CUSTOMER SERVICE REPRESENTATIVE 2

This position serves a dual role as both a Customer Service Representative and Custodian of Records within the Administrative team of the Claims Division. The primary responsibility is to maintain and manage access to claims records, ensuring accurate and timely fulfillment of requests. Key tasks include verifying, processing, and approving records requests through various channels, including the Industrial Commission of Arizona's on-line Community Portal. This role requires attention to detail, strong organizational skills, and a commitment to delivering excellent service to internal teams and external stakeholders.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Essential Duties and Responsibilities include but are not limited to:
● Provide assistance to the injured workers, attorneys, paralegals, insurance carriers, or third party administrators reviewing or printing files.
● Process records request for injured workers, attorneys, paralegals, insurance carriers, or third party administrators reviewing by verifying they are an interested party, and have permission to review records.
● Research claim records on the database, microfiche, and/or microfilm.
● Date stamp all incoming mail delivered to the reception desk and distributing to the appropriate division and/or department.
● Create invoices by completing form with claim information, person receiving copies, and calculating the amount of payment.
● Collect payment for invoices.
● Follow up on payments sending a copy of the invoice with a letter requesting payment.
● Update Claims Division database.
● Participates in Arizona Management System (AMS) and daily Huddle board. Attend staff meetings, seminars, conferences, training classes; as indicated.

Knowledge of:
● Computer database and viewcenter systems.
● Various divisions' responsibilities within the Agency.
Skills in
● Researching and retrieving information using database and view center systems.
● Verbal and written communication skills sufficient to obtain accurate claims record information
● Basic to good computer and keyboarding skills.
● Good customer service skills
Ability to
● Operate computer database and view center systems.
● Follow written and oral instructions, including policies and procedures.
● Communicate effectively with coworkers and customers.
● Learn basic computer system applications

The ideal candidate for this position will have:
High School graduate or equivalent (GED).

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The Arizona Department of Administration offers a comprehensive benefits package to include:
Sick leave
Vacation with 10 paid holidays per year
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
Health and dental insurance
Retirement plan
Life insurance and long-term disability insurance
Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

You will be eligible to participate in the state employee health/disability insurance plan, and you are required to participate in the Arizona State Retirement System (ASRS). ASRS participation may begin immediately or upon your 27th week of employment. Contributions are matched by the employer.

If you have any questions, please feel free to call 602-542-5559 or email HR@azica.gov for assistance.