidates should demonstrate strong analytical skills and effective communication. A flexible work environment is offered.

Benefits

Flexible Work Environment

Public Service Pension Plan

24-7 access to learning programs

Qualifications

• 2+ years of relevant experience in customer service or investigations.
• Proven experience in effective written communication.
• Knowledge of provincial regulator/retailer compliance programs.

Responsibilities

• Carry out compliance issue reviews at retail locations.
• Review retailer activity reports to ensure compliance.
• Act as a primary contact for compliance incidents.

Skills

Analytical skills

Attention to detail

Effective communication

Time management

Education

University degree or college diploma in a relevant field

Job description

Overview

Senior Retail Compliance Specialist at OLG. GAME ON – OLG needs you. We’ve said GAME ON, and we mean it – OLG is transforming to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. OLG delivered a record $2.4 billion in net profit to the Province of Ontario in fiscal 2023-24 and is expanding with a new strategic direction to be a world class gaming entertainment leader with an omni-channel platform.

We are seeking a passionate Senior Retail Compliance Specialist to be accountable for the effective review of failed Mystery Shops and other breaches of OLG's Retailer Policy Manual (RPM), completing the associated education, communication, eLearning tracking and/or penalty enforcement to reduce risk to OLG and its customers by increasing Retailer compliance with AGCO standards & regulations and the RPM.

Your Role in the Game

Reporting to the Manager Customer Care Retail Compliance, you will be empowered to:

• Carry out the review and follow-up related to compliance issues at retail locations in accordance with OLG’s Retailer Policy Manual, Policies and Procedures and AGCO Standards & Regulations.
• Review and analyze reports on retailer activity and take action to minimize impact on the customer, ensure retailer compliance and protect the integrity of OLG’s products and processes.
• Maintain records related to non-compliance and ensure all evidence, reports, and notes are accurate and concise in accordance with the Retailer Policy Manual.
• Act as the primary point of contact for internal and external stakeholders to review retailer non-compliance incidents or associated penalties, and for the OLG Retailer Mystery Shop program (Vendor Managed).
• Apply corrective actions relating to retailer non-compliance, in accordance with the RPM and the Penalty Matrix.
• Establish working relationships with internal stakeholders by providing expert advice on new/existing products, technology and customer facing issues, and collaborate to ensure investigations remain comprehensive, accurate and detailed.
• Manage and ensure compliance by Retailers with assigned eLearning completion.
• Serve as the primary point of contact for retailer inquiries, offer advice and guidance regarding compliance, products and services to ensure retailers continue to serve as a strong partner to OLG.
• Develop and maintain knowledge of OLG products, systems, services, and promotions and continuously seek opportunities to improve department processes and procedures to ensure efficient and effective operations.
• Follow-up on cases of non-compliance via outbound phone calls, providing exceptional customer service aligned with OLG’s policies and procedures.

What You Need To Play

Work Experience: 2+ years of relevant experience; demonstrated experience working in a customer service or investigations industry with emphasis on complaint handling and early resolution; proven experience in effective written communication relating to documenting situations and findings, as well as reporting.

Education: University degree or college diploma in a relevant field; knowledge of provincial regulator/retailer compliance programs, understanding of gaming, entertainment or other similar industries and/or strong understanding of OLG operations and information technology systems (preferred).

Critical Skills: Analytical/problem solving/decision making skills; stress management, facilitate competing priorities; effective teamwork; attention to detail; de-escalation skills; good judgement, time management, verbal and written communication and interpersonal skills.

Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our work.

Integrity and Trust: do what\'s right and operate with transparency and openness.

Perks of Joining Our Team

• Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario
• Flexible Work Environment: to help balance both work and life
• You Matter: family friendly work practices and hybrid work
• Freedom to Innovate: supports new and better ways to be successful
• Be your Authentic Self: environment that values diversity as a source of strength
• Learning Galore: 24-7 access to robust online learning programs
• Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario
• Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)

Learn about OLG – GAME ON!

OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is transforming to be customer obsessed and to bring our digital business to a new level. Our success comes from our people and a culture grounded in trust, clarity, and openness, with flexible work options and family-friendly practices.

Equity, diversity, and inclusion are essential elements of our culture. OLG’s net profits are reinvested back into the province to benefit Ontarians. To learn more about OLG go to www.olg.ca.

Deadline: We look forward to hearing from you; please apply online by September 30, 2025.

Equal Opportunity: OLG is an equal opportunity employer. We are committed to employment accommodations under 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.

Personal information is collected under the Ontario Lottery and Gaming Corporation Act and will be used for purposes related to employment, recruitment, and related policies. For questions about this collection, contact [e-mail].