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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00074515 |
Description Activated On: 1/20/2026 3:20:45 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. Provides clerical and customer service support to the claims division of the PA Lottery Department. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Receives and responds to a wide variety of phone calls and emails regarding PA Lottery claims and games. References prescribed guidelines and manuals to resolve various issues and provide information and solutions to assist customers. Proofreads claim forms and reviews tickets; enters approved claims into the lottery back-office system. Verifies required information is included on claim. When necessary, sends forms to claimants to obtain missing information for claims. Enters field-paid claim forms into the lottery back-office system. Proofreads the entered field-paid claim forms against daily computer printouts (Retailer Paid Claims Report), notes corrections and corrects errors in the lottery back-office system. Reviews damaged tickets received. Sends letter for severely damaged tickets. Consults supervisor for tickets that could be reconstructed. Logs accordingly. Composes non-winning, expired ticket, and already paid ticket letters to claimants. Composes out of state ticket form letters to be sent to claimants who send tickets that were purchased outside of PA. Composes W-9 form letter to be sent to claimants who did not provide a social security number on the claim form. Distributes claim for processing when response and appropriate information is received. Processes free ticket claims by generating a form letter for supervisor’s review, then mailing the letter and ticket. Assists retailers with claim form completion. Provides clarity for retailers of when they should or should not pay a claim by reviewing in lottery back-office system and Claims Manual. Assists retailers with questions concerning Past Due Claims Letters. References Claims Manual and computer system to determine resolution. Compares retailer field-paid claims against daily pay report to determine if retailer processed claim correctly. Communicates with retailer to resolve these issues as well as when the winning ticket is not attached to the claim form. Forwards completed review sheets to Team Lead for entry approval. Enters accordingly after approval. Generates and verifies accuracy of retailer bonus pay lists. Maintains log of retailer bonus payments. Maintains ID verification information in the lottery back-office system. Updates/corrects information as needed. Processes returned checks. Logs certified mailings on spreadsheet. Prints and reviews weekly paylists for all paid claims. Verifies accuracy of claims and prize amounts. Forwards completed paylists to supervisor. Files accordingly. Assists claimants via telephone with completion of forms. Scans or manually enters bar code numbers from instant tickets to check if they are a winning ticket. Scans online tickets to check if they are a winning ticket. Initiates intercept checks when processing high tier ticket claims (over $2500). and enters withholding information into lottery back-office system. Performs other related duties as required. Demonstrate a commitment to the service-oriented culture of the Department. Apply Lean thinking in day-to-day tasks. Be mindful of internal controls and risk management when changes are made to a process. Treats others equitably and adheres to diversity and inclusion program requirements in the workplace. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Determines number of pay lists to print based on prize amounts. Determines when to bring damaged tickets to supervisor’s attention. Determines when to escalate security issues to supervisor. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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