Metropolitan Player Support Specialist I

Texas Department of Licensing and Regulation; Houston (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

Texas Department of Licensing and Regulation is seeking a professional to support the Validations Section, performing high-volume validations and payments in a Lottery Claim Center. You will provide technical assistance to the public and program staff, visit retailer locations for compliance reviews, and help maintain accurate records and reports.

The role requires a four-year degree and strong communication skills, with travel up to 50% and occasional long hours.

Qualifications

• Graduation from an accredited four-year college or university is required.
• Experience providing technical assistance to the public or program support work may substitute for college on a year-for-year basis.
• Strong written and verbal communication skills are essential.
• Ability to travel up to 50% and work flexible hours may be required.

Responsibilities

• Provide high-volume validations, processing, and payments in a Lottery Claim Center.
• Offer consultative services and technical assistance to staff, public, and agencies.
• Inspect retailer locations to ensure compliance with applicable laws and policies.
• Enter data accurately into databases and prepare routine reports.
• Collaborate with team to maintain operational efficiency and accuracy.

Skills

Customer service

Communication

Attention to detail

Teamwork

MS Word

MS Excel

Data entry

MS Outlook

Education

Bachelor's degree

Tools

Database systems

Internet

Corporate email

Job description

General Description

Performs moderately complex (journey-level) consultative services and technical assistance work. Work involves planning, developing, and implementing validations program support work/activities and daily operations and functions of the Validations Section and providing consultative services and technical assistance to program staff, the general public, agency staff and governmental agencies. Performs high volume validations, processing, and/or payments of claims for scratch ticket games and draw games in a Lottery Claim Center in accordance with established commission policies and procedures. Travels to conduct inspections and/or reviews at Lottery Retailer locations to monitor compliance with requirements, laws, regulations, policies, and procedures related to the validations program. Performs all duties and responsibilities in a manner that exemplifies the agency’s core values of integrity, responsibility, innovation, fiscal accountability, customer responsiveness, teamwork, and excellence. Works under general supervision with limited latitude for the use of initiative and independent judgment. Work is performed in a Lottery Claim Center located within a highly populated metropolitan area. Daily office activity is coordinated by the Metropolitan Player Support Coordinator. This position reports directly to a Field Claim Center Supervisor.

WHAT YOU WILL DO

In this unique and exciting position as part of the Lottery Operations Claim Center team, you will provide support invalidating and processing payments of claims for Lottery scratch ticket and draw game winners. You will also visit retail locations and/or other locations for business related purposes. If you love providing excellent customer service and team support, this job is for you.

Essential Job Functions

Provides support and collaborates in the planning, development, and implementation of validations program by: Performing high volume validations, processing, and/or payments of claims in a Lottery Claim Center in accordance with established commission policies and procedures.

Providing quality internal and external technical assistance to the public and program support work in person, email, and telephone by responding to inquiries and concerns on game rules and commission policies andprocedures.

Collecting funds and issuing receipts for payments received for Lottery retailers and logging payments in the Claims Tracking System to ensure timely processing to retailer’s accounts and fiscal accountability.

Promoting teamwork and working closely with co-workers, peers, and management to encourage an openatmosphere of positive teambuilding.

Performs an array of technical, training, research, planning, policy, program assessment, and administrative activities related to the validations program by: Interpreting and maintaining a thorough current knowledge of Commission and Lottery policies and procedures, rules and regulations.

Entering accurate information into databases, reading electronic mail messages daily and responding appropriately, and performing other general program support activities.

Researching information to solve customer service issues; trouble shooting tickets, claims, and technical problems.

Performing training related to the duties and responsibilities of the validations program.

Providing daily support to the Metropolitan Player Support Coordinator in the operation and functions of the Lottery Claim Center and may perform duties of the Metropolitan Player Support Coordinator in their absence.

Conducts inspections and/or reviews to determine compliance with requirements, laws, regulations, policies and procedures related to the validations program by: Traveling to conduct inspections of retailer locations for compliance with the Americans with Disabilities Act.

Performing all related activities within guidelines and is knowledgeable of applicable procedures.

Conducting media placement verifications; may include reviewing television, radio, billboard and other advertising components used to market lottery programs to the community.

Assists in the preparation of administrative reports, studies, and specialized projects by: Working with appropriate staff to timely prepare, review and submit reports/logs accurately, responding to inquiries as needed.

Maintaining proper office supply inventory and equipment and other necessary records as required.

Possibly participating in special duties, assignments, or projects as requested by management and effectively and efficiently completing assignments or projects by deadline.

Performs all duties and responsibilities in a manner that exemplifies the agency’s core values of integrity, responsibility, innovation, fiscal accountability, customer responsiveness, teamwork, and excellence.

Performs other related duties as assigned.

Required and Preferred Qualifications

• Graduation from an accredited four-year college or university is required. (Experience providing technical assistance to the public or program support work, in excess of the required one year, may substitute for college on a year-for-year basis.)
• One year experience providing technical assistance to the public or program support work to internal and/or external customers is required.
• Willingness to work occasional extra hours as needed or required. Work hours are 8 a.m. – 5 p.m. Mondaythrough Friday and occasional hours other than 8 a.m. – 5 p.m., including weekends, and holidays.
• Willingness to travel up to 50% of the time for job-related purposes is required. Most travel is completed within the service region of the office. Some travel may include overnight stays. Use of personal vehicle for workrelated travel is required in compliance with State and Agency travel rules and procedures.
• Current driver’s license is required.
• Must adhere to core values, guidelines, standards, rules, policies, and procedures is required.
• Experience with personal computers to include experience with Microsoft Word, Microsoft Excel, Microsoft Outlook or other email applications, multi-user databases, and the Internet is preferred.
• Experience in the validation, processing, and/or payment of claims is preferred.
• Cashier, teller, financial, or accounting experience is preferred.
• Experience involving field work is preferred.

Knowledge, Skills, and Abilities

• Knowledge of the Texas Lottery Act enabling legislation.
• Knowledge of local, state, and federal laws relating to the program area.
• Knowledge of public administration and management techniques.
• Knowledge of statistical analysis processes.
• Knowledge of program management processes and techniques.
• Knowledge of common office practices and procedures.
• Strong verbal communication and writing skills.
• Skill in the use of a personal computer, standard office equipment, and computer software.
• Ability to demonstrate excellent technical assistance to the public and program support work skills and maintain a pleasant and professional manner.
• Ability to understand, follow, and explain applicable lottery laws, rules, policies and procedures.
• Ability to interpret and apply Texas Lottery Commission and validation policies, procedures, and regulations.
• Ability to implement administrative procedures and to evaluate their effectiveness.
• Ability to gather, assemble, correlate and analyze facts in order to devise solutions to problems.
• Ability to work well in a team environment.
• Ability to communicate clearly and interact effectively with program staff, vendors and the general public.
• Ability to prepare correspondence, reports, and/or documents.
• Ability to respond to public inquiries in a timely manner.
• Ability to organize duties, follow instructions, and meet demanding deadlines.
• Ability to work well in stressful situations.
• Must have an aptitude for details.
• Ability to train others.

Physical and Mental Requirements

Must be able to sit or stand for extended periods of time, work under deadlines, and operate standard office equipment and computer software. Must be able to climb stairs, stoop, bend, read a tape measure, perform data entry, and type for extended periods of time. Must be able to lift boxes weighing up to 25 lbs.

Military Occupational Specialty Codes:

Veterans, Reservists, or Guardsmen with a MOS or additional duties or other related fields pertaining to the minimum experience requirements may meet the minimum qualifications for this position and are encouraged to apply.

SELECTIVE SERVICE REGISTRATION

In accordance with legislation effective September 1, 1999, male candidates aged 18 to 25 are required to show proof of selective service registration (or exemption) prior to an offer of employment. Such proof is not required to be filed with an application but must be provided upon request by the Human Resources office.

E-VERIFY

This employer participates in E-Verify and will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm workauthorization.

TDLR IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

TDLR IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

In compliance with the Americans with Disabilities Act (ADA), TDLR will provide reasonable accommodation. If you are scheduled for an interview and require reasonable accommodation in the interview process, please inform the hiring representative who calls you to schedule your interview. Whenever possible, please give the hiring representative sufficient time to consider and respond to your request.