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Job Information
Job Title:  Customer Service Representative II 
Job Reference ID:  54107 
Grade:  15 
Posted Date:  02/13/2020 
Close Date:  02/27/2020 
Job Description


The mission of the Arizona Department of Financial Institutions is to license, examine, and supervise Financial Institutions, in compliance with State law, to ensure safety for the Arizona consumer and soundness for the Arizona business.


All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress.  Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.  State employees are highly engaged, collaborative, and embrace a culture of public service.  


Financial Institutions Customer Service Representative II

Licensing & Consumer Affairs Division

Department of Financial Institutions

100 N. 15th  Suite 261

Phoenix, AZ 85007


The Arizona Department of Financial Institutions is currently seeking a Customer Service Representative II.  This position supports the Licensing Division and will process applications for those who are licensed and supervised by the Department. 

The job responsibilities include providing high-level customer service in a fast-paced, results-oriented, and team environment.

Twenty percent of duties assigned will be tasks related to the position if the Licensing Department needs additional support outside the major responsibilities and essential functions.


·       Assist applicants with the submission of applications for various types of licenses.  This includes reviewing documents (legal, business-related, identification, etc.) and advising applicants if additional items are needed

·       Review and analyze various submissions relative to license applications supplied through the Nationwide Multistate Licensing System (NMLS), the Arizona e-License Portal, e-mail, or mail.  Request additional documents and/or better explanations when necessary if issues are identified within the application

·       Enter data into the Department's database, the Nationwide Multistate Licensing System (NMLS), and the Appraisal Subcommittee (ASC) National Registry.  Must review all documents submitted, determine data that should be entered, request additional information if data is unclear, missing, or contradictory.  Maintain database by revising or entering new data as appropriate

·       Respond to telephone and e-mail inquiries as to the policy and procedures of the Department.  Respond to requests from applicants and licensees such as status of an application, time frames, monies due, and changes to be made, etc.  Provide information to other governmental agencies, including law enforcement, department attorneys, the financial industry, and the general public 

·       Prepare and update policies and procedures for use by employees reviewing licensing submissions.  Examine procedures for updating databases and for entering data.  Provide input for changes needed in the licensing process, the Department's database, and forms used in the licensing process 


Knowledge of:

·       The Nationwide Multistate Licensing System (NMLS)

·       Interpretation of legal documents (credit reports, criminal background, corporate and partnership documents, surety bonds, bankruptcy documents, etc.)

·       Able to use various computer software applications (Word, Excel, Google Docs, database systems, etc.) at an advanced level


·       Strong experience with The Nationwide Multistate Licensing System (NMLS)

·       Strong analytical skills necessary to evaluate applications

·       Demonstrated ability to work within a team environment

·       Proven commitment to quality customer service

·       Thorough knowledge of state regulatory, policy and compliance issues

·       Excellent interpersonal, verbal and written communication skills

·       Skilled in maintaining and updating database files



·       Ability to establish credibility and be decisive while recognizing and supporting the department’s preferences and priorities

·       Ability to manage multiple tasks/projects and deadlines simultaneously

·       Ability to resolve complex problems with minimal guidance

·       Ability to analyze and comprehend complex financial data

·       Ability to be results oriented with sound judgment

·       Ability to be assertive



·       Preference given to candidates having a comprehensive understanding of the Nationwide Multistate Licensing System (NMLS)


The Arizona Department of Administration 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


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 ADOA Recruitment at [email protected]  or at (602) 542-4057 for assistance.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting Nicole Baker at [email protected] Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.


Position Requirements
Position Level:    Hours:   
 Work Arrangement:     Employment Type:   
Hourly Rate:  $0.00 / per hour  Salary:  $30,000.00-32,000.00 


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