Agent/Customer Relations Officer

Monitoring all On Line Gaming System activities, ensuring that there are no breaches in contractual agreements by Agents, and providing excellent customer service and support to the gaming public.

Job Summary

Monitoring all On Line Gaming System activities, ensuring that there are no breaches in contractual agreements by Agents, and providing excellent customer service and support to the gaming public.

Primary Duties and Responsibilities

1. Monitors all On Line activity using VISION to ensure that Agents are adhering to the standards of the contractual agreement; also ensures there are no irregularities in the system including downtime, and incorrect or conflicting figures in the central system.
2. Ensures that Agents’ sales figures are not out of character (higher than average or lower than acceptable); alerts the Supervisor, On Line Games where this is so and takes action according to established standards and procedures.
3. Communicates with Agents whose figures may be out of character - via telephone or through the network via terminal messages- to alert them of the irregularities in their sales figures.
4. Monitors the daily sales figures to ensure that they are within the average; alerts the Supervisor, On Line Games where the figures may be above or below average and takes action – inclusive of Suppression.
5. Advises Agents to adopt the required procedures in cases where accounts are out of character; either to make a deposit or to declare accountability for wagers made.
6. Monitors the On Line system to ensure that Agents make their weekly bank deposits for IMG and On Line games on time.  Takes the necessary action to suppress Agents who fail to make a deposit.
7. Provides the Debtors Unit with information regarding Agents who are indebted to the Board for further action and communicates regularly information regarding suppressed and terminated agencies.
8. Prepares History / Sales Experience Reports for the Debtors Unit to inform the creation of payment plans for Agents who are indebted to the NLCB.
9. Ensures the accuracy of Agents’ sales commissions and makes adjustments as necessary.
10. Views and records the televised On Line draws and circulates the results throughout the organization.
11. Ensures that the results posted on the system by the ICS Operators are accurate.
12. Checks the company’s website daily, ensuring that all current promotions are advertised, and that the website is updated immediately after every draw.
13. Provides reports for the Supervisor, On Line Games on all On Line activity (new installations, termination of agencies, sales figures etc) on a monthly basis.
14. Receives applications for new terminals and forwards to GTECH for evaluation; informs applicants in writing whether requests for a terminal have been approved or denied.
15. Inducts new Agents (both Altura and Roamer) onto the network, ensuring that they understand the terms of the contract; issues letters to open bank accounts; ascertains that all necessary training is provided.
16. Processes robbery claims, ensuring that affected Agents submit all relevant documents.
17. Maintains records of all Agents who have been robbed and compiles a report for review by the Manager, On Line Games.
18. Processes claims on expired winning tickets and On Line Agents’ Sellers Prizes.
19. Collects cash at any special events (e.g. cricket or football) where there are On Line terminals, ensuring that the cash balances and that the money is properly secured.
20. Liaises with the Accounts Department on any On Line related matters as necessary.
21. Any other related duties as assigned by Management.