Claims Center Manager at South Carolina Education Lottery

Columbia, South Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

01 Feb, 26

Salary

0.0

Posted On

03 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Leadership, Claims Processing, Operational Workflow Analysis, Training, Communication, Problem Solving, Data Analysis, Fraud Detection, Policy Enforcement, Confidentiality, Process Improvement, Collaboration, Logistics Management, Supply Management, Project Management

Industry

Description

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. M-F; 8:30AM - 5PM

Responsibilities

The Claims Center Manager oversees daily operations of the Claims Center, supervising staff and ensuring excellent customer service. Responsibilities include processing winning tickets, managing prize disbursement, and coordinating with other departments.