State of Arizona Enterprise Technology (ASET) · 12 hours ago
CUSTOMER SERVICE REPRESENTATIVE 4 LEAD
Flagstaff, AZ
Full-time
Onsite
Mid, Senior Level
$45K/yr - $45K/yrThe State of Arizona Enterprise Technology (ASET) is seeking a Customer Service Representative 4 Lead to be part of an innovative team driving a safer transportation system for Arizona. This role involves managing complex customer service complaints, training staff, and ensuring compliance with regulations and procedures.
Information Technology & Services
Responsibilities
Specialize in identity document verification and advise other CSRs on the procedure to issue credentials to foreign applicants; perform second-level approval/issue credentials; utilize electronic verification systems/fraud detection tools to identify suspicious/fraudulent documents. Prepare incident reports for OIG of suspect documents and assist during an investigation
Examine, approve, reject, or deny T&R applications and legal documents. Assure compliance and conformance to ARS and MVD directives, rules, regulations, policies and procedures. Process approved application. Return rejected or denied submissions for correction
Query, update, and/or create records on various databases; examine operator/COL license history; review data for outstanding citations or warrants; determine eligibility for license; inform the customer of outstanding violations and recommend actions for correction; analyze historical records; evaluate for reinstatement rights
Qualification
Required
Under minimal supervision, perform senior level or lead customer service activities in field office; manage the most complex customer service complaints, inquiries, and issues that may include specialized instruction, training, or certification in specialized areas of expertise; train lower level staff, and monitor and manage workflow within the unit, evaluating and recommending changes to work processes and procedures
Specialize in identity document verification and advise other CSRs on the procedure to issue credentials to foreign applicants; perform second-level approval/issue credentials; utilize electronic verification systems/fraud detection tools to identify suspicious/fraudulent documents
Prepare incident reports for OIG of suspect documents and assist during an investigation
Examine, approve, reject, or deny T&R applications and legal documents
Assure compliance and conformance to ARS and MVD directives, rules, regulations, policies and procedures
Process approved application. Return rejected or denied submissions for correction
Query, update, and/or create records on various databases; examine operator/COL license history; review data for outstanding citations or warrants; determine eligibility for license; inform the customer of outstanding violations and recommend actions for correction; analyze historical records; evaluate for reinstatement rights
Knowledge of ARS Title 28 provisions and related directives, rules, regulations, policies, and procedures about licensing of motor vehicle operators and titling and registration of motor vehicles, fraudulent document recognition, voter registration, selective service, and organ donor registration; public and customer relations; fraudulent document recognition with successful completion of AAMVA Fraudulent Document Recognition Training, Arizona Version/Level I and Level 11; proper incident reporting and investigation procedures
Skills in active listening, critical thinking, reading comprehension, oral and written communication, and problem resolution techniques, actively looking for ways to help people; data entry, retrieval, and analysis skills
Ability to proficiently use electronic verification systems and fraud detection equipment/tools to identify suspicious or fraudulent source documents and the various systems and administration of written driver tests; manage files and records, designing forms, and evaluation of customer satisfaction
Must have and maintain a valid driver's license
Background and fingerprint clearance
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify)
Preferred
Experience as an MVD Customer Service Representative
AAMVA Fraudulent Document Recognition Training
Completion of MAX training
Benefits
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
Company
State of Arizona Enterprise Technology (ASET)
The Arizona Strategic Enterprise Technology (ASET) Office develops and executes the statewide information technology strategy, while also providing capabilities, services, and infrastructure to ensure the continuity of mission-critical and essential systems.
Founded in 2011
10001+ employees
Funding
Current Stage
Late StageCompany data provided by crunchbase