Job Description
ABOUT THE TEXAS LOTTERY COMMISSION
Our Mission Statement: The Texas Lottery is committed to generating revenue for the State of Texas through the responsible management and sale of entertaining lottery products. The Texas Lottery will incorporate the highest standard of security, integrity, and responsible gaming principles, set and achieve challenging goals, provide quality customer service and utilize a team approach.
Texas Lottery Commission is a great place to work!
Our headquarters is located on the new Texas Capital Mall in the George H.W. Bush Building directly across from the Bob Bullock Museum and across from the University of Texas. We have multiple field offices across the state. We provide free parking for all our employees.
We offer competitive compensation, including an upcoming 5% salary increase for all employees which will take effect September 1, 2024; merit increases for outstanding performance; longevity payments after two years; generous paid leave; health insurance; dental and vision insurance; numerous state and federal holidays; tuition assistance; state employee discounts; 401(k) and 457 and a cash balance pension for employees entering state service after September 1, 2022.
WHAT YOU WILL DO
In this unique and exciting position as part of the Lottery Operations Claim Center team, you will travel up to 50% of the time to various claim centers throughout the state providing support in validating and processing payments of claims for Lottery scratch ticket and draw game winners. You will also visit retail locations and/or other locations for business related purposes. If you love providing excellent customer service and team support, this job is for you.
Job Summary:
Performs complex (journey-level) consultative services and technical assistance work. Work involves planning, developing, and implementing validations program support work/activities and daily operations and functions of the Validations Section and providing consultative services and technical assistance to program staff, the general public, agency staff and governmental agencies. Performs high volume validations, processing, and/or payments of claims for scratch ticket games and draw games in a Lottery Claim Center in accordance with established commission policies and procedures. Works with other Divisions of the Commission on certain top-level prize winners/Jackpots. Travels to provide support to other claim centers throughout the state, and conducts inspections and other field assignments at Lottery Retailer locations to monitor compliance with requirements, laws, regulations, policies, and procedures related to the validations program. Performs all duties and responsibilities in a manner that exemplifies the agency's core values of integrity, responsibility, innovation, fiscal accountability, customer responsiveness, teamwork, and excellence. Works under general supervision with moderate latitude for the use of initiative and independent judgment. Work is performed in a Lottery Claim Center located within a highly populated area. Daily office activity is coordinated by the Validations Coordinator. This position reports directly to the Validations Supervisor.
Qualifications:
•Graduation from an accredited four-year college or university is required. (Experience providing technical assistance to the public or program support work, in excess of the required two years, may substitute for college on a year-for-year basis.)
•Two years experience providing technical assistance to the public or program support work to internal and/or external customers is required.
•Willingness to work occasional irregular hours, such as hours other than 8 a.m. - 5 p.m., weekends, and holidays as needed or required.
•Must be willing to travel up to 50% of the time for job-related purposes. Most travel is to other lottery claim centers within the state of Texas. Other travel may be within the service region of the office. Travel may include overnight stays. Use of personal vehicle for work related travel is required in compliance with State and Agency travel rules and procedures. Some travel may also be via airplane or rental car.
•Must have a current driver's license.
•Experience with personal computers to include experience with Microsoft Word, Microsoft Excel, Microsoft Outlook or other email applications, multi-user databases, and the Internet is preferred.
•Experience in the validation, processing, and/or payment of claims is preferred.
•Experience involving field work is preferred.
Travel Requirements:
•Employees will be required to apply for a state issued travel credit card.
•Employees who are not approved for a state issued credit card will be able to direct bill to the agency rental vehicles and airfare.Employees will be required to pay for lodging upfront and then later be reimbursed at the appropriate state rate.
•Employees shall ensure that each travel arrangement is the most cost-effective considering all relevant circumstances.
•Employees will be reimbursed for travel expenses in accordance with state travel guidelines.
Knowledge, Skills, and Abilities:
•Knowledge of the Texas Lottery Act enabling legislation.
•Knowledge of local, state, and federal laws relating to the program area.
•Knowledge of public administration and management techniques.
•Knowledge of statistical analysis processes.
•Knowledge of program management processes and techniques.
•Knowledge of common office practices and procedures.
•Strong verbal communication and writing skills.
•Skill in the use of a personal computer, standard office equipment, and computer software.
•Ability to demonstrate excellent technical assistance to the public and program support work skills and maintain a pleasant and professional manner.
•Ability to understand, follow, and explain applicable lottery laws, rules, policies and procedures.
•Ability to interpret and apply Texas Lottery Commission and validation policies, procedures, and regulations.
•Ability to implement administrative procedures and to evaluate their effectiveness.
•Ability to gather, assemble, correlate, and analyze facts in order to devise solutions to problems.
•Ability to work well in a team environment.
•Ability to communicate clearly and interact effectively with program staff, vendors, and the general public.
•Ability to prepare correspondence, reports, and/or documents.
•Ability to respond to public inquiries in a timely manner.
•Ability to organize duties, follow instructions, and meet demanding deadlines.
•Ability to work well in stressful situations.
•Must have an aptitude for details.
•Ability to train others.
Physical and Mental Requirements:
•Must be able to sit or stand for extended periods of time, work under deadlines, and operate standard office equipment and computer software.
•Must be able to climb stairs, stoop, bend, read a tape measure, perform data entry, and type for extended periods of time.
•Must be able to travel via airplane, rental car and drive via personal vehicle throughout the State for job-related purposes.
•Must be able to lift file boxes weighing up to 25 lbs.
Essential Job Functions:
Collaborates in the planning, development, and implementation of validations program by:
•Performing and overseeing high volume validations, processing, and/or payments of claims in a Lottery Claim Centers in accordance with established commission policies and procedures, including, but not limited to working with other Divisions of the Commission on certain top-level prize winners/Jackpots and coordinating with other state agencies on verifying state holds.
•Providing quality internal and external technical assistance to the public and program support work in person, email, and telephone by responding to inquiries and concerns on game rules and commission policies and procedures.
•Collecting funds and issuing receipts for payments received for Lottery and Charitable Bingo. Logging payments in the Claims Tracking System to ensure timely processing to retailer's accounts and fiscal accountability. Delivering payments to mail room at pre-scheduled times to ensure timely processing of all payments.
•Promoting teamwork and working closely with co-workers, peers, and management to encourage an open atmosphere of positive teambuilding.
Performs an array of technical, training, research, planning, policy, program assessment, and administrative activities related to the validations program by:
•Interpreting and maintaining a thorough current knowledge of Commission and Lottery policies and procedures, rules and regulations.
•Advising, instructing, troubleshooting, and providing guidance to staff and handling the complex claim and technical program concerns.
•Entering accurate information into databases, processing letters and correspondence to customers, reading electronic mail messages daily and responding appropriately, and performing other general program support activities.
•Assisting with the review of program operations to identify areas in need of change and offering suggestions for improvements or upgrades.
•Possibly maintaining the Gemini daily, ensuring ticket inventory is up to date and accurate. Reconciling weekly amounts from the Gemini ensuring money is accounted for and balanced with printed reports.
•Performing training related to the duties and responsibilities of the validations program.
Monitors compliance with requirements, laws, regulations, policies, and procedures related to the validations program by:
•Conducting inspections of retailer locations for compliance with the Americans with Disabilities Act. Performing all related activities within guidelines and is knowledgeable of applicable procedures.
•Conducting media placement verifications; may include reviewing television, radio, billboard, and other advertising components used to market lottery programs to the community.
•Possibly coordinating with Legal and the Administration Divisions on proper records retention which includes purging of claim records and responding to open records requests.
•Coordinating with the Security Division on research of damaged, altered, and stolen tickets (i.e., Tickets that are in invalid pack status, previously paid, misprinted, or have altered signature issues) and reviews damaged tickets resulting from vendor or retailer negligence to determine possible refunds of ticket price to players and processes refunds through the Office of the Controller.
Assists in the collection, organization, analysis, and preparation of administrative reports, studies, and specialized projects by:
•Working with appropriate staff to timely prepare, review and submit reports/logs accurately, responding to inquiries as needed.
•Working closely with Enforcement and Mail Room staff to collect and report cash and live ticket returns received from the Enforcement Division resulting from completed Enforcement investigations.
•Maintaining proper office supply inventory and equipment and other necessary records as required.
•Possibly participating in special duties, assignments, or projects as requested by management and effectively and efficiently completing assignments or projects by deadline.
Travels in accordance with State of Texas Travel Guidelines for job related purposes such as:
•Working in other claim centers throughout the state to provide support when needed and as assigned.
•Visting retail locations and/or other locations for business related purposes.
•Traveling by airplane, rental car, or personal vehicle.
•Submitting all travel documents (memos and vouchers) accurately and timely according to agency and state travel requirements.
Performs all duties and responsibilities in a manner that exemplifies the agency's core values of integrity, responsibility, innovation, fiscal accountability, customer responsiveness, teamwork, and excellence.
Performs other related duties as assigned.
The Texas Lottery Commission is an Equal Opportunity Employer
APPLICATION PROCESS
Applications must be completed online through CAPPS Recruit by 11:59 p.m. on the posting's closing date. When a job opening is posted Open Until Filled, it is best to apply as quickly as possible, as the posting may close or be placed on hold at any time with or without prior notification.
All applicants must submit a thoroughly completed on-line application through CAPPS Recruit, answering all applicable questions, whether starred with an asterisk or not.Applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed.If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.
Instructions for completing the on-line State of Texas Application for Employment can be found here:
https://www.texaslottery.com/export/sites/lottery/About_Us/Employment_Opportunities/how_to_apply.html
Please be aware that additional information or documents will not be accepted for purposes of determining eligibility after the closing date.
Applications will NOT be accepted via mail, hand delivery, fax or email.
Qualified applicants selected for interviews will be contacted by the agency. If you are scheduled for an interview and require any reasonable accommodation in the interview process, please inform the hiring representative who calls you to schedule your interview. Whenever possible, please give the hiring representative sufficient time to consider and respond to your request.
All candidates recommended for a position will be subject to an extensive criminal background investigation, including fingerprinting. The State Lottery Act contains provisions that set out causes for rejection if applicable. All positions are employment at will.
Inquiries regarding the status of an application will be answered as time and agency resources allow.
RELATED MILITARY OCCUPATIONAL SPECIALTY CODES
Veterans, Reservists, or Guardsmen with a MOS or additional duties or other related fields pertaining to the minimum experience requirements may meet the minimum qualifications for this position and are encouraged to apply.
Additional Military Crosswalk information can be accessed at:
https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_ProgramManagement.pdf
SELECTIVE SERVICE REGISTRATION
In accordance with legislation effective September 1, 1999, male candidates aged 18 to 25 are required to show proof of selective service registration (or exemption) prior to an offer of employment. Such proof is not required to be filed with an application but must be provided upon request by the Human Resources office.
E-VERIFY
This employer participates in E-Verify and will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.