Clerical Assistant 3

The Clerical Assistant 3 role provides essential support for the PA State Lottery Call Center’s Retailer Services Division, specifically within the Claims, Licensing, and Instant Accounting units. This position operates in an energetic environment focused on problem-solving and teamwork to maintain critical Lottery services. Your work will ensure accountability and effective support for retailers and players.

Responsibilities

• Customer Assistance: Respond to phone calls and emails from Lottery players, retailers, and staff; resolve questions; and provide clear guidance.
• Ticket Issue Resolution: Communicate with retailers about scratch-off ticket pack status issues; request and review documentation and forms; enter data and adjust records to ensure accurate inventory tracking and invoicing.
• Report Analysis: Generate and review reports for end-of-game accounting, identify outstanding scratch-off ticket packs, and determine retailer liability for missing or damaged tickets.
• Account Deactivation: Calculate money owed by or to a deactivated retailer for scratch-off ticket inventory; correspond with the retailer, sales, and accounting teams as needed.
• Claim Review: Enter and proofread field-paid claim forms data, correct errors, and prepare correspondence to be mailed to players.
• Licensing Support: Scan retailer application documents, prepare correspondence, and call retailers to gather missing information.

Requirements

• One year as a Clerical Assistant 2 (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration); or
• One year of moderately complex clerical experience; or
• An equivalent combination of experience and training.

You must be able to perform essential job functions.

Preferred Qualifications

• Call center experience
• Customer service experience

Schedule

Full-time employment, Monday through Friday, 8:00 AM to 4:00 PM, with a 30-minute lunch. This position does not offer telework options.