OPS CLAIMS PROCESSING CLERK - 36999943

Requisition No: 832088 

Agency: Department of Lottery

Working Title: OPS CLAIMS PROCESSING CLERK - 36999943

 Pay Plan: Temp

Position Number: 36999943 

Salary:  $17.00 per hour 

Posting Closing Date: 07/09/2024 

Total Compensation Estimator Tool

OPS - CLAIMS PROCESSING CLERK

FLORIDA DEPARTMENT OF THE LOTTERY – DIVISION OF CLAIMS PROCESSING

OPS (Full-Time): 40 hours per week, $17.00 per hour

*Open Competitive Opportunity*

GENERAL POSITION DESCRIPTION:

This is a professional position requiring the use of independent judgment, performing analytical, customer service, and accounting functions, interpreting, and maintaining a wide variety of complex accounting, prize validation and prize payment records. Under the general supervision of a supervisor, the incumbent assigned to this position is responsible for carrying out the duties described below for Claims Processing, in accordance with established policies and procedures.

ESSENTIAL DUTIES:

• Each employee is expected to be knowledgeable of the Lottery’s Responsible Gaming program, including the No Underage Play and Play Within Your Means messaging, and will ensure retailers and players are aware of the program and provided information, as necessary.

• Analyze, validate, and pay claims and/or tickets submitted to Lottery Headquarters, utilizing a proprietary prize payment software system.
• Review and process claims/tickets presented for payment ensuring compliance with established prize payment rules, policies, and procedures.
• Review claim documentation for all required elements of eligibility and IRS tax reporting information ensuring the correct amount paid, withheld, remitted, and reported correctly.
• Prepare any required reconciliations that are necessary to ensure that prize payment activities balance and are in compliance with established prize payment rules, policies, and procedures.
• Prepare and maintain prize payment claim files.
• Answer phone calls from players and utlizing customer service skills, provide positive customer experience. 
• Provide support to Internal and External customers.
• Assist District staff in resolving issues arising during the payment process, which may include receiving copies of documentation, verifying amounts and/or printing checks. 
• Conduct all Lottery business in a professional manner with emphasis being placed on winner convenience and satisfaction.  Performance of these tasks will require incumbent to exercise analytical skills and professional judgment.
• Initiate correspondence when necessary to commiunicate issues effectively with customers to provide a timely resolution of processing problems.
• Cross-train with other teams within Claims Processing.
• Review, analyze and follow-up on pending claims, initiating management reviews as deemed necessary.

• Assist with the processing of IRS Form 5754, confirming the player has all documents to proceed.

• Initiate correspondence when necessary to communicate when a player cannot be paid due to the ticket being expired, previously paid, a non-winner, or too damaged to validate.
• Prepares pinless validation for damaged tickets sent to headquarters.
• Creates the Player Ad form to change to owner of a validated ticket.
• Generates correspondence to Games Administration when a book is not active.

• Research and resolve checks returned as undeliverable by the postal service.
• Perform functions necessary to process scratch off and online winners.
• Create, maintain, modify, and manage computer data files using a variety of software applications.
• As directed, participate in unit sub-groups designed in improve processes, find efficiencies, and increase overall performance.
• Attendance is an essential function of this position.

KNOWLEDGE, SKILLS, AND ABILITIES:                                      

• Knowledge of customer service techniques
• Knowledge of office procedures and practices
• Knowledge of Word, Excel, Outlook
• Knowledge and understanding of the Prompt Payment Law, Section 215-422, Florida Statutes
• Ability to prepare and maintain a variety of records.
• Ability to plan, organize and coordinate work assignments.
• Ability to analyze, research, report and interpret data.
• Ability to read and interpret procedures and technical manuals.
• Ability to manage information of a confidential or proprietary nature
• Ability to provide effective written and verbal business communications
• Ability to effectively utilize internal integrated office equipment and automated systems
• Ability to work independently, and to solve problems and make decisions.

PREFERENCES:

• A high school diploma or its equivalent, and at least one year of related business or customer service experience
• Applicants with beginner to intermediate level skills using Microsoft Office products such as Word, Excel, and Outlook.

MINIMUM AGENCY-WIDE REQUIREMENTS:

Successful passing of a criminal background check (state, local, and national) is required.

A high school diploma or equivalent (GED).

Maintains strict confidentiality of information learned while working with the Florida Lottery, whether learned through assigned duties or through working with other units.  The types of confidential information may include, but are not limited to, payroll information, budget matters, policy decisions, tax matters, employee disciplinary issues, and other personnel data.

Statutes establishing or defining work performed

Chapter 24, Florida Statutes

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.