Job Description

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.

JOB DUTIES:

• Conduct Interviews 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
• Extensive telephone interviewing with clients and/or with employers
• Review program policies and apply accordingly
• Provide accurate and complete documentation to the appropriate eligibility system
• Develop and cultivate employer relationships
• Ensure all information is correctly obtained and captured in the dual computer systems

KNOWLEDGE, SKILLS & ABILITIES (KSAS):

• 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 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.

BENEFITS:

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
• Paid Vacation and Sick time off - start earning it your 1st day
• Eligible to participate in the Public Service Loan Forgiveness Program (must meet qualifications)
• Contribute to, and participate in the Arizona State Retirement System
• Ride Share and Public Transit Subsidy
• Career Advancement Opportunities
• Tuition reimbursement
• Opportunity to work remotely (home office) on an ad-hoc basis

RETIREMENT:

• State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.
• On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

CONTACT US:

• Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 480-356-2946.
• 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.