Claims Center Manager

OVERVIEW

The purpose of the Claims Center Manager position is to oversee the daily operations of the South Carolina Education Lottery’s Claims Center. This position supervises all staff assigned to the Claims Center and leads by example for providing excellent customer service to players (and the general public) who are visiting to redeem winning tickets, or who may have general inquiries about the Lottery. Employment with the SC Education Lottery is at-will, and is not covered by the State Employee Grievance Procedures Act.

RESPONSIBILITES

• Leads the team of Claims staff by providing customer service to the public and other stakeholders who visit the Claims Center; validates and processes winning tickets for payment to players and educates players on how to play online and instant games.
• Coordinates, supervises and supports the Claims staff by opening, validating, logging and processing incoming mail.
• Supervises and assists with the disbursement of prizes; both in-person and via US Mail.
• Supervises and assists Retailers with damaged ticket validation, for payment.
• Assists with special projects and programs (i.e. Rewards, Winner Awareness, Records Retention, Damaged Ticket Reconstruction, etc.)
• Orders and maintains supplies needed to operate the Claims Center.
• Provides training to all staff on Claims Center procedures, and ensures employees adhere to all SCEL policies and procedures.
• Communicates Claims Center activities with the SCEL Management team and serves as the liaison between the Claims Center and other departments for collaboration and coordination.
• Performs any other duties, as assigned.

QUALIFICATIONS

A Bachelor’s degree in Business, or other related field of study, with at least 3 years of relevant work experience. Prior management experience and/or management training is strongly preferred.

ABILITES

The Claims Center Manager must have the ability to: (1) Lead and motivate a team in a customer-focused environment; (2) Comprehend, follow and enforce SCEL claims procedures; (3) Analyze operational workflows and implement process improvements to enhance efficiency and accuracy; (4) Handle sensitive and confidential information with discretion and sound judgment; (5) Communicate clearly and professionally, both verbally and in writing, with internal staff, lottery players, the general public, and with the SCEL leadership team; (6) Resolve escalated customer service issues and make informed decisions in compliance with SCEL policy; (7) Use data and reporting tools to monitor Claims activity, identify trends and support risk-management controls; (8) Train staff on claims processing procedures, security measures for fraud detection and customer service standards; and (9) Use standard office software and claims management systems; learn new platforms, as required.