Asheville Lottery Operations Lead - Claims & Payouts

North Carolina Education Lottery; Asheville (NC); Sur place; USD 59 000 - 72 000; Plein temps

Avantages offerts par ce poste

Great Place to Work certification

Best-in-Class Employer

Résumé du poste

North Carolina Education Lottery is seeking an Office Manager for the Asheville region. You will lead the Claims Analysts team, oversee prize payouts, and collaborate with retailers, vendors, and internal teams to keep operations flowing smoothly.

This exempt, NC-resident role requires strong leadership, cash handling, and process integrity, with opportunities for professional development in a fast-paced, supportive environment.

Qualifications

• Bachelor’s degree preferred; minimum 2 years of supervisory or operational experience in lottery, gaming, or regulated industries.
• Strong background in cash handling, balancing, and reconciliation.
• Excellent oral and written communication skills.
• Ability to manage sensitive information with discretion and integrity.

Responsabilités

• 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.

Connaissances

Leadership

Supervision

Scheduling

Training

Communications

Cash handling

Formation

Bachelor's degree preferred

Notary public certification (Preferred)

IRS TIN Matching (Preferred)

First Aid and CPR certifications (Preferred)

Outils

Microsoft Office Suite

Excel

Word

PowerPoint

Description du poste

North Carolina Education Lottery is seeking an Office Manager for the Asheville region. You will lead the Claims Analysts team, oversee prize payouts, and collaborate with retailers, vendors, and internal teams to keep operations flowing smoothly.

This exempt, NC-resident role requires strong leadership, cash handling, and process integrity, with opportunities for professional development in a fast-paced, supportive environment.