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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00095935 |
Description Activated On: 5/27/2026 2:14:33 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 complex clerical support and customer service related to the Claims, Licensing, and Instant Accounting units in the Retailer Services Division (Lottery Call Center) of the Pennsylvania State Lottery. |
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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 variety of phone calls and emails regarding various PA Lottery issues and processes. Independently resolves issues and provides information and solutions to assist callers. Conducts and assists in training new employees on procedures and customer service. Adjusts scratch-off ticket pack status using GMS as requested by retailer, District Sales Representative (DSR), or other Retail Operations staff when adjustments are unable to be made in the field. Utilizes independent judgement to determine proper pack movement if pack is not in appropriate status. Gives retailer credit for partial packs of scratch-off tickets through GMS as requested by retailer, DSR or other Retail Operations staff. Communicates with retailers who have received extra tickets by comparing tickets received with invoice and moving tickets as necessary in GMS. Communicates with retailers who have not received their scratch off ticket shipment or part of their shipment, reviews information in GMS for receipt of the tickets in other locations. Determines next steps and appropriate action to be taken. Determine when the Proof of Loss process should be used by a retailer or DSR for scratch-off tickets missing from a retail location or DSR inventory. Prepares proof-of-loss form by entering appropriate data into template. Blocks appropriate scratch-off tickets if tickets are reported stolen. Determines appropriate ticket range to block if retailer does not have correct inventory documented. Corresponds with retailer for further information and prepares stolen ticket report; contacts DSR and/or area office, if necessary. Processes scratch-off ticket adjustments by reviewing the form and documents/tickets submitted by retailer. Make determination if retailer should receive the requested credit (full or partial credit). Reviews and processes scratch-off tickets and packs that are not able to be returned via the normal workflow return process by the vendor due to retailer errors. Independently determines appropriate action to be taken. Generate a Scratch Off Inventory Report for End of Game Accounting. Review and analyze report for retailer liabilities. Review the Inventory Report to determine what Scratch Off packs of a specific game have not been returned or closed out to hold retailers liable for. Research each individual pack in the Backoffice system and review pack history. Using independent judgement, determine if retailer should be held liable for the scratch off tickets. Once packs have been identified for collection, generate a proof of loss form and mail to appropriate retailers along with prepared memorandum. Forwards retailers with new ticket allocations and deactivated retailers to appropriate staff based on information received from the DSR or other Retailer Operations staff. Processes deactivated retailer accounts relating to money owed to the retailer or money owed by retailer to the PA Lottery in regard to scratch-off ticket inventory. Determines appropriate course of action for each scenario, completes mathematical calculations and corresponds with the retailer, DSR and area office, as necessary. 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. Enters low-tier claims into the Lottery back-office computer system. Prepare Claims letters of correspondence to be mailed to players for non-winning, already paid, free and expired tickets that are received. 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. Scans or manually enters lottery ticket numbers into Lottery gaming system to if they are a winning ticket. Reviews damaged tickets received. Sends letter for severely damaged tickets. Consults supervisor for tickets that could be reconstructed. Logs accordingly. Provides PA Lottery/claim information with claimants in lobby. Contacts retailers by phone to gather information that may be missing from a license renewal application. Scan licensing letters to area offices and other correspondences to Scientific Games and to area offices. Assist the Licensing Unit by scanning application documents (e.g., bonds, equipment request forms, etc.) Prepare licensing correspondence for mailing by folding and placing the correspondence into window envelopes, ensuring that the recipient address shows through the window, and then sealing the envelopes. Open mail when needed to deal with the volume of incoming mail. Files all notes and correspondence in appropriate retailer file. 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. Performs other related duties as required. |
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. Independently assists players, retailers and PA Lottery staff to determine the most appropriate response to phone and email inquiries. Determines when to contact retailer/DSR regarding unaccounted scratch-off ticket packs. Determines appropriate scratch-off ticket ranges to block if tickets are reported stolen. Determines completeness and accuracy of instant accounting forms. Determines when to bring damaged tickets to supervisor’s attention. Determine when a Proof of Loss should be submitted by retailer or DLR. Determines when to escalate 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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