Agent/Customer Relations Professional

f #: NLCB/CON/

 Scope of Works

CONTRACTUAL POSITION

JOB TITLE:

Agent Customer Relations Professional

JOB SUMMARY:

The incumbent is responsible for monitoring all On Line Gaming System activities, ensuring that there are no breaches in contractual agreements by Agents. Duties include ensuring that agents comply with the standards of their contractual agreement in accordance to established policies and procedures and to provide excellent customer service and support to the gaming public.

REPORTS TO:

Supervisor, Online Games

SUPERVISION GIVEN TO:

NIL

DIMENSION/NATURE/ SCOPE:

This position requires the ability to work independently and with others while performing a variety of functions, within specific and general guidelines. Incumbents of this position is designated as essential employees for NLCB operations and must report to work as normally scheduled. Essential employees are not covered by directed early departures or office closures due to inclement weather, holidays, etc. This position is responsible for working shift schedules including night, weekends and public holidays.

DUTIES AND RESPONSIBILITIES:

1)      Monitors all agent activity on the network to ensure that Agents are adhering to the standards of their contractual agreement:

a)       ensures that Agents’ sales figures are not out of character (higher than average or lower than acceptable)

b)      alerts the Supervisor, Online Games where this is so and takes action according to established policies and procedures.

c)       communicates with Agents whose sales figures may be out of character via telephone or via internal intranet messages to alert them of the irregularities in their sales figures and advises agent/retailer on the action to be taken.

d)      ensures there are no irregularities/anomalies in the system including downtime, and incorrect or conflicting figures in the central system

2)      Ensures the weekly collection of online sales by checking reports against agent’s AFT bank accounts established for this purpose:

a)       Advises defaulting agents on shortage and the need for action.

b)      Communicates with supervisor on defaulting agents and receives approval for further action.

c)       De-activates the service on the terminal (suppresses)for agents who fail to make deposit/have funds available by the stipulated time.

d)      Verifies that funds are available in accounts when agent contacts section to have service reinstated (reactivation) and take necessary action.

e)      Investigates any deposit anomalies and liaises with agent and bank to resolve issue.

 3)      Transfers defaulting agents’ account information to the Debtors Unit in accordance with the credit policy utilizing the Handover Form for further action and communicates regularly with unit to receive updates on agents in this category.

 4)      Prepares History / Sales Experience Reports for the Debtors Unit to inform the creation of payment plans for Agents who are indebted to the NLCB.

 5)      Reviews Agents’ sales commissions for accuracy and makes necessary adjustments.

 6)      Views and records the televised On Line drawings and circulates the results throughout the organization:

a)       Ensures that the results posted on the system by the ICS Operators are accurate.

b)      Updates company’s website with game results after each drawing.

c)       Ensures that all current promotions are advertised on website.

d)      Provides the Operator with updated drawing results.

 7)      Prepares monthly reports for the Supervisor, On Line Games on all On Line activity (new installations, termination of agencies, sales figures etc).

 8)      Receives and processes applications for new terminals:

a)       Forwards application to IGT and Compliance Officer to conduct feasibility assessment of location (evaluation).

b)      Informs applicants in writing whether the feasibility assessment was successful.

c)       Advises successful applicants on documents required and provide application package.

 9)      Inducts new Agents onto the network according to established policies and procedures ensuring that they understand the terms of the contract; issues letters to open bank accounts; ascertains that all necessary training is provided.

 10)   Processes claims on expired winning tickets and On Line Agents’ Sellers Prizes.

 11)   Investigates customers claims of spoilt or damaged tickets or other anomalies in encashing/ claiming tickets.

KNOWLEDGE, SKILLS AND ABILITIES

KNOWLEDGE:

• Considerable knowledge of modern office practices and procedures.
• Considerable knowledge of office management principles and techniques.
• Some knowledge of lottery gaming products and their mechanics
• Some knowledge of relevant Public Service rules, regulations, instructions and procedures.
• Knowledge of the relevant financial rules and regulations.

SKILLS AND ABILITIES:

• Proficiency in the use of Microsoft Office Suite.
• Skill in the use of personal computers.
• Skill in utilizing tact when dealing with sensitive situations and ensuring confidentiality.
• Ability to build exceptional client experiences, that help agents/customers meet their needs and solve their concerns.
• Ability to multi-task, problem-solve, prioritize and competently handle a variety of activities with a high degree of accuracy in a fast-paced, customer-driven environment.
• Ability to compose and prepare standard documents such as letters, memoranda, minutes and reports.
• Ability to communicate effectively both orally and in writing.
•  Ability to use the internet for research purposes.
• Ability to interpret legal documents (contracts, deeds, leases)
• Ability to work as part of a team or independently with minimal supervision.
• Ability to establish and maintain effective working relationships with colleagues and members of the public.
• Ability to use initiative and to find solutions for work related issues with the established framework.

MINIMUM EXPERIENCE AND TRAINING:

• Training as evidenced by the possession of an Associate Degree in Social Sciences from a recognized institution.
• Minimum of three (3) years’ experience in a customer service environment or performing clerical/secretarial, administrative support duties.