• Coordinates the implementation and day-to-day execution of Harland Clarke Contact Center Services programs • Serves as the primary point of contact for their clients on a daily basis • Schedules and leads meetings and conference calls with the client and team members • Facilitates meetings with client and internal resources • Understands and supports the client program and project needs • Ensures client satisfaction through oversight of service delivery and SLA attainment • Maintains documentation related to the client campaign • Supports Marketing Services financial goals for monthly revenue and EBITDA targets

• Responsible for responding to complicated inquiries, working with all levels of management in other cross functional departments to ensure inquiries are research/resolved. Interpret breakdowns and trend for actionable insights. This may require communications by phone or written and includes utilization of client system, payer websites, and standard Conifer PFS operating systems. • Analyze all escalations by providing a detailed analysis of drivers and root causes. The would require investigating and reporting in a mechanism where data can be analyzed on a monthly basis • Analyze trending reports weekly for management by providing data related to issues/root causes and probable solutions with supporting elements.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Manages VIP team members at the VIP Host and VIP Associate levels. - Oversight and management of VIP Associates and VIP Hosts as directed including training, comping decision making, staff scheduling, and performance reporting to the assigned Regional Director of Player Development. - Establish and maintain a portfolio of top tier VIP accounts. - Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs. - Contribute to process and compliance initiatives that improve operations, efficiency, and service and provide coaching to improve team performance. - Lead Host and Associate team reporting to the Regional Manager of Player Development with weekly updates and reviews of individual host and associate performance. - Manage all aspects of the relationship with the player, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessary. - Maintain a personalized relationship with players, in order to have one to one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual. - Assist host and associate level employees with developing their relationships. - Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms. - Will communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members. - Utilize daily reporting and analysis to assist with making sound business decisions. - Assist the Regional Director of Player Development with the implementation and adoption of all new initiatives and policies, including sales performance programs. - Monitor individual customer betting behavior and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales. - Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively. - Fully complies with and upholds company expectations including policies, procedures, department goals and business strategy. - Conducts themselves with the highest level of integrity and honesty. - Handles difficult customer interactions and situations in a calm, professional and reasonable manner. - Tasked with managing outbound initiatives to fill special events, while also participating in offsite marketing events. - Other duties as required. Qualifications - At least 3 years of gaming experience either online or with a brick and mortar casino. - At least 1 year of experience with an online gaming operation. - At least 2 years of experience in a sales related role. - Proven experience in online gaming, customer service, concierge, luxury telemarketing or other account management. - Excellent computer skills with an emphasis on Excel, excellent communication skills and telephone etiquette. - Proficient in data management tools. - Positively affects interactions with customers and employees, and has the resiliency to deal with difficult customers in all business conditions. - Ability to review and comprehend player tracking screens, reports, and all other necessary information and documentation. - Ability to communicate effectively with external contacts and all levels of employees. - The ability to travel and attend both on and off property events throughout the United States and Canada. - Will attend high level events designed for our top customers with minimum supervision and oversee team members at said events. - MUST HAVE: Passion for sports, casino and/or sports & casino betting. Benefits - Competitive compensation package. - Fun, relaxed work environment. - Education and conference reimbursements. - Parental leave top up. - Opportunities for career progression and mentoring others. Salary Range $70,000 - $75,000 USD Company Description Penn Interactive is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

• Serves as primary service contact to ensure superior customer experience & manage inbound emails and phone calls to resolve inquiries and troubleshoot. • Provide best in class customer service to internal and external customers, executing follow-through to achieve first contact resolution and improve next call avoidance. • Maintain a knowledge base of general insurance concepts and terms and understand strategy, territory appetite and key agent partners to achieve growth and profitability goals. • Assist in recommendations and enhancements to continually improve the customer experience (workflow, systems, knowledge) to increase efficiency and minimize misdirected calls and emails. • Supports renewal activities; renewal issuance, endorsement/document request, claim reviews, file documentation, handles legal notice requests and inquiries and evaluation of loss control reports. • Updates work management system statuses throughout the cycle of the policy and monitors work in queue & maintain diligent record keeping of disposition of inbound inquiries. • Cultivates strong business relationships (internal and external) by proactively communicating and conveying ownership and commitment & building report, credibility, and trust. • Demonstrates working knowledge of underwriting systems, workflows, procedures, and compliance rules and underwriting guidelines.