Regional Office Manager - Asheville

North Carolina Education Lottery•Asheville, NC

5d•Onsite

About The Position

Lead the team that turns winning moments into unforgettable experiences. As our Regional Office Manager, you’ll coach a team of Claims Analysts, keep prize payouts running, and jump in to save the day when players need extra help. Plus, you’ll partner with retailers, vendors, and internal teams to keep everything flowing behind the scenes. Veterans, you are strongly encouraged to apply if you meet the requirements of this role! Come and develop your career in this fun, friendly, and fast-paced environment! The lottery was recently certified as a Great Place to Work. We have also been named a Best-in-Class Employer by Gallagher. All employees must reside in NC.

Requirements

Bachelor’s degree preferred and minimum of 2 years of supervisory or operational experience, preferably in lottery, gaming, or regulated industries
Strong background in cash handling, balancing, and reconciliation.
Excellent oral and written communication skills.
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
Strong customer relations and player engagement skills.
Ability to manage sensitive information with discretion and integrity.

Nice To Haves

IRS TIN Matching system
Notary public certification
First Aid and CPR certifications

Responsibilities

Lead, coach, and supervise Claims Representatives and support staff
Oversee scheduling, workload distribution, performance reviews, hiring, and disciplinary actions
Facilitate team meetings, training programs, and professional development opportunities
Resolve escalated claimant concerns with professionalism and a player-first mindset
Oversee prize claim intake, verification, and payout processes, ensuring accuracy and compliance with Lottery rules
Safeguard sensitive winner information, claim documentation, and instant ticket security.
Supervise secure storage and use of prepaid debit cards for prize payments.
Verify claimant identities using IRS TIN Matching and other approved systems.
Support claims staff during peak redemption periods and assist with notarization and payout processing
Manage player inquiries, complaints, and disputes in a timely, professional manner
Perform daily, weekly, and monthly reconciliations for claims and financial reporting
Supervise balancing of cash, debit card payments, petty cash, and ticket sales
Prepare and distribute operational and compliance reports to Lottery leadership
Partner with Finance and Legal to ensure compliance with audits, security protocols, and regulatory standards
Monitor fraud-prevention procedures and support investigations using systems such as OnBase
Support Sales Representatives with Retailer Terminal Reporting (RTR), investigations, and retailer complaints.
Communicate with retailers and vendors regarding ticket deliveries, reporting issues, and supply needs.