CUSTOMER SERVICE REPRESENTATIVE 2

AZ State Jobs; Phoenix, Northern (AZ, KY); Hybrid; USD 21,000 - 25,000; Full time

Benefits offered by this job

Sick leave

Paid holidays

Parental leave

Health insurance

Dental Insurance

Retirement plan

Life insurance

Long-term disability insurance

Short-term disability

Deferred compensation

Supplemental life insurance

Job summary

The Industrial Commission of Arizona seeks a Customer Service Representative 2 to maintain and manage access to claims records, verify requests, and process records through the online Community Portal. This role combines customer service with Custodian of Records duties within the Claims Division.

Remote work may be offered within Arizona; the State's Remote Work Program enables partial remote scheduling while meeting performance metrics and departmental needs.

Qualifications

• High school graduate or GED.
• Ability to process records requests and verify permission to review.

Responsibilities

• Assist injured workers, attorneys, paralegals, insurance carriers, or third party administrators reviewing or printing files.
• Process records requests verifying permission to review by interested party.
• Research claim records on the database, microfiche, and/or microfilm.
• Date stamp all incoming mail and route to the appropriate division.
• Create invoices with claim information and payment details; collect payments.
• Follow up on payments with copies of invoices.
• Update Claims Division database.
• Participate in AMS and staff meetings.

Skills

Research skills

Communication skills

Keyboarding

Customer service

Education

High School graduate or GED

Job description

INDUSTRIAL COMMISSION

Are you ready to work for an exceptional state agency that works to protect the life, health, safety, and welfare of the employees in the State of Arizona? The Industrial Commission of Arizona (ICA) is committed to the highest standards of compliance, demonstrating leadership in all areas, and teaching and working with employers and employees to make them successful. A thriving workforce in Arizona is what we strive for and work towards each day.

CUSTOMER SERVICE REPRESENTATIVE 2

Job Location:

Address: Claims Division/Administration/File Room Section
800 W. Washington Street, Phoenix, AZ
2675 E. Broadway Blvd, Tucson, AZ

Posting Details:

Salary: $16.40

Grade: 15

Closing Date: October 9, 2026

Job Summary:

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.

Remote work may be offered 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.

Job Duties:

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, Skills & Abilities (KSAs):

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

Selective Preference(s):

The ideal candidate for this position will have:

• High School graduate or equivalent (GED).

Pre-Employment Requirements:

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

Benefits:

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

Retirement:

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.

Contact Us:

If you have any questions, please feel free to call 602-542-5559 or email [e-mail] for assistance.