Mutuel Department Lead
- Aqueduct (Ozone Park), New York
- Customer Service
- Pari-Mutuel
- Regular Full Time
Title: Mutuel Department Lead
Employee Status: Regular Full Time
Work From Home Option: Not Applicable
FLSA Status: Non-Exempt
Job Overview:
The Mutuel Department Lead oversees staff responsible for entering customers wagers into the NYRA tote system. The Lead supports the Mutuel Manager in maintaining compliance with Anti-Money Laundering (AML) requirements, assists customers with wagering issues, and ensures efficient, accurate daily operations in all mutuel areas.
Essential Functions:
Staff Supervision
Supervise Mutuel Clerks to ensure adherence to departmental policies, procedures, and customer service standards.
Provide daily coaching and operational support.
Assist with training new clerks, especially during high-volume events.
AML Compliance
Participate in regular AML training and remain current on NYRA’s obligations under the Bank Secrecy Act (BSA).
Identify and report suspicious activity, including unusual wagering patterns, structuring, counterfeit currency, or fraudulent tickets.
Immediately escalate concerns to mutuel management.
Assist clerks in completing financial reporting documents (CTRs, SARs, Form 8300, and FTRs) and ensure accurate submission to the Mutuel Office.
Patron Support
Assist guests with issues such as lost winning tickets, misplaced vouchers, or self-service terminal difficulties.
Help review and approve torn, faded, or damaged tickets and vouchers submitted for payment.
Provide prompt, courteous, and effective guest service at all times.
Operations & Cash Handling
Maintain control over the distribution of cash to betting stations.
Assist in transferring funds from bill-accepting terminals to the Money Room.
Review and process prior-day W2G forms for accuracy.
Monitor and report unusually large or suspicious cash transactions within mutuel windows and Mini-Dealer stations.
Conduct random cash audits of terminal operators to ensure compliance with cash-handling policies.
Other duties as assigned.
Qualifications:
Education
High school diploma; or equivalent relevant experience.
Experience
Minimum 2 years of relevant experience.
Supervisory experience.
Racetrack experience preferred
Knowledge, Skills & Abilities
Supervisory principles and staff management.
Conflict resolution and effective communication.
Customer service techniques and professionalism.
Business math and basic administrative reporting.
NYRA wagering policies and Mutuel Department rules.
Knowledge of tote system operations.
Understanding of NYRA’s AML procedures and regulatory obligations.
Familiarity with NYRA’s organizational structure.
Technical & Operational Requirements
Ability to learn and operate the NYRA tote system and wagering equipment.
Understanding of mutuel rules, wagering procedures, and cash-handling standards.
Ability to identify suspicious wagering behavior and follow required AML procedures.
Ability to complete financial reporting forms including W2G, CTR, SAR, Form 8300, and FTR documents.
Basic computer and data entry proficiency.
Supervisory & Leadership Requirements
Ability to lead, coach, and motivate staff in a fast-paced environment.
Experience supervising a team of approximately 10–20 employees.
Ability to address performance issues and support ongoing staff development.
Strong conflict resolution and leadership skills.
Customer Service Requirements
Ability to resolve patron issues professionally and efficiently.
Strong decision-making skills when handling ticket disputes, lost vouchers, or machine malfunctions.
Ability to remain calm and courteous under pressure.
Compliance & Integrity Requirements
Strong attention to detail and accuracy in all financial transactions.
Commitment to protecting patron confidentiality and sensitive financial information.
Adherence to NYRA policies, mutuel rules, and AML regulations.
Ability to recognize and escalate activity that may pose operational or regulatory risks.
Summary of Physical Requirements and Work Environment:
The Mutuels Department Lead role is moderately active and not primarily sedentary. Employees frequently stand, occasionally walk or sit, and perform occasional bending, squatting, or lifting up to 50 lbs. The role requires repetitive hand movements and fine manipulation for ticket processing, wager entry, and cash handling, using both hands for simple grasping. Work is performed primarily at or below shoulder level, with no power grasping or pushing/pulling required. The environment is indoor, safe, and non-hazardous, with no exposure to moving machinery, fumes, or extreme weather.
Pay Range / Salary: $19.04 - $25.70
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Technology ServicesNYRA Competencies:
Elevates Everyone’s Experience through meaningful interactions and communication. And, by treating each other with respect and consistently displaying value and appreciation for the contributions of others.
Advances a Culture of Safety and Integrity by acting in the organization’s best interest, adhering to all policies, and upholding ethical standards.
Innovates and adapts by seeking feedback to improve performance, introducing new ideas and solutions to advance the organization.
Shows Pride of Ownership by being accountable for your role and responsibilities, mentoring colleagues, maintaining transparency in all interactions, and sharing your success with everyone involved.
Achieves Excellence by delivering your best effort, demonstrating exceptional leadership attributes, and persevering through challenges.
About Us:
With a lineage of nearly 150 years, The New York Racing Association (NYRA) serves as the cornerstone of New York State's thoroughbred industry at three major tracks (Aqueduct Racetrack, Belmont Park, and Saratoga Race Course). The industry contributes more than $3 billion annually to its urban, suburban, and rural economy. NYRA also offers a variety of exciting career opportunities – on and off the track. From Finance to Facilities, Turf to Technology, in all departments we are stewards of our sport. Join our talented team of professionals.
NYRA is committed to equal employment opportunity and to compliance with federal, state, and local anti - discrimination laws. NYRA values diversity and complies with New York State and New York City law, which prohibits discrimination and harassment against any employee, applicant for employment, or intern based on race, age, color, religion, sex (including pregnancy, childbirth or related medical conditions, gender identity / expression and transgender status), national origin or ancestry, citizenship, physical or mental disability, genetic information (including predisposing genetic characteristics), age (18-years-of-age & up), veteran status, military status, sexual orientation, marital status, familial status, caregiver status, partnership status, unemployment status, certain arrest or conviction records and domestic or sexual violence victim status. NYRA does not tolerate discrimination or harassment based on an employee’s membership in one or more of these protected categories, an employee’s known relationship or association with a member of one or more of these protected categories, or any other characteristic protected by applicable federal, state, or local law.
Visit us at NYRA.com to learn more!
The New York Racing Association, Inc. (NYRA) holds the exclusive franchise to conduct thoroughbred racing at Aqueduct Racetrack, Belmont Park and Saratoga Race Course. NYRA tracks are the cornerstone of New York State’s horse racing industry, which is responsible for 19,000 jobs and more than $3 billion in annual economic impact.
