Player Services Representative

POSITION SUMMARY

Processes various monetary transactions, including cashing out chips, redeeming vouchers, and handling currency exchanges. Provides excellent guest service and assists guests.

KEY RESPONSIBILITIES

The following responsibilities apply to all positions within Player Services:

• Deliver exceptional guest service to internal and external guests while demonstrating Cedar Crossing values and culture.
• Follow Company Service Standards in all interactions.
• Maintain confidentiality of privileged information in accordance with company policy and applicable laws and regulations. Comply with all company policies, procedures, and Internal Controls, Bank Secrecy Act (BSA), Title 31 requirements, gaming regulations, and Generally Accepted Accounting Principles (GAAP) where applicable.
• Safeguard Company assets and maintain accountability for assigned funds and equipment.
• Maintain accurate records, documentation, and reports.
• Serve as guest contact and key data entry personnel for Players Card database information.
• Communicate effectively with guests, team members, and leadership.
• Resolve issues within assigned authority and escalate concerns as necessary.
• Perform other duties as assigned.

KEY RESPONSIBILITIES
The following statements are intended as an overview of key responsibilities of the work for this position and are not all inclusive:

• Verify identification, transaction validity, and eligibility requirements.
• Count, verify, and balance assigned funds according to established procedures.
• Maintain accurate transaction records and reconciliation documentation.
• Assist guests with player account inquiries, promotions, and transaction-related questions.
• Maintain accuracy and attention to detail to minimize errors and discrepancies.
• Report variances, suspicious activity, or operational concerns to leadership.

REGULATORY & COMPLIANCE RESPONSIBILITIES
In addition to the other duties described herein, every Team Member has the following responsibilities related to compliance with laws and regulations:

• Attend required training sessions offered by the casino.
• Obtain and maintain required license(s).
• Perform the duties described in compliance with local laws and regulations.
• Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
• Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the team member’s department.
• Have knowledge of the Property’s programs to address problem gambling.
• Consult with the appropriate individuals and maintain an effective system of written policies, procedures, and internal controls to ensure compliance with gaming regulations and Internal Controls.
• Take the appropriate steps to investigate exceptions, fraud, and potential violations and report such instances to the appropriate levels of management.
• Report any acts of wrongdoing on behalf of any Team Member of which they have knowledge.

EDUCATION & EXPERIENCE

High School Diploma or GED required. Previous cash handling, cashiering, banking, or customer service experience preferred. Other combinations of education and experience may be considered. Basic computer proficiency and data entry skills required. Strong numerical aptitude and attention to detail. Ability to work nights, weekends, and holidays.

SKILLS & COMPETENCIES

Must be capable of:

• Strong cash-handling skills.
• Basic math proficiency.
• Guest service orientation.
• Attention to detail and accuracy.
• Ability to work in a fast-paced environment.
• Effective verbal communication skills.

WORK ENVIRONMENT

Must have ability to:

• Work in a casino environment with exposure to flashing lights, moderate-to-high noise levels, and secondhand smoke.
• Work flexible schedules, including nights, weekends, holidays, and special events.
• Stand and move throughout work areas for extended periods.
• Lift, push, or pull up to 30 pounds.
• Use computers, calculators, office equipment, and specialized gaming-related systems.
• Maintain concentration and accuracy while handling cash and sensitive transactions in a fast-paced environment.

CERTIFICATES, LICENSES, AND REGISTRATIONS

Iowa Racing & Gaming Commission License

SUPERVISORY RESPONSIBILITIES

No supervisory responsibilities.

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

A review of this description has excluded the marginal functions of this job which are incidental to the performance of fundamental job duties. All duties or requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team Members will be expected to follow any other job-related instruction and to perform any other job-related duties requested by their supervisor. This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.