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  • 510901
  • Full-time


Are you ready to work for an exceptional state agency that works to protect the life, health and welfare of the employees in the State of Arizona? Apply with us! 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 Manager

This position may offer the ability to work a hybrid remote work schedule (1 or more days per week), based upon the department's business needs and continual meeting of expected performance measures.




Job Location:

Address:  800 W Washington St.

Posting Details:

Salary: $55,000.00 

Grade: 21

Closing Date: Open Until Filled

Job Summary:

This position will work closely with the Assistant Manager and Manger to oversee daily operations of the compliance team; to create and maintain a positive team culture focused on continuous improvement and employee engagement; implementation of short-term and long-term strategies to ensure that the Commission meets its statutory obligations in these areas as set forth in A.R.S.§ 23-901 et seq (Arizona Workers' Compensation Act) and all other applicable laws and rules. This position will supervise direct reports in compliance with all rules, regulations, procedures, state personnel statutes and regulations, and performs other duties and responsibilities described herein; also serves as a subject matter expert on Arizona Workers Compensation law and claims processing. This position also serves as a subject matter expert on compliance processes and procedures as it applies to Arizona Revised Statutes, Title 23, Workers Compensation Practice and Procedures and the workers’ compensation system.

Job Duties:

This position is responsible for guiding the day-to-day operations of the Compliance team’s daily operations, which includes providing assistance, training and oversight of staff to ensure work is performed accurately and timely in compliance with Arizona workers’ compensation laws while ensuring compliance with all rules, regulations, procedures, state personnel statutes and regulations. Works to build a culture of team cohesiveness and employee engagement. Monitors and tracks employee progress with respect to goals, implements corrective action process as needed. Resolves technical and clerical problems referred by team. Prepares correspondence, communicates with carriers, employers, injured workers, attorneys, and medical facilities to obtain required information. Mentors and trains staff; research and answers questions posed by the team and is responsible for researching and resolving or escalating any customer service issues encountered. Confers with management, presents and resolves difficult problems or questions, discusses plans and actions to be taken, makes decisions. Assists team by completing insurance team-based tasks. Participates in Arizona Management System (AMS) and daily Huddleboard. Attends staff meetings, seminars, conferences, training classes as indicated.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
• Basic knowledge of applicable workers compensation claims management laws, statutes,
case laws.
• Basic medical terminology.
• Microsoft Office Suite; Outlook, Word, Excel.
• Google Office Suite, Gmail, Sheets and Docs.
• Basic English
• Basic mathematics
• Insurance industry claims adjusting standards and practices.

Skill in:
• Effectively able to communicate verbally and in writing to resolve disputes with interested
• Basic analysis of insurance, medical and legal documents.
• Review and interpret Arizona Workers' Compensation laws, rules, procedures, and court
• Strong critical thinking skills
• Time Management
• Initiative and attention to detail
• Strong focus on customer service
• Strong organizational and planning skills
• Responsible for high quality, nearly error-free output
• Basic organizational, analytical, managerial, and supervisory skills.
• Basic business process acumen, management skills including workflows and information
• Strong leadership, time management, and organizational skills.

Ability to:
• Interpret complex claim files
• Manage heavy workload with high level of accuracy and production.
• Learn computer systems and applications.
• Work well within a diverse and inclusive office environment.
• Timely process documents within established productivity standard and prioritizes work
within established time frames.
• Manage time effectively and meet deadlines.
• Adapt to changing circumstances.
• Demonstrate initiative and attention to detail.
• Exercise discretion and judgment.
• Works well under pressure.
• Ability to perform job responsibilities incorporating lean management and principles of the
Arizona Management System.
• Effectively train internal and external customers in small and large group settings.
• Ability to lead and inspire a team to accomplish goals and drive results.

Selective Preference(s):

• Claims adjusting license, certification (WCCA, WCCP, CPCU, etc) or designation relating to
workers’ compensation, a plus.

Pre-Employment Requirements:



The Arizona Department of Administration offers a comprehensive benefits package to include:
Sick leave
Vacation with 10 paid holidays per year
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

For a complete list of benefits provided by The State of Arizona, please visit our benefits page


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 HR@azica.gov for assistance.


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.

The State of Arizona is an Equal Employment Opportunity Employer.