Responsible Social Gameplay Outreach Specialist

Reporting to the RSG Team Lead, this position supports the day to day case management and customer outreach of RSG operations.

The salary range for this role is CAD 65,000 to CAD 71,000 per year.

This is an existing position within our team.

• →Assess the gameplay habits of players and determine the appropriate course of action prior to interaction with players.
• →Maintain confidentiality and adhere to ethical guidelines in handling sensitive information.
• →Increase awareness about responsible gaming tools, making informed decisions and available support services.
• →Provide guidance, support, and referrals to individuals affected by gameplay activities, their families as required.
• →Conduct proactive and reactive outreach activities including but not limited to outbound calls, emails and live chats to promote responsible gameplay practices to players that are developing red flag behaviours.
• →Stay updated on the latest research and developments in the field of problem gameplay.
• →Build and maintain effective relationships with the account management team to effectively collaborative an approach with high value customers.
• →Build trust and rapport with contacted customers to accurately gauge gameplay habits.
• →Work closely with the RSG Risk Assessment team and other internal stakeholders to identify potential red-flag behaviours and provide support to affected individuals in a timely manner.

• →Bachelor’s degree/diploma/certificate in social work, adult education, psychology, public health, or a related field is desirable.
• →Minimum of 1-3 years of related experience; or an advanced degree without experience; or equivalent work experience.
• →Working knowledge of mental health, harm reduction, addiction, risk prevention, preferred.
• →Knowledge of responsible gameplay principles and problem gameplay approaches a strong asset.
• →Familiarity with relevant legislation, regulations and industry guidelines related to social casinos and responsible gameplay a plus.
• →Compassion, empathy and understanding when working with individuals affected
• →Experience assessing and responding to sensitive and urgent situations.
• →Ability to multitask a number of shifting priorities and the need to achieve the best possible outcomes in short time frames.
• →Experience performing high volume inbound and outbound communications (emails, chats, calls).

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games. With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.

As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.

At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.

At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success. Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.  

But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.

It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things. 

If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.

Find out more at www.vgw.co

VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process.  Please advise our Talent Acquisition Specialist in advance should accommodation be required.  

We use an AI tool to help our Talent Acquisition team with note taking during screening interviews. Using this tool is optional. If you are invited to an interview, you will be given the opportunity to opt out if you choose to.

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