Pollard Banknote

Pollard Banknote

LANSING, MICHIGAN Job Opportunities

Established in 1907, Pollard Banknote is one of the world’s leading full-service lottery suppliers and is a major supplier to North America’s charitable gaming industry. Listed on the TSE, the firm currently provides instant lottery tickets and related programming, design, and marketing support services to more than 60 lotteries worldwide, including some of the largest and most respected lotteries in the United States, Canada, Europe, Asia, and Central and South America.


Call Center Supervisor

You'll Love this Position if:

You want the opportunity to be a part of team in a well-established, reputable, and leading company in the Lottery Industry. This position will provide fast-paced, challenging work, and growth potential.

About Us:

Pollard Banknote Limited is a leading lottery partner, providing high quality instant ticket products, licenced games, and strategic marketing and management services for both the traditional instant games and the emerging iLottery space of web, mobile, and social channels. Over the years at Pollard Banknote, we’ve built our core strengths in the key areas of product innovations, ticket art design, game programming, security, and of course new printing techniques that have taken instant scratch tickets to places never imagined 30 years ago. In recent years, we formed Pollard iLottery – a joint venture that provides new online and mobile gaming products and services. We are listed on the TSX as PBL.

The Position:

Pollard iLottery, Inc. is seeking a highly driven and ambitious professional to join our team in Lansing Michigan. As a Call Center Supervisor you will supervise a team of Technical Support Representatives and report to a Director of Operations to ensure that the highest quality of customer service is achieved and maintained in the call center.

The Call Center Supervisor will:
  • Motivate a team of Technical Support Representatives to reach their performance targets
  • Provide daily direction and communication to employees so that customer calls, chats and emails are answered in a timely, efficient, and knowledgeable manner
  • Handle all aspects of workforce management within the Call Center
  • Monitor chat, email, and telephone queues at all times
  • Monitor call center productivity and Key Performance Indicators
  • Live chat and phone support, advising Customer Account Representatives on issues (questions, handle time)
  • Set personal and team performance goals to improve team’s performance
  • Conduct briefings and trainings on new developments (weekly and monthly updates)
  • Occasionally accept calls and provide support if necessary
  • Daily updates of shift performance
  • Manage team break times
  • Adopt and promote company values at all times
About You:
  • 1-2 years of Call Center leadership experience required
  • High School Diploma or Equivalent
  • Experience monitoring and reporting on Key Performance Indicators (i.e. service levels, abandonment rates, handle times) strongly desired
  • Advanced knowledge of Microsoft Office Programs (Word, Excel, and Outlook)
  • Advanced knowledge of Support Center IT tools and software
  • Excellent written and oral communication skills
  • Ability to communicate effectively to a variety of audiences
  • Teambuilding and problem solving skills
  • Adaptable to a dynamic environment (fast paced with an active noise level)
What you get:
  • Comprehensive Health, Vision, and Dental benefits
  • Life and AD&D Insurance
  • 401k retirement savings plan
  • Paid vacation
  • Employee Assistance Program (EAP)
  • Opportunity for career development
  • Fun & exciting work culture
Ready to Take Your Career to the Next Level:

Submit your cover letter, resume, including salary requirements to HR_ypsilanti@pollardbanknote.com. For more information on our company, please visit www.pollardbanknote.com.

Only those selected for interviews will be contacted and we thank all other applicants for their interest.

Consistent with Pollard Banknote’s security requirements, any and all offers of employment will be extended with the requirement for satisfactory responses from the candidate’s references and the requirement that the candidate successfully completes a Criminal Record Check before commencement of employment. Evidence of a criminal record or unsatisfactory responses from references will cancel the offer of employment.


System & Database Administrator

You'll Love this Position if:

You want the opportunity to be a part of team in a well-established, reputable, and leading company in the Lottery Industry. This position will provide fast-paced, challenging work, and growth potential.

About Us:

Pollard Banknote Limited is a leading lottery partner, providing high quality instant ticket products, licenced games, and strategic marketing and management services for both the traditional instant games and the emerging iLottery space of web, mobile, and social channels. Over the years at Pollard Banknote, we’ve built our core strengths in the key areas of product innovations, ticket art design, game programming, security, and of course new printing techniques that have taken instant scratch tickets to places never imagined 30 years ago. In recent years, we formed Pollard iLottery – a joint venture that provides new online and mobile gaming products and services. We are listed on the TSX as PBL.

The Position:

As a System and Database Administrator, you will be responsible for the design, implementation, and management of internal databases, administration and support for the Customer Service Center (CSC) IT infrastructure, office environment server, and network technology needs as well as provide occasional IT support for the data centers.

The System & Database Administrator will:
  • Install, upgrade, and monitor servers, desktop/mobile computers, printers, routers, switches, firewalls, desktop and smartphones, wireless networks, software deployment, security updates, patches, LAN, Internet and intranet resources
  • Install, modify and maintain systems and utility software on server computer systems and provide server support related to other software
  • Perform daily system monitoring and restoration operations, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups
  • Perform regular security monitoring to identify any possible intrusions and develop procedures to maintain security and protect systems from unauthorized use, acts of nature and user abuse
  • Establish, maintain, document and manage user accounts
  • Ensure high availability and acceptable levels of performance, security and capacity for mission critical technological resources and provide periodic performance reporting to support capacity planning
  • Create and maintain analytical databases including SQL and Microsoft Access to store, organize and manage data
  • Write database documentation, including data standards, procedures and definitions for the data dictionary
  • Design, develop and automate standard business reports, including various filter and export functionalities
  • Researches and recommends innovative and where possible automated approaches for system administration tasks
  • Other duties as assigned
About You:
  • Bachelor’s degree in Computer Science or Engineering is preferred
  • 1+ years’ experience in database administration
  • 4+ years’ experience with system and networking administration
  • Intermediate to advanced expertise with Excel, SQL, and MS Access
  • Excellent analytical ability, forward thinking and knowledge of operational strategies that promote maximum optimization of workforce and other operational processes
  • Ability to work in a fast paced environment while ensuring deadlines are met
  • Strong written and verbal communication skills
  • Excellent reading, comprehension, and problem solving skills
  • Demonstrated organizational and project management skills and the ability to execute on multiple projects and understand how they fit into other aspects of operations
  • Proficiency with MS Word, PowerPoint, and Excel
  • Intermediate experience troubleshooting computers, Windows, software, desktops
What you get:
  • Comprehensive Health, Vision, and Dental benefits
  • Life and AD&D Insurance
  • 401k retirement savings plan
  • Paid vacation
  • Employee Assistance Program (EAP)
  • Opportunity for career development
  • Fun & exciting work culture
Ready to Take Your Career to the Next Level:

Submit your cover letter, resume, including salary requirements to HR_ypsilanti@pollardbanknote.com. For more information on our company, please visit www.pollardbanknote.com.

Only those selected for interviews will be contacted and we thank all other applicants for their interest.

Consistent with Pollard Banknote’s security requirements, any and all offers of employment will be extended with the requirement for satisfactory responses from the candidate’s references and the requirement that the candidate successfully completes a Criminal Record Check before commencement of employment. Evidence of a criminal record or unsatisfactory responses from references will cancel the offer of employment.


Customer Service Representatives

You'll Love this Position if....

You want to be part of an awesome, exciting industry and work in a dynamic, interactive workplace. You like knowing the work you do helps Michigan Lottery raise proceeds for good causes. You appreciate working in an environment where you can take a short but active break by playing a game of ping pong.

This position will provide the best excitement of a start-up environment with fast-paced, challenging work, and tremendous growth potential and gives you the opportunity to work with a leading provider of internet lottery solutions during one of the most transformative times in the industry.

About Us....

Pollard Banknote Limited is a leading lottery partner, providing high quality instant ticket products, licenced games, and strategic marketing and management services for both the traditional instant games and the emerging iLottery space of web, mobile, and social channels. Over the years at Pollard Banknote, we’ve built our core strengths in the key areas of product innovations, ticket art design, game programming, security, and of course new printing techniques that have taken instant scratch tickets to places never imagined 30 years ago. In recent years, we formed Pollard iLottery – a joint venture that provides new online and mobile gaming products and services. We are listed on the TSX as PBL.

The Position....

Pollard iLottery, located in Lansing Michigan, is on the leading edge supporting new and innovative online Lottery games. We hire great people and are currently looking for entry-level, part-time and full-time Customer Service Representatives to work in our Contact Center supporting online Lottery players with Lottery purchases, withdrawals, game play, registration and other related service inquiries.

In this role you will interact with customers through live instant messaging, email and telephone to enhance player experience with online Lottery games by answering questions, providing information, resolving technical issues and providing flawless customer service and basic technical support.

The Customer Service Representative will....
  • Interact with customers to provide information and to process inquiries about accounts, products and services
  • Troubleshoot technical issues related to computer/tablet/cell phone applications according to established department policies and protocols
  • Respond to and process inbound calls, real-time chat communications, emails and make outgoing calls
  • Communicate special marketing offers to VIP customers
  • Provide timely feedback to company regarding service failures or customer concerns
  • Maintain customer confidentiality
  • Adopt and promote company values
  • Remain current on all new developments and procedures regarding department and company protocols
  • Work according to set goals and targets
  • Have Fun!
About You....
  • High School diploma or equivalent, some college preferred
  • Advanced knowledge of computers and Windows Office Programs/Mac OS
  • Previous customer service experience required and contact/call center experience an asset
  • Tech savvy – Experienced with computers, smartphones, tablets and is able to troubleshoot internet connectivity, app, and browser issues
  • Highly developed verbal, interpersonal, and written communication skills and able to relate to and empathize with others, maintain a friendly, professional, and courteous demeanor while assisting members and co-workers throughout the day
  • Demonstrated accuracy with a consistent attention to detail
  • Possess independent judgment, discretion and initiative in absence of specific directions from management
  • Good grammatical and typing/data entry skills with an emphasis on accuracy
  • Thrives in a fast-paced, dynamic work environment and is able to work effectively and efficiently while maintaining a high level of member service
  • Organized with excellent time-management skills
  • Previous technical support experience an asset
What you get....
  • Comprehensive Health, Vision, and Dental benefits (applies to full-time employees only)
  • Life and AD&D Insurance (applies to full-time employees only)
  • 401k retirement savings plan
  • Paid vacation
  • Employee Assistance Program (EAP)
  • Opportunity for career development
  • Fun & exciting work culture
Ready to Take Your Career to the Next Level....

Submit your cover letter, resume, including salary requirements to jobs@neopollard.com. For more information on our company, please visit www.pollardbanknote.com.

Only those selected for interviews will be contacted and we thank all other applicants for their interest.

Consistent with Pollard Banknote’s security requirements, any and all offers of employment will be extended with the requirement for satisfactory responses from the candidate’s references and the requirement that the candidate successfully completes a Criminal Record Check before commencement of employment. Evidence of a criminal record or unsatisfactory responses from references will cancel the offer of employment.