Overview
OUR COMMITMENT TO SERVICE:
We don't have customers, we have Guests. Each visitor is our Guest, just as you have a Guest in your home. You take a certain level of pride when you have an invited Guest in your home. You should take the same pride with every Guest who visits one of our properties. Unparalleled Service isn't just a part of our mission statement at Seminole Gaming; it's a commitment to each and every one of our current and future Guests.
SUMMARY: Under the direction of the Vice President of Credit & Collections, this Team Member, either personally or through subordinates, is responsible for effectively fulfilling all day-to-day operations of our credit and collections department. Demonstrating strong leadership with a commitment to excellence in all aspects of our business with team members and guests is expected.
Responsibilities
- Responsible for all of the day-to-day operations for the Credit and Collections department
- Effectively recruit, hire, train and develop each of the team members to achieve objectives and apply appropriate accountability
- Execute credit strategies/initiatives as set forth to obtain new business or enhance existing business
- Design creative out of the box strategies to increase new business as well as retain existing business
- Review new applications and exercise appropriate judgement for approval/denial
- Develop and promote relationships along with player development involvement with new and existing guests
- Create and maintain strong, collaborative partnerships with all departments and actively engage with our team
- Foster a superior guest service culture
- Innovative vision that transfers to subordinates adding to the overall culture and business objectives.
- Provides highest level of personal service and attention to the needs of Casino Credit patrons
- Compile and interpret credit and collection metrics/updates and report results accordingly to leadership including, but not limited to, Property Review, the Credit Committee, legal/security teams, etc.
- Exhibit effective written and verbal communication across all levels of personnel including upstream reporting
- Demonstrate strong organizational skills to effectively manage expectations and timelines including thorough review to ensure accuracy and completion of all tasks
- Evaluate internal controls, policies and procedures to identify areas of opportunity and make recommendations to improve efficiency or minimize risk
- Coordinate all internal and external audit requests, respond accordingly and follow-up/through to ensure compliance
- Activate initial lines and assign proper deposit delays
- Evaluate temporary (TTO’s) and permanent limit requests up to authorized level
- Compile accurate gaming history on preferred customers through direct contact (Exec to Exec) to provide senior management with the most accurate and complete gaming profile for decisions above their authority level
- Strong analytical skills and excellent ability to recognize relevant business objectives
- Provide highest level of personal service and attention to the needs of Casino Credit guests
- Obtain and maintain sensitive and confidential information in a safe, private and confidential setting/manner
- Articulate the sometimes not so popular outcome of a request, so that the customer understands the logic of the decision and continues to patronize our casino
- Evaluate continued credit worthiness of active customers through re-verification of financial and gaming data
- Review daily in-house returns to determine disposition
- Review daily returns from Central Credit
- Monitor and evaluate expected credit arrivals
- Monitor and evaluate unexpected arrivals
- Track markers issued for walk/roll and take appropriate action
- Call premium players prior to deposit
- Exhibit conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures
- Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discretely notifying appropriate management of concerns and observations
- Ensure prompt and discrete notification to upper management and/or the Ethics Hotline (954-585-5103) of any observation of illegal acts or internal ethics violations
- Protect, promote and perpetuate the Company’s brand through policies, procedures, actions and effective communication
- Participate in the success of the Tribal Career Development program and personal mentorship of Seminole Tribe members to encourage their development and prepare them for property leadership roles
- the Ethics Hotline of any observation of illegal acts or internal ethics violations
Qualifications
QUALIFICATIONS:
- To perform this job successfully, an individual must be able to perform the duties and responsibilities satisfactory. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Professional appearance and demeanor with an outgoing, friendly personality. Must demonstrate extraordinary guest service skills with effective listening skills.
- Must possess excellent oral and written communication skills with ability to independently maintain high levels of productivity.
- Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.
- Ability to work flexible schedule including nights, weekends and holidays is required.
- Must have experience in a casino credit department as a Credit Executive, or above.
MATHEMATICAL SKILLS: Proficient mathematical skills specific to job responsibilities are required, to include ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages. Must possess ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical form and deal with several abstract and concrete variables. REASONING ABILITY:Must possess ability to handle non-standard situations where judgment must be exercised utilizing strong analytical skills. EDUCATION and/or EXPERIENCE:
- Computer related experience desired including AS400, CMP, and/or ACSC Systems, Microsoft Office products
- College Degree (May substitute additional experience for degree) Minimum of five (5) years of casino industry experience with at least three (3) years on the casino floor in a supervisory capacity.
PHYSICAL DEMANDS: While performing the duties of this job, the Manager is regularly required to sit; use hands to handle, or feel; reach with hands and arms and talk and hear in an office environment; regularly required to move throughout office and Gaming area. Specific vision abilities required by this job include close, distance, color, and peripheral vision, and depth perception. The employee must occasionally lift and/or move up to 25 pounds.WORK ENVIRONMENT:The working conditions found are those typically found in indoor, climate controlled office environment. May be exposed to casino related environmental factors including, but not limited to, second hand smoke and excessive noise. Employment Preference:The Tribal Council gives preference in all of its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to other members of federally recognized Native American Tribes who meet the job requirements. DisclaimerThis is not an exhaustive list of all responsibilities, requirements and skills. Management reserves the right to revise the job or to require that different tasks be performed as necessary.