Patron Relationship Specialist

Patron Relationship Specialist

Under the direction of the Supervisor, Credit, the Patron Relationship Specialist operates as a critical compliance partner and validates the legitimacy of high value patron documentation by reviewing financial records and ensuring compliance with AML policies and procedures. Collaborates closely with Cage, Credit, Player Development, and Compliance leadership to analyze data and deliver clear summaries that support informed decisions. Focuses on building strong guest relationships to encourage open communication and enhance the overall patron experience. Handles credit related tasks such as processing applications and maintaining accurate records in line with policy requirements.

Essential Duties and Responsibilities

1. Collects information from guests regarding their source of funds and origin of currency to enhance YRC's understanding of top patrons. Analyze financial records, bank statements, and supporting materials to ensure accuracy and completeness, and they conduct thorough due diligence reviews to support risk assessment and decision making while strictly adhering to Anti-Money Laundering (AML) policies, procedures, and regulatory requirements. Maintains detailed records of all documentation and communications related to patron verification, ensuring data integrity and confidentiality in line with company policies and legal standards. Serve as a key point of contact for patrons, using strong interpersonal skills to build rapport and obtain sensitive financial information while providing courteous and confidential service. Enters data into the casino system and database, ensuring credit player accounts are accurately maintained and updated. Documents unusual credit or collection related events, files SAIs as assigned, and prepares affidavits and related materials for review, tracking their status and issuing approval, denial, or conditional letters as directed by management. Assist patrons in person or by phone with inquiries related to credit, front money, or financial transactions, and support other clubs by sharing mutual patron information.

2. Receives, tracks and processes credit applications with a strong attention to detail, verifying accuracy and identifying any suspicious information. Communicate with applicants to obtain additional documentation as needed, often drafting professional emails at the direction of the Credit Supervisor. Orders and organizes reports from various service providers, input data into the casino system and database, and ensures credit player accounts are accurately maintained and updated. Document unusual credit or collection related events, file Suspicious Activity Incident (SAIs) as assigned, and prepare affidavits and related documentation for review, tracking their status and sending approval, denial, or conditional letters as directed by management. Additionally, assists patrons in person or over the phone with inquiries related to their credit, front money, or financial transaction process or account and supports other clubs with mutual patron information.

3. Performs research using proprietary commercial databases and open source (internet) and social media sites to obtain information relevant to a patron's identification, occupation, residency, and possible negative news (if negative news is identified, information is reported to Bank Secrecy Act (BSA) investigations team via SAI. In addition, uses above information in conjunction with casino systems to analyze and report gaming activity, trends which may include previously filed Suspicious Activity Report (SARs), Currency Transaction Report (CTRs), and SAIs and all available information to complete an IDD report or for further action on a CTR report.

4. Works closely with departments such as Casino Compliance, Player Development, and Finance to gather information, resolve discrepancies, and support investigations. Participates in cross-functional meetings to align on risk mitigation strategies and patron engagement efforts.

5. Performs other duties as assigned to support the efficient operation of the department.

Education, Experience and Qualifications

• High School Diploma or equivalent GED required.
• Minimum two (2) years of experience in casino cage, credit, or gaming-related departments is required.
• Experience with BSA/AML Handling is preferred

Knowledge, Skills and Abilities (KSA)

• Technical proficiency in Microsoft Office, Synkros, Synk31, Patron 360, or similar systems.
• Must be available to work a flexible schedule.
• Must be able to multi-task; have strong organizational skills.
• Must be fluent in the English language.
• Must have strong communication, organization, and confidentiality skills to enable effective management of multiple priorities while upholding regulatory and company standards.
• Ability to read and interpret documents such as procedure manuals, industry reports, and presentations.
• Ability to write reports and correspondence.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, fractions, and decimals. Ability to compute ratio and percentage.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Analytical skills and attention to detail to analyze data and reports.

Licenses, Certifications and Registrations

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
• No Driving Responsibilities: Role does not require a driver's license or insurance.

Physical Requirements/ Working Conditions Environment

• Primary work environment is in a climate-controlled office setting.
• Work requires travel to attend meetings, trade shows, and conferences.
• Incumbents may be required to work evening, weekend and holiday shifts.
• Must be able to work in a fast-paced, high-demand environment.
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
• Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!