Player Services Specialist

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.

Responsibilities

• 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 escalate 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.

Requirements

• 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.

Schedule

Monday through Friday, 8:15 AM to 4:45 PM.