Regional Claims & Office Manager

NC Lottery; Asheville (NC); On-site; USD 56,000 - 75,000; Full time

Job summary

The North Carolina Education Lottery is seeking an Office Manager for the Asheville region to lead a team of Claims Analysts, coordinate prize payout processes, and work with retailers, vendors, and internal teams to keep operations flowing smoothly.

This exempt role requires a Bachelor's degree (preferred) and at least 2 years of supervisory or operational experience, with strong cash handling and communication skills to support a fast-paced environment.

Qualifications

• Bachelor's degree preferred and minimum 2 years of supervisory or operational experience.
• Strong cash handling, balancing and reconciliation.
• Excellent oral and written communication skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

Responsibilities

• 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.

Skills

Leadership

Communication

Customer relations

Discretion

Team coaching

Education

Bachelor's degree preferred

Tools

Microsoft Office Suite

OnBase

Job description

The North Carolina Education Lottery is seeking an Office Manager for the Asheville region to lead a team of Claims Analysts, coordinate prize payout processes, and work with retailers, vendors, and internal teams to keep operations flowing smoothly.

This exempt role requires a Bachelor's degree (preferred) and at least 2 years of supervisory or operational experience, with strong cash handling and communication skills to support a fast-paced environment.