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Job Information
Job Title:  CALL CENTER SPECIALIST 
Agency:  DEPARTMENT OF ECONOMIC SECURITY 
Job Reference ID:  59202 
Category:  CUSTOMER SERVICE 
Grade:  15 
Posted Date:  10/16/2020 
Close Date:   
Job Description




DEPARTMENT OF ECONOMIC SECURITY

Your Partner For A Stronger Arizona 


DES works with families, community organizations, advocates and state and federal partners to realize our collective vision that every child, adult, and family in Arizona will be safe and economically secure.


Our Mission is to make Arizona stronger by helping Arizonans reach their full potential through temporary assistance for those in need, and care for the vulnerable.



CALL CENTER SPECIALIST

IMMEDIATE OPENINGS IN YUMA, AZ

www.azdes.gov


This is a temporary position with the State of Arizona, Department of Economic Security, not to exceed 1,500 hours per calendar year. Temporary positions are benefits eligible and receive pay for State observed holidays.


The Department of Economic Security is seeking a motivated individual to join our team as a Call Center Specialist.  


As a Call Center Specialist, you will be assisting the public by gathering pertinent information to determine eligibility for a variety of DES services in a timely and appropriate manner. This position involves working in a call center responding to inbound calls or making outbound calls to assist with unemployment insurance, cash, medical and nutrition assistance. Call Center Specialists offer the solutions needed to help simplify the public benefits assistance experience. Call Center Specialists also process and write legal non-monetary determinations of claimant’s rights to receive benefits and/or chargeability to employer tax accounts. 


Major Responsibilities:

  • Conduct Interviews to gather information over the phone, in an inbound or outbound call center, to make an eligibility determination for Supplemental Nutrition Assistance Program (SNAP), Medical Assistance (AHCCCS Health Insurance), Temporary Assistance to Needy Families (TANF - aka Cash Assistance) and/or Unemployment Insurance (UI)

  • Educate general public regarding the correct process for submitting appropriate documentation to qualify for public assistance benefits

  • Review program policies and apply accordingly 

  • Provide accurate and complete documentation to the appropriate eligibility system

  • Verify Unemployment Insurance benefits with employers

  • Ensure all information is correctly obtained and captured in the dual computer systems


Knowledge, Skills, Abilities:

  • Knowledge of federal, state, and agency statutes, rules, and regulations applicable to area of assignment

  • Knowledge of the principles and issues of new UI claims filing

  • Knowledge of community resources to assist claimants obtain suitable and sustainable employment and or obtain other assistance

  • Knowledge of independent decision making and knowing when to elevate decisions

  • Skill in conducting interviews and gathering information while providing excellent customer service to clients seeking benefits offered by the Division

  • Skill in navigating through multiple computer programs simultaneously

  • Skill in program processing systems, Internet, Excel, Outlook, Word, automated office systems

  • Skill in verbal and written communications, organizational skill, and time management

  • Skill in typing with speed and accuracy while interviewing clients typing 35-45 wpm

  • Ability to work as a team player, be flexible and reliable

  • Ability to learn basic federal, state and agency statutes, rules and regulations applicable to the public assistance programs

  • Ability to work independently with minimal supervision, may require contact with irate or hostile customers

  • Ability to work in a Home-Based Virtual Office after successful completion of in-office training

  • Ability to multi-task in a fast-paced environment

  • Ability to develop and maintain effective working relationships with both internal and external clients

  • Ability to work at least 40 hours per week and provide support to the team or department

  • Ability to attend training and learn how to complete the above job duties.


Licenses and Certifications:

  • High School diploma or equivalent.

  • Must have two years of direct customer service experience in person/or on phones.


Why Should You Apply?

We offer a competitive benefits package that is unmatched by the private sector and a culture that encourages team success and advocates for personal advancement.


  • Affordable Health, Dental, Vision and Life and Disability Insurance

  • 10 holidays per year

  • Contribute to, and participate in the Arizona State Retirement System

  • Ride Share and Public Transit Subsidy

  • Career Advancement Opportunities


Interested? Apply today at azstatejobs.gov.


Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602 771-2909. 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.  


Equal Opportunity Employer/Program Under Titles VI and VII of the Civil Rights Act of 1964 (Title VI and VII), and the Americans with Disabilities Act of 1990 (ADA), Section 504 of the Rehabilitation Act of 1973, the Age Discrimination Act of 1975, and Title II of the Genetic Information Nondiscrimination Act (GINA) of 2008; the Department prohibits discrimination in admissions, programs, services, activities, or employment based on race, color, sex, national origin, age, disability, genetics and retaliation. To request this document in alternative format or for further information about this policy, contact your local office; TTY/TDD Services: 7-1-1. Free language assistance for DES services is available upon request.









 
Position Requirements
Position Level:    Hours:   
 Work Arrangement:     Employment Type:   
Hourly Rate:  $0.00 / per hour  Salary:  $0.00-14.86 

 

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