Player Services Specialist

Oregon Lottery; Wilsonville (OR); On-site; USD 42,000 - 56,000; Full time

Job summary

Oregon Lottery in Wilsonville, OR, is seeking a Player Services Specialist to join the team on site from 8:15 AM to 4:45 PM, Monday through Friday. The role focuses on providing exceptional customer service to Lottery players, processing prize claims, and addressing claim issues with a strong emphasis on accuracy and integrity.

You will conduct winner interviews for marketing use, create winner stories, and coordinate with Security on complex payment or ticket issues, while supporting onboarding

Qualifications

• Education and experience requirements for handling escalated or complex customer problems.

Responsibilities

• Provide high-level customer service to Lottery players regarding prizes and claims.
• Conduct winner interviews for marketing use and write winner stories.
• Process prize claims and resolve claim issues.
• Perform daily claim center operations including balancing and reporting.
• Provide second-level customer service by phone and email; explain rules and policies.
• Handle complex ticket resolutions and payment/collection processes.
• Assist with onboarding and training of new team members.

Education

Associate's Degree or equivalent customer service experience

Job description

Do you enjoy celebrating winners? Do you have experience providing customer-centric service? We are looking for one (1) Player Services Specialist to join the team on site at our Wilsonville, OR location Monday through Friday, 8:15 AM to 4:45 PM.

About Oregon Lottery

Did you know that the Oregon Lottery is a leader in the gaming industry, and an important contributor of revenue for Oregon's schools, economic development, state parks, watershed restoration, veteran's programs, and outdoor schools? Our impact begins with our workforce; come join our team to be part of the impact.

About the Role

You will report to the Manager, Player Services and perform routine work within a specific functional area that requires specialized knowledge. You will provide high-level customer service to Lottery players regarding prizes, including conducting winner interviews for Lottery marketing and media use. You will also process prize claims, resolve claim issues, and remain alert to potential fraud. Additionally, you will collect debt setoffs for the Department of Child Services and the Department of Human Services. You will work closely with Security to address complex payment and ticket issues.

You Will:

• Apply Lottery Management Core Values and Expectations in performing daily activities. Ensure conduct embodies the principles of fairness, integrity, security, and honesty. Support and integrate into their work the Lottery’s commitment to: Responsible Gambling, DEI, and a Culture of Safety
• Process and approve claims for payment. Create a celebratory winner experience for players, including writing winner stories and taking photos for marketing use.
• Perform daily claim center operations, including claim and check balancing. Maintain terminals, manage ticket orders, and complete daily reporting.
• Provide second-level customer service by phone and email. Explain game rules, policies, and processes. Research and resolve customer issues and escalates concerns to appropriate departments as needed.
• Perform complex ticket resolutions, including cases involving discarded retailer tickets, ticket reconstruction, or video-related issues.
• Perform complex payment and collection processes, including processing annuities and MUSL jackpots.
• Maintain department archives and records retention requirements. Assist with onboarding and training new team members

You Have:

MINIMUM QUALIFICATIONS

Education and Experience

• Associate's Degree and two (2) years of experience in high-volume customer service, handling escalated or complex customer problems; OR
• Four (4) years of experience in high-volume customer service, handling escalated or complex customer problems.