Player Services Specialist

Player Services Specialist

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

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 Supervisor, Player Services, and work with Lottery players who are collecting prizes, including conducting winner interviews for use in Lottery marketing and media. You will also process prize claims and resolve problem claims while remaining alert for attempted fraud. You will collect debt setoffs for Dept. of Child Services and Dept. of Human Services and work with Security on 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 your work the Lottery's commitment to: responsible gambling; diversity, equity, and inclusion; a culture of safety
• Process walk-in and mail-in claims from players. Create celebratory winner experience with the players, writing winner stories, taking photos for use in marketing.
• Perform daily operations of the claim center. Daily claim and check balancing. Maintain terminals; ticket orders, cash balancing and daily reporting.
• Provide second level customer service via phone and email. Explain games rules and policies. Resolve customer issues, escalate to appropriate departments.
• Perform complex ticket resolutions when a ticket is discarded by a retailer, ticket needs reconstruction, or a video problem occurred.
• Perform complex payment and collection processes. This includes processing annuities and MUSL jackpots. Collect on retailer missed payments due to nonsufficient funds.
• Maintain confidential information.
• Maintain department archiving and record retention requirements.
• Help train new team members.
• Wear and display lottery branded attire during work hours to visibly support the lottery.

You Have:

Minimum Qualifications

• Associate's Degree and three (3) years of experience in high-volume customer service handling escalated or complex customer problems; OR
• Five (5) years of experience in in high-volume customer service handling escalated or complex customer problems.

As an employee, you will enjoy:

Work/life balance

• Vacation Leave: 10 hours per month, with increased accruals every 5 years
• Sick Leave: 8 hours per month
• Personal Business Leave: 24 hours per year
• 11 Holidays per year
• Telework and flexible schedules for eligible positions

Benefits

• Comprehensive medical, dental, vision, and prescription benefits with low monthly premiums
• Life insurance, short-term and long-term disability, accidental death, long-term care, and pre-tax flexible spending accounts
• Public Employees Retirement System (PERS) - retirement program includes defined benefit (pension) and defined contribution (retirement savings)
• Oregon Savings Growth Plan 457(b) deferred compensation plan that provides additional savings for retirement; post tax, pre-tax options available