WLC Player Services Specialist

Salary: $2,735 – $4,700 per month (Dependent on experience)

Location:

Cheyenne, Wyoming

The Player Services Specialist provides customer service to patrons, players, Lottery Officers and staff that need assistance. For players, this includes processing player claims, sales processing, following tax rules and assisting in the problem solving of ticket situations. The emphasis is on ensuring that players are paid the prizes due them under the law, that internal controls over transactions processed are followed and that a positive image of the Lottery is presented.

In addition, this position is responsible for providing administrative assistance to the Chief Executive Officer, the Chief Operations Officer and the Chief Financial Officer. Work also includes the daily processing of mail.

Under general direction from the Chief Executive Officer and the Chief Financial Officer, this position makes decisions based on a thorough knowledge of Lottery games, tax, and rules and interpretation of the policies and statutes behind those rules and all other related administrative rules. The work is guided by Lottery Administrative Rules, policies, procedures and Wyoming Revised Statutes. Failure to effectively perform the job responsibilities could cause delays or errors in processing player claims, which could result in negative publicity for the Lottery, loss of players’ confidence in Lottery games and possible financial loss to Lottery revenue.

• Apply Lottery Management Core Values and Expectations in performing daily activities, and in behavior towards staff members, coworkers and customers.
• Oversee the daily operations of the Player Services Section. Ensure that services provided and problems which arise are handled and resolved effectively, and in a timely manner.
  • Typical
    
    Activities:
    
    
    • Perform the resolution of prize claim problems and player complaints through analysis of Lottery ticket information, computer reports, and other support documentation. Notify the Retailer, Security, Chief Financial Officer and if needed, the Chief Operations Officer when a customer service complaint is received. Ensure that resolution takes place within the guidelines of the Wyoming Revised Statutes, Wyoming Lottery Administrative Rules, internal operating policies and procedures.
    • Oversee the retailer/player problem ticket report process. Work directly with Security to provide information on problem tickets under investigation (i.e., stolen, fraud, misprints). Review Security investigation reports to determine if prize payment should be approved or denied based on Administrative Rule.
    • Review rules & policies with other managers to recommend changes to new or existing rules or policies that impact Player Services operations. Plan and develop operating policies. Record keeping of any player and retailer complaints.
    • Serve as an expert in claims processing and tax form requirements. Provide system requirements for changes/new enhancements to BOS and the selling terminal. Review documentation and troubleshoot issues with key stakeholders (i.e., Security, COO, Chief Financial Officer, Marketing, Intralot, etc.).
    • Review written responses on disputed mail-in claims and retail letters relating to debit/credit problem ticket activity and general outgoing correspondence to ensure conformance to rules, as needed.
    • Balance the cash register to terminal sales. Research discrepancies and provide details on out-of-balances. Ensure that all paperwork is submitted to the Chief Financial Officer as per procedure.
• Follow activities associated with new games, promotions and unique prize claims that are not processed through the BOS. Ensure these activities are handled in a manner that is consistent with Lottery rules and policies.
  • Typical
    
    Activities:
    
    
    • Participate in meetings relating to promotions and new games. Review proposed forms and procedures that will impact claims processing; ensure adequate documentation for Security, Marketing and Finance & Accounting.
• Provide administrative support.
  • Typical
    
    Activities:
    
    
    • On a daily basis, print and provide the Officers with their daily calendar.…