DUTY STATEMENT - CalCareers



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Duty Statement

Finance Division

Fresno District Office

Program Technician

(Two-Year Limited Term)

358-221-9927-900

Under the close supervision of the Supervising Program Technician II, the Program Technician is responsible for performing a variety of specialized technical duties in providing service to Lottery winners, players and retailers. The incumbent performs routine, technical duties related to the validation and payment of claims for California State Lottery (Lottery) prizes. This position requires a working knowledge of the California State Lottery Act, Lottery gaming rules and regulations, policies, security procedures, and computer systems including the Enterprise Series Players Services and Retailer Services gaming systems.

A. Essential Functions

50% Attend customer window; validate tickets using Altura machine; assist customers in completing claim forms; answer questions regarding cash payments, time frames, games rules, and Lottery regulations; provides information and assistance either on the phone, in person or in writing on rules, regulations, forms, status of claim, etc.

45% Key claim data into Enterprise Series Players Services system, distribute copies of claim forms to appropriate files; log all forms; check for fraudulent tickets; handle customer complaints; and maintain alpha and numeric filing systems for claims, reports, and correspondence.

B. Marginal Functions

5% Periodically perform post-payment audit of claims as a backup to the Office Technician and perform other job-related duties as required. Answer telephone calls from Headquarters staff regarding claims processing.

C. Supervision Received

The Program Technician receives close supervision from the Supervising Program Technician II.

D. Supervision Exercised

None.

E. Administrative Responsibility

The Program Technician is a member of the front office staff in the district office and is responsible for providing information and assistance on rules, regulations, forms, claim status and account adjustment processes on behalf of players and retailers. This position requires knowledge of the Lottery rules and regulations, policies, computer systems, and customer service and security procedures. In addition, the Program Technician is responsible for adhering to the laws, rules, policies, and procedures pertaining to civil service employees in general, and specifically to employees of the California Lottery.

F. Personal Contacts

The Program Technician will have a high volume of communications with the public, players, Lottery retailers, vendors, and Lottery staff and management. In addition, the incumbent will act as a liaison between customers or winners and Lottery Finance Division Headquarters staff to resolve problems.

G. Actions and Consequences

Failure to use good judgment in handling player and retailer transactions could result in information being released to unauthorized persons, incorrect retailer account adjustments, or incorrect information being provided to the public regarding Lottery rules and regulations. This could result in potential legal challenges for the Lottery, questions of integrity and negative publicity; all of which may result in the loss of revenue for public education.

H. Other Information

The Program Technician must maintain knowledge of the Lottery’s rules and regulations, policies, and procedures; and technical skills including knowledge of the Lottery’s On-Line gaming system and Scratchers® Automation.

I. Job Requirements

Activities required to perform the essential functions of the position include the ability to sit, talk, hear, see, write, type, file, use a personal computer, read and interpret gaming regulations, procedures, policies and gaming data, read and comprehend written instructions, manuals, correspondence and computer reports, and to reason logically

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|Supervisor’s Signature | |Date |

I have read and understand the assigned duties as described above.

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|Signature of Incumbent | |Date |

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