What security checks are customer service reps put through

[zebedy]

This is probably a question for casino operators.

I was just wondering what if any security checks are performed on people wanting to become customer service reps for casino's.
How can we be confident that the rep we pass alot of our personnel info to isnt just keeping notes of the more sensitive info and selling it to the highest bidder.
Ive read that most CS reps are underpaid or casino's are using 3rd parties to supply the CS personnel how do we know that a CS rep isnt boosting there wage packet by selling on info. and if so would we really know anything about it before it was to late.
I doubt xyz casino would publicy admit a dodgy rep had sold info.

In reading the following 2 posts im just wondering how safe we actually are.

Ok i know the Ladbrokes incedent wasnt a CS rep but i guess the CS rep is privy to this information as when supplying documents to verify your account at a casino your often asked to send it to the CS department.

http://www.dailymail.co.uk/news/arti...-gamblers.html

The confidential records of millions of British gamblers who bet with top bookmaker Ladbrokes have been offered for sale to The Mail on Sunday.
The huge data theft is now at the centre of a criminal investigation after this newspaper was given the personal information of 10,000 Ladbrokes customers and offered access to its database of 4.5 million people in the UK and abroad.
Last night we alerted Ladbrokes to the damaging security breach and handed the customer files to the Information Commissioner's Office (ICO), Britain's data watchdog, which immediately began to investigate.
The records include customers' home addresses, details of their gambling history, customer account numbers, dates of birth, phone numbers and email addresses.
The database was offered for sale by a mysterious Australian. He claimed to be a computer security expert who had worked at Ladbrokes in Britain.
During protracted negotiations via email and in one phone call, the man, who gave his name only as 'Daniel', claimed to represent a company based in Melbourne, Australia.
The company, DSS Enterprises, is run by Dinitha Subasinghe, a Sri Lankan-born IT expert.
Last night, Mr Subasinghe denied any involvement in the data theft. He designs websites and also runs a wedding planning business with his British-born girlfriend Charlene King.
Australia's companies house describes Mr Subasinghe as a 'sole trader'. His recent work has involved designing websites for estate agents in Melbourne, but he also lists Ladbrokes and the UK Ministry of Defence as clients.

my marketing client gave me this casino list for free, im selling it.
basically have the following:-
12,000 american records
38,000 european records
full data
Player ID User Name Full Name Email Phone Country Date of Birth Date Turned Real Lock Status VIP Level Player Type Lifetime Gross Rake Lifetime Rake Costs Lifetime House Rake Lifetime Rake After Costs Lifetime Purchases Lifetime Payments Lifetime Adjustments Period Gross Rake Period Rake Costs Period House Rake Period Purchases Period Payments Period Adjustments Wallet Balance Action Points VIP Points M-T-D VIP Points Y-T-D

[GGW Laurie]

This is probably a question for casino operators.

I was just wondering what if any security checks are performed on people wanting to become customer service reps for casino's.
How can we be confident that the rep we pass alot of our personnel info to isnt just keeping notes of the more sensitive info and selling it to the highest bidder.
Ive read that most CS reps are underpaid or casino's are using 3rd parties to supply the CS personnel how do we know that a CS rep isnt boosting there wage packet by selling on info. and if so would we really know anything about it before it was to late.
I doubt xyz casino would publicy admit a dodgy rep had sold info.

In reading the following 2 posts im just wondering how safe we actually are.

Ok i know the Ladbrokes incedent wasnt a CS rep but i guess the CS rep is privy to this information as when supplying documents to verify your account at a casino your often asked to send it to the CS department.

I have always wondered about that myself i have heard that some of the online casinos in Costa Rica recruit CS peeps that can speak multi languages and they have to leave the country for so long before they can re enter to work again............Thats enough to make one leary imo.............laurie

[zebedy]

I have always wondered about that myself i have heard that some of the online casinos in Costa Rica recruit CS peeps that can speak multi languages and they have to leave the country for so long before they can re enter to work again............Thats enough to make one leary imo.............laurie

I know, its scary to even think about it but with identity theft probably at the highest its ever been we are expected to trust these companies with all of our personnel details without really knowing who these people are.
i suppose the safest way to protect our details is not to play online altogether

[Pinababy69]

I think this is an excellent question Zebedy, especially given the databases we've seen pop up for sale here. And the thread where the casino in question requested the player to send their password over unsecured channels, to close their account (including it being sent to general support, where any one of the CS reps has access to it). I'd love to hear from some of the reps on the forum on this issue as well.

I'd really like to know if past criminal history is checked, as well as a credit check...for starters.

[onemoorebaby]

I was harrassed....contacted at home...emailed...by a member of cs... it got to the point i had to move house and change my number... i was grieving the death of my wife at the time and it was pure hell..... and the contact was not about getting me to deposit more... they took a strange and scary liking to me....

[Wildfire7]

There are several ways this information can be researched by the humble player. Firstly I would draw a comparison with similar jobs, bearing similar responsibilities. Another way is to look for where these jobs are advertised and see what the requirements are for prospective candidates.

A similar job would be advertised as an administration type role, working in a call centre environment. Usually these jobs will require candidates to have previous experience in this field, with proven ability to be able to deal with members of the public professionally. They will also attract a large amount of candidates for any posts advertised. So even though the pay maybe low, they should not have trouble getting the right people. Providing they do the right checks….but do they?

Personally I would be surprised if casinos performed a CRB check on candidates. But I would expect them to perform a financial check on them. Here in the UK many jobs involving staff handling clients funds are not properly vetted. For example many shop workers and office workers are not subject to any checks other than confirming their right to work in the UK and their ID. Employers simply give the employee a form to fill out to confirm if they have a criminal record or not. That form stays on the employees file. So if any criminal convictions do come to light it will be grounds for gross misconduct.

Most of these casinos will not have HR departments who can run these checks, so instead it is left to the management to make an informed decision on new starters. Many I suspect are recruiting in a hurry to fill a post, due to poor retention levels.
In the UK most jobs advertised now require the candidate to pay for his own CRB check. So this would cost the casino nothing, as many job seekers will have one of these already which is valid for 2 years.

But the main problem I can see is not the integrity or honesty of the employee. It is the suitability of the employee who is eventually employed to do that job. It is no coincidence that under performing managers recruit under performing staff.

No amount of background vetting will weed out unsuitable candidates.
So IMO better interviewing skills by the recruitment department at the interview stage is what’s needed. Along with properly checking out references from previous employees. These references alone are worth their weight in gold, when determining if someone is going to be good enough for the job.

Mike

[felicie]

That is a really great question and I once thought I'd like to apply for a job as cs and even asked in live chat a couple of years ago at one of my favorite casinos. As I recall, she was sort of vague about it and told me to look her up if I ever got to that country. or something to that effect .

[GGW Laurie]

I wonder if a Rep could give us some inside scoop on how they hire and what they must pass before they become hired at their casino? It would be nice to get it straight from the ones that know more than we and maybe ease some minds along the way.......................laurie

[zebedy]

I wonder if a Rep could give us some inside scoop on how they hire and what they must pass before they become hired at their casino? It would be nice to get it straight from the ones that know more than we and maybe ease some minds along the way.......................laurie

well it sure looks like that aint gonna happen

[GGW Laurie]

well it sure looks like that aint gonna happen

I might PM a few Reps and see if they will respond and it may be something they are not able to talk about as i know some have read the thread, maybe one will reply.............I saw this commercial and it reminded me of this thread you started in a off beat sort of way, its a little long but is worth the watch..................laurie


http://www.youtube.com/user/Identity.../1/40715s7rmq0