Customer Resolution Analyst

North Carolina Education Lottery•Raleigh, NC

1d•Hybrid

About The Position

This role is for a Customer Resolution Analyst who is passionate about ensuring customer service excellence and fantastic brand recognition. The ideal candidate will have excellent people skills to proactively help customers with potential issues and identify trends in customer and/or vendor inquiries. This position offers the opportunity to speak with "big winners" and contribute to an organization that gives millions back to education daily. The lottery has been certified as a Great Place to Work and named a Best-in-Class Employer. Veterans are encouraged to apply. This is a hybrid role, and all employees must reside in NC.

Requirements

High school diploma or equivalent plus 1-3 years of experience
Excellent interpersonal skills, including the ability to handle confrontational callers
Knowledgeable in Microsoft Office, including Word, Excel, PowerPoint, Outlook, and OneNote
Ability to learn and disseminate North Carolina Education Lottery games, policies, and procedures
Good written and oral communication skills
Good basic math skills

Responsibilities

Corresponds with retailers, players, and colleagues via phone, email, and fax. Identifying and escalating issues or potential issues to external vendors and/or upper management as necessary
Analyzes and processes retailer adjustments. Produces and analyzes Transaction Master Information Reports (TMIR)
Researches and analyzes the content of retailer accounts. Assists players with Lucke-Rewards, nclottery.com, and the NCEL mobile application
Maintains various databases containing retailer, player, and game information
Produces and verifies reports to assist Retailer Contracts, Finance, and Sales. Analyzes and verifies data using various Excel formulas
Establishes Lottery Service Portal (LSP) access for retailers and examines account usage and information