Customer Operations Coordinator
Job Posting for Customer Operations Coordinator at Georgia Lottery Corporation
The Georgia Lottery is a leader and innovator in the lottery industry and we significantly change the lives of our customers through prize payouts. We also provide educational opportunities for Hope Scholarship recipients, Pre-Kindergarten programs and technical upgrades for classrooms.
The purpose of this position is to provide the administrative, analytical, and customer service duties associated with the processing of GLC Retailer Contract and Coin Operated Amusement Machine license applications and contracts, as well as provide administrative support to the RCA/Prize Validation Departments and the Vice President of Customer Operations. Responsibilities include, but are not limited to receiving, reviewing, processing, researching and analyzing applications in a timely manner, evaluating the credit worthiness and financial risk of applicants, composing correspondence, compiling information, coordinating meetings and performing other tasks as assigned by the Vice President.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.
Receives and reviews new Retailer and COAM license applications, contracts and licenses.
Performs the data entry required to input and update applicant, retailer and COAM data to the GLC Retailer Management system, and COAM systems.
Analyzes applicant data and utilizes applicable quality controls to verify the accuracy of the data provided.
Obtains required applicant credit reports from approved sources in compliance with GLC policies and procedures. Analyzes the financial risk and credit worthiness of applicants.
Obtains criminal background reports and coordinates the Department of Revenue and Georgia Bureau of Investigation compliance review and approval for applicants.
Researches and correspondence with retailers regarding credit, application requirements and contract / license compliance issues.
Prepares required documentation and correspondence to obtain Financial Security Deposit from applicants and provides administrative support to the Financial Security Deposit Coordinator for tracking, processing and redeeming FSDs.
Ensures required application processing and compliance reviews have been completed and recommends applications for final review, approval or denial.
Prepares and prints retailer approval letters and retailer certificates and mails to recipients.
Prepares updates, and monitors application progress utilizing applicable tracking systems, spreadsheets and reports.
Processes mail-in prize claims and assists in issuing prize payments and correspondence to players.
Performs general administrative / office functions as needed, including but not limited to reviewing invoices prior to approval, ordering / maintaining office supplies, organizing files, and distributing messages and mail.
Performs data base and file maintenance, maintains accuracy of assigned department data and data reporting, and prepares daily, weekly, and monthly reports as requested.
Provides customer service, including phone and written communications to external and internal customers as required to process retailer and COAM applications, evaluate contract / license compliance, fulfill prizes and support the Vice President of Customer Operations.
KNOWLEDGE AND SKILL REQUIREMENTS
High School Diploma or (GED) is required.
Associates Degree preferred.
Three to Five years of customer service; strong data entry skills and analytical experience required.
Experience working in Microsoft Excel and Word Required.
Must have strong oral and written communication skills and the ability to maintain confidential information; or equivalent combination of education, training and experience, which provides the requisite, knowledge, skills and abilities for this job.
Excellent benefits package
401k with company contribution
Business casual workplace
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