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OAL Collections Specialist

The Office of Arkansas Lottery (OAL) Collections Specialist is responsible for managing and overseeing the collection of outstanding debts and balances related to Arkansas Lottery transactions, including unpaid ticket claims, prize overpayments, and any other financial discrepancies. The role involves direct interaction with lottery players, internal teams, and external entities to resolve collection matters in a timely, efficient, and customer-friendly manner. The (OAL) Collections Specialist ensures that all collection activities comply with relevant state laws, regulations, and Arkansas Lottery policies.

Class Code:

LLO08P

Job Grade:

SGS08

Special Job Requirements:

Typical Functions:

Identify and manage overdue accounts, including unpaid ticket claims, prize overpayments, and other outstanding balances associated with Arkansas Lottery transactions. Contact individuals or businesses with outstanding debts through calls, emails, and formal written notices, working to resolve payment issues. Establish and negotiate payment plans with debtors while ensuring compliance with state regulations and Arkansas Lottery policies. Monitor and track collection accounts to ensure that all payments are processed accurately and timely. Maintain detailed records of collection efforts, including communications, payment agreements, and account status updates. Provide excellent customer service when interacting with lottery players, answering questions related to their outstanding balances, payment options, and debt resolution. Respond to inquiries regarding collections, payment arrangements, and account statuses in a professional and courteous manner. Process payments from individuals or organizations in accordance with Arkansas Lottery guidelines. Verify and reconcile payments against the accounts to ensure accurate records and balance maintenance. Prepare and submit reports on collection efforts, outstanding balances, and recovery statistics to senior management. Maintain accurate records of all transactions and communications with debtors to ensure full transparency and traceability of all collection activities.

Knowledge, Abilities, and Skills:

Strong verbal and written communication skills to effectively interact with individuals, businesses, and internal teams. Ability to explain complex financial information in a simple, understandable manner for customers. Strong negotiation skills to work out payment arrangements and settlements with debtors. Ability to identify solutions to complex financial issues while remaining fair and in compliance with regulations. Excellent attention to detail in reviewing financial records, tracking payments, and managing debtor accounts. Accuracy in ensuring that all documentation, communications, and records are complete and correct.

Minimum Qualifications:

A Bachelor’s degree in business administration, accounting, finance, or a related field, plus 2 (two) years of experience in collections, customer service, accounting, or a related field 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:

N
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