To apply through CAPPS Recruit, please click on this link:
https://capps.taleo.net/careersection/ex/jobdetail.ftl?job=00050427&tz=GMT-05%3A00&tzname=America%2FChicago

About the Texas Lottery Commission
Our Mission Statement: The Texas Lottery is committed to generating revenue for the State of Texas through the responsible management and sale of entertaining lottery products. The Texas Lottery will incorporate the highest standard of security, integrity, and responsible gaming principles, set and achieve challenging goals, provide quality customer service and utilize a team approach.

Texas Lottery Commission is a great place to work!
Our headquarters is located on the new Texas Capital Mall in the George H.W. Bush Building directly across from the Bob Bullock Museum and across from the University of Texas. We have multiple field offices across the state. We provide free parking for all our employees.

We offer competitive compensation, including merit increases for outstanding performance; longevity payments after two years; generous paid leave; health insurance; dental and vision insurance; numerous state and federal holidays; tuition assistance; state employee discounts; 401(k) and 457 and a cash balance pension for employees entering state service after September 1, 2022.

Job Summary:
Performs highly advanced (senior-level) consultative services and technical assistance work. Work involves assisting with planning and directing the operation of the Retailer Services department in the Lottery Operations Division; establishing section goals and objectives; developing schedules, priorities, and standards for achieving section goals; and coordinating and evaluating department activities. Plans, assigns, and coordinates the work of Retailer Services staff. Assists the Retailer Services Manager and Assistant Manager in developing procedures, policies, rules, and regulations. Assists in developing and evaluating section budget requests. Coordinates activities with other sections of the Lottery Operations Division and with other divisions of the Lottery Commission, state agencies, contracted vendors, and service providers. Works under minimal supervision with extensive latitude for the use of initiative and independent judgment. This position reports to the Assistant Retailer Services Manager.

Qualifications:
• Graduation from an accredited four-year college or university is required. (Relevant customer service experience, in excess of the required six years, may be substituted for college on a year-for-year basis.)
• Six years customer service experience dealing with the public is required.
• Six years of coordinator/team leader experience is preferred.
• Six years bookkeeping, accounting, and/or account collections experience is preferred.
• Experience in the lottery or gaming industry is preferred.
• Experience with personal computers to include experience with Microsoft Word and Excel is preferred.
• Willingness to work irregular hours including weekends, holidays, and nights as required.
• Willingness to travel up to 5% for job-related purposes as required.

Knowledge, Skills, and Abilities:
• Knowledge of local, state, and federal laws relating to the program area.
• Knowledge of public administration and management techniques.
• Knowledge of statistical analysis processes.
• Knowledge of program planning and implementation.
• Knowledge of the Texas Lottery Act, Rules and Policies.
• Strong composition and report writing skills.
• Ability to gather, assemble, correlate, and analyze facts, present conclusions, and make recommendations clearly in written and verbal format.
• Ability to prepare concise reports.
• Ability to develop and evaluate policies and procedures.
• Ability to plan and coordinate the work of Retailer Services personnel.
• Ability to analyze and solve work related problems.
• Ability to develop, interpret, and apply Texas Lottery Commission and Retailer Services policies, procedures, and regulations.
• Ability to work and communicate effectively with individuals of diverse groups.
• Ability to establish and maintain effective working relationships with other employees, Lottery vendors, Lottery retailers, non-Lottery personnel, and the general public.
• Ability to work well in stressful situations under strict deadlines.
• Ability to train others.
• Will be required to complete division or commission training to enhance job-related skills.

Physical and Mental Requirements:
• Must be able to sit or stand for extended periods of time, work under deadlines, and operate standard office equipment and computer software.

Essential Job Functions:
• Assists with planning and directing the daily operation of the Retailer Services department; assists the Retailer Services Assistant Manager and Manager to establish section goals and objectives; and develops and/or approves schedules, priorities, and standards for achieving goals.
• Coordinates and monitors all activities of the Accounting and Tax Enforcement Section; coordinates job assignments of staff at the direction of the Retailer Services Assistant Manager and Manager; provides input on performance evaluations; and assists the Retailer Services Assistant Manager and Manager with personnel recruitment and training.
• Assists the Retailer Services Assistant Manager and Manager to prepare the department’s performance measures.
• Provides high-level guidance to Retailer Services staff pertaining to retailer licensing and account inquires, billing activity, collection/enforcement action, and general account transactions.
• Enforces audit and control measures for the Retailer Services validation room and for manual adjustments to retailer accounts.
• Reviews and approves “bank error” and “sweep confirmation” letters from a retailer’s bank.
• Initiates, develops, and implements policies and procedures relating to the monitoring of the EFT sweep process, reconciliation of retailer accounts, collection and enforcement activities relating to past due accounts, processing of lottery sales agent applications, retailer database maintenance, and general retailer support at the direction of the Retailer Services Manager and Assistant Manager; and assists the Assistant Manager in conducting reviews to ensure compliance with all policies and procedures.
• Coordinates with other state agencies on debts owed to the State by lottery applicants and licensed retailers, and the collection of delinquent accounts.
• Coordinates with the Enforcement Division on various issues regarding lottery rules and regulations relating to stolen ticket issues, retailer fraud cases, and retailer financial responsibilities resulting from ticket sales in licensed retail locations.
• Initiates, develops, and monitors letters used in application processing, retailer maintenance, administrative hearings, and any other correspondence generated by the Retailer Services section.
• Coordinates with the Legal Division to ensure proper handling of all retailers in bankruptcy status and all cases involved in the administrative hearing process.
• Establishes favorable relationships with lottery retailers and assists them with their efforts to comply with lottery rules and regulations and provides general support to maximize revenue for the State of Texas through the sale of lottery tickets.
• Compiles and prepares clear, concise reports relating to the customer service phone bank, account reconciliations, collections/enforcement activities, certified bad debt, application processing, and retailer maintenance.
• Monitors the performance of contracted vendors to ensure services are provided to lottery retailers statewide in an appropriate and timely manner by:
 Coordinating staff activities related to verification of Commission vendor compliance with established rules, regulations, policies, contracts, strategies, goals, and methods of operation for instant and on-line games.
 Overseeing and monitoring the analyses done by staff of vendor failures or discrepancies and making recommendations to management when appropriate.
• Coordinates with the Legal Division to prepare the hearings’ schedule.
• Provides input for Retailer Services Assistant Manager and Manager towards development of section budget.
• Performs duties of customer service representative for the Texas Lottery Commission via telephone, email, correspondence, fax, and in person by:
 Answering telephone inquiries from players, Lottery Retailers, Lottery personnel, Lottery vendors, and the general public regarding lottery statutes, rules, policies and procedures, retailer procedures, use of Lottery equipment, and Retailer Services policies and procedures.
 Providing customer service according to the standards established by TLC procedure for handling agency calls in Retailer Services.
• Performs related duties and special projects as assigned.

The Texas Lottery Commission is an Equal Opportunity Employer

APPLICATION PROCESS
Applications must be completed online through CAPPS Recruit by 11:59 p.m. on the posting’s closing date. When a job opening is posted Open Until Filled, it is best to apply as quickly as possible, as the posting may close or be placed on hold at any time with or without prior notification.

All applicants must submit a thoroughly completed on-line application through CAPPS Recruit, answering all applicable questions, whether starred with an asterisk or not. Applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor’s name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

Instructions for completing the on-line State of Texas Application for Employment can be found here:
https://www.texaslottery.com/export/sites/lottery/About_Us/Employment_Opportunities/how_to_apply.html

Please be aware that additional information or documents will not be accepted for purposes of determining eligibility after the closing date.

Applications will NOT be accepted via mail, hand delivery, fax or email.

Qualified applicants selected for interviews will be contacted by the agency. If you are scheduled for an interview and require any reasonable accommodation in the interview process, please inform the hiring representative who calls you to schedule your interview. Whenever possible, please give the hiring representative sufficient time to consider and respond to your request.

All candidates recommended for a position will be subject to an extensive criminal background investigation, including fingerprinting. The State Lottery Act contains provisions that set out causes for rejection if applicable. All positions are employment at will.

Inquiries regarding the status of an application will be answered as time and agency resources allow.

RELATED MILITARY OCCUPATIONAL SPECIALTY CODES
Veterans, Reservists, or Guardsmen with a MOS or additional duties or other related fields pertaining to the minimum experience requirements may meet the minimum qualifications for this position and are encouraged to apply.

Additional Military Crosswalk information can be accessed at:
https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_ProgramManagement.pdf

SELECTIVE SERVICE REGISTRATION
In accordance with legislation effective September 1, 1999, male candidates aged 18 to 25 are required to show proof of selective service registration (or exemption) prior to an offer of employment. Such proof is not required to be filed with an application but must be provided upon request by the Human Resources office.

E-VERIFY
This employer participates in E-Verify and will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.