Customer Resolution Analyst

North Carolina Education Lottery; Raleigh (NC); Hybrid; USD 38,000 - 46,000; Full time

Job summary

North Carolina Education Lottery in Raleigh, NC is seeking a Customer Resolution Analyst to ensure service excellence and support big winners. This regular full-time role combines call, email, and data analysis to address issues and improve processes.

The successful candidate will handle retailer and player inquiries, maintain databases, and generate reports, while learning NCEL policies and products. This hybrid position requires NC residency and offers competitive pay and benefits.

Qualifications

• Requires high school diploma or equivalent plus 1-3 years of experience.
• Excellent interpersonal skills, including the ability to handle confrontational callers.
• Good written and oral communication skills.
• Good basic math skills.

Responsibilities

• Corresponds with retailers, players, and colleagues by phone, email, and fax; escalates issues to external vendors or management as needed
• Analyzes and processes retailer adjustments; produces TMIR reports
• Researches retailer accounts and assists players with Lucke-Rewards, nclottery.com, and the NCEL app
• Maintains databases of retailer, player, and game information
• Produces reports to support Retailer Contracts, Finance, and Sales; analyzes data with Excel
• Sets up Lottery Service Portal access for retailers and reviews account usage

Skills

Interpersonal skills

Microsoft Office

Communication skills

Math skills

Education

High school diploma or equivalent

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Resolution Analyst

Regular Full-Time Raleigh, NC, US

You are passionate about ensuring customer service excellence and fantastic brand recognition. You have rare people skills that allow you to get ahead of problems and proactively help customers with potential issues. You have something of a sixth sense for identifying trends in customer and/or vendor inquiries, responding proactively while providing feedback to management. AND you will love speaking with some of our big winners!

If your ultimate mission is to delight both internal and external customers, then we have a career for you! Come join an organization that gives millions back to education every single day! The lottery was recently certified as a Great Place to Work. We have also been named a Best-in-Class Employer by Gallagher.

Veterans, you are encouraged to apply if you meet the requirements of this role!

**All employees must reside in NC. This is a hybrid role**

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

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

Hiring Rate: $42,117

(this non-exempt position will be filled at or near the posted salary)

Closing Date: September 20, 2026

About the North Carolina Education Lottery

We raise money for a great cause! All of the earnings of the North Carolina Education Lottery go to education. We award nearly $10 million a day in prizes. To learn more, visit our website nclottery.com .

At the North Carolina Education Lottery, we deal with winners every day: our employees! We offer competitive pay and benefits, flexible schedules, professional development opportunities, casual attire, open communication and a fun work environment.

All employees of the Lottery are expected to support the organization's values (honesty, respect, integrity, and trust) and its commitment to corporate social responsibility (including responsible gaming, environmental awareness, community involvement, etc).