Player Services Specialist

Oregon State Lottery • Salem, OR

408d • $42,312 - $67,704

About The Position

The Player Services Specialist role at Oregon Lottery involves providing customer-centric service to lottery players, processing prize claims, and ensuring a celebratory experience for winners. This position is crucial in maintaining the integrity of the lottery system while supporting the organization's commitment to responsible gambling and community contributions.

Requirements

• Associate's Degree and three (3) years of experience in high-volume customer-facing service, or five (5) years of experience in a similar role.
• Experience explaining rules and procedures to the general public.
• Strong data entry skills, with a preference for banking and accounting background.

Responsibilities

• Apply Lottery Management Core Values and Expectations in performing daily activities.
• Ensure conduct embodies the principles of fairness, integrity, security, and honesty.
• Support and integrate into your work the Lottery's commitment to responsible gambling, diversity, equity, and inclusion, and a culture of safety.
• Process walk-in and mail-in claims from players.
• Create celebratory winner experiences with players, writing winner stories, and taking photos for marketing use.
• Perform daily operations of the claim center, including daily claim and check balancing.
• Maintain terminals, ticket orders, cash balancing, and daily reporting.
• Provide second level customer service via phone and email.
• Explain game rules and policies to customers.
• Resolve customer issues and escalate to appropriate departments when necessary.
• Perform complex ticket resolutions for discarded tickets or video problems.
• Process complex payment and collection processes, including annuities and MUSL jackpots.
• Collect on retailer missed payments due to nonsufficient funds.
• Maintain confidential information and adhere to archiving and record retention requirements.
• Help train new team members.
• Wear and display lottery branded attire during work hours.

Benefits

• Comprehensive medical, dental, vision, and prescription benefits with low monthly premiums.
• Life insurance, short-term and long-term disability, accidental death, long-term care, and pre-tax flexible spending accounts.
• Public Employees Retirement System (PERS) - retirement program includes defined benefit (pension) and defined contribution (retirement savings).
• Oregon Savings Growth Plan 457(b) deferred compensation plan that provides additional savings for retirement; post-tax, pre-tax options available.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: Associate degree