Responsible for processing instant ticket and on-line claims. Responsible for processing all Sales Representative's SR90s submitted to Lottery Headquarters. Responds to phone inquiries from agents, customers and other Lottery departments concerning all claims and validations. Maintains Claims and Validations files. Answer telephone inquiries by customers and agents.
Open all Claims and Validations mail, time stamp and sort for distribution.
Record, process and maintain claims submitted from receipts to completion.
Enter claims into database, verify customer information through the use of social security verification if necessary.
Scan Instant Tickets submitted for payment at terminal, separating them by status.
Review all claims for appropriate documentation and approval.
Have checks written for those tickets that can be paid through the MPS system.
Research all claims sent in using G-Ware, Experian, and Lottery Host system.
Researches previously cashed tickets and inform claimants of findings by letter.
Respond to daily phone calls by claimants on status of their claims.
Inform claimants of expired tickets that their claim has been denied.
Forward replacement tickets to claimants that have submitted defective tickets.
Forward to Compliance Department instant tickets identified as lost or stolen tickets.
Forward to Legal Department all altered tickets and supportive documentation
Inform claimants of tickets that are not winners.
Responsible for the processing of all Sales Representatives SR90s submitted and any necessary research.
Request reconstructions for defective or mutilated or misprinted tickets submitted through either In House submission (G-Ware request) or Instant ticket manufacturer requests.
Notify claimants of non-readable tickets as well as additional information needed.
Answer Sales Agent inquiries.
Perform other related duties as assigned.
Experience working in customer service
KNOWLEDGE AND SKILLS:
General knowledge of all Lottery games is necessary.
Excellent customer service and communication skills.
Ability to prioritize, multitask and work independently.
Ability to be diplomatic in stressful situations.
Problem solving skills.
Proficient with computers; standard Microsoft programs (i.e. MS Word, Excel, Outlook) and web browsers.
Must possess a courteous and professional manner.
Must be able to work well with others across interdepartmental lines.
Ability to apply knowledge of Lottery regulations and policies to ensure fairness in their application.
Ability to establish effective working relationships with a diverse customer base.
State Of Massachusetts