Customer Service Representative Ii

The Department of Insurance and Financial Institutions licenses, monitors, investigates, examines, and ensures the safety and soundness of, regulated entities. The Department also helps resolve consumer complaints against financial-services and insurance entities; takes action in response to violations of law; encourages competition, innovation, and economic development; collects taxes and assessments that support State government operations; combats auto theft and insurance fraud through public awareness campaigns, and funding for law enforcement and dedicated prosecutors.

Our mission is to help Arizonans receive the benefits and protections to which they are legally entitled by enforcing insurance and financial institution laws and by providing information and assistance and to combat vehicle theft.

Customer Service Representative II

**Remote options depend on business needs** 

100 North 15th Avenue

Phoenix, Arizona 85007  

Annual Salary: $39,600  

Grade: 15

This position will remain open until filled  

The Arizona Department of Insurance and Financial Institutions (“DIFI”) is one of the largest professional licensing agencies in Arizona. The insurance and real estate appraisal licensing section has over 350,000 individuals and businesses holding insurance professional licenses to sell insurance, adjust insurance claims and provide other types of insurance-related services and over 2,500 real estate appraiser licensees.

The DIFI insurance and appraisal licensing section reviews license and renewal applications, quickly issues and renews licenses for applicants who meet requirements set forth in Arizona law, and answers licensing-related questions.

• Quickly and accurately enter license application information into DIFI’s computer system; Review license applications received online, through the mail, and in person, to make sure they contain all required information; Check information about the applicant using internal and external databases

• Correspond with applicants about deficiencies in applications, and help applicants promptly cure application deficiencies; Elevate applications when the DIFI may deny or non-renew a license; Process license and renewal approvals when applications meet all requirements and when the DIFI has no legal reason to deny a license

• Answer questions concerning license and renewal requirements in person, on the phone, and by e-mail; Assist with responding to public record requests and with certifying information about licensees; Review scanned records to make sure they are readable and correctly indexed

• Actively participate in making the DIFI better, including participating in process improvement “huddle board” meetings, sharing ideas with your supervisor and co-workers, and reflecting each day on things that went well and things that will go even better the next day

• Other duties assigned as related to the position

Knowledge:

• Knowledge of Title 20 and Title 32 of the Arizona Revised Statutes and Title 4, Chapter 46 and Title 20, Chapter 6 of the Arizona Administrative Code and DIFI policies and procedures – extensive knowledge and understanding acquired through on-the-job training and independent study

• Knowledge of insurance terms, concepts and generally accepted or common industry practices acquired through experience in the insurance industry or by on-the-job training or independent study

• Knowledge of real estate appraisal terms, concepts and generally accepted or common industry practices acquired through experience in the appraisal industry or by on-the-job training or independent study

• Knowledge of how laws, rules, regulations, terms and concepts relate to the operations of various types of entities regulated by DIFI acquired through on-the-job training or by independent study

• Knowledge of computer skills needed to operate and function with software such as Google Docs, Google Sheets, Microsoft Word (word processing), Microsoft Excel (spreadsheets), and Microsoft Access (database) – sufficient knowledge and understanding acquired through on-the-job training, software training and practice

• Knowledge of professional correspondence formats and grammar usage in written and verbal communications – good knowledge and understanding. Acquired through high school and college writing courses, through independent study or on-the-job training

• Knowledge of principles and practices of administration – good knowledge and understanding acquired through on-the-job training and capability to employ logic and reasoning

Skill:

• Skill in applying reason and sound judgment to the review, decisions and recommendations on issues of significant complexity and difficulty acquired trough on-the-job training and experience

• Skill in planning, organizing, coordinating and establishing priorities for a varied workload, developing cogent investigative plans and conducting relevant research acquired through on-the-job training and by increased experience

• Skill in using judgment to adapt to changing conversational dynamics

• Skill in applying laws, rules, and statutes to applicable scenarios

• Skill in difficult communication scenarios

Ability:

• Ability to independently communicate clearly, effectively and diplomatically in writing, in person and on the telephone in routine and complex situations with consumers, attorneys, insurers, producers, licensed entities, appraisers, appraisal management companies, staff and other state and federal employees, through the use of proper English, spelling and vocabulary acquired through on-the-job training and by experience

• Ability to work cooperatively to establish and maintain effective professional working relations with supervisor, agency staff, insurers, producers, other regulated entities, consumers and other parties seeking information or assistance from the department acquired through on-the-job training and experience dealing with difficult situations and people

• Ability to ten-key, alphabetize, organize information numerically and use standard office equipment acquired through on-the-job training or experience in an office setting requiring use of common office equipment

• Ability to write, type and proofread documents acquired through on-the-job training and through writing courses

• A minimum of 2 years of work experience in customer service and/or the insurance or appraisal industry is generally required

• The basic KSA’s may be acquired through relevant experience and/or combination of education and experience

The State of Arizona offers a comprehensive benefits package to include:

• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

• Life insurance and long-term disability insurance

• Vacation plus 10 paid holidays per year

• Health and dental insurance

• Retirement plan

• Sick leave

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

• Positions in this classification participate in the Arizona State Retirement System (ASRS)

• Please note that enrollment eligibility will become effective after 27 weeks of employment

• If you have any questions please feel free to contact Shawn McConnell at shawn.mcconnell@azdoa.gov