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OAL Claims Center Manager
The Office of Arkansas Lottery (OAL) Claims Center Manager is responsible for overseeing and managing the daily operations of the Claims Center for the Arkansas Scholarship Lottery. This role ensures that lottery winners' claims are processed efficiently, accurately, and in compliance with state regulations. The OAL Claims Center Manager will provide leadership to a team, establish workflow protocols, oversee the verification process for winners, and ensure a high level of customer service for claimants.
Class Code:
LLO07P
Job Grade:
SGS10
Special Job Requirements:
Typical Functions:
Oversee the timely and accurate processing of lottery prize claims submitted by winners, ensuring compliance with Arkansas Lottery policies and procedures. Manage the verification process for winners, including validating ticket information, confirming the identity of claimants, and processing all claims according to legal and operational standards. Ensure that prize payouts are made accurately and efficiently, maintaining complete transparency throughout the claims process. Handle complex or escalated claims that require special attention or review, ensuring thorough and fair resolution. Supervise and manage a team of claims center staff, providing guidance, training, and performance evaluations to ensure optimal productivity and customer service standards. Collaborate with the legal team to ensure all policies are in line with state and federal laws and that the claims process adheres to the highest levels of integrity and compliance. Review and assess claims processes regularly, recommending and implementing improvements where necessary to enhance operational effectiveness. Oversee the accurate tracking of all claims-related data, ensuring that documentation is properly maintained and updated in compliance with state regulations.
Knowledge, Abilities, and Skills:
Excellent decision-making skills and the ability to handle complex situations with professionalism and tact. Exceptional interpersonal skills with the ability to build rapport and foster positive relationships with customers (lottery claimants). Strong problem-solving skills, with a focus on resolving complaints or issues quickly and efficiently. High attention to detail to ensure the accuracy and completeness of claims documentation and prize payouts. Ability to oversee and manage complex data, ensuring compliance with state regulations. Strong reporting skills, with the ability to present findings to senior management and recommend improvements to claims processes.
Minimum Qualifications:
A Bachelor’s degree in business administration, public administration, finance, or a related field, plus 2 (two) years of experience in claims management, customer service, or operational management are required. Satisfaction of the minimum qualifications, including years of experience and service, does not entitle employees to automatic progression within the job series. Promotion to the next classification level is at the discretion of the department and the Office of Personnel Management, taking into consideration the employee’s demonstrated skills, competencies, performance, workload responsibilities, and organizational needs.
Required Certificates:
N/A OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.
Exempt:
E