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Customer Service Representative II

  • 507895
  • Full-time
  • Closing at: May 29 2022 at 23:55 MST


The Department of Insurance and Financial Institutions licenses, monitors, investigates, examines, and ensures the safety and soundness of, regulated entities. The Department also helps resolve consumer complaints against financial-services and insurance entities; takes action in response to violations of law; encourages competition, innovation, and economic development; collects taxes and assessments that support State government operations; combats auto theft and insurance fraud through public awareness campaigns, and funding for law enforcement and dedicated prosecutors.

Our mission is to help Arizonans receive the benefits and protections to which they are legally entitled by enforcing insurance and financial institution laws and by providing information and assistance and to combat vehicle theft.

Customer Service Representative II


Job Location:


Posting Details:

Salary: $16.00 - $16.82 

Grade: 15

Closing Date: 

Job Summary:

Do you love to talk to people? Are you excited about solving problems and helping people get the answers they are looking for? We are looking for someone with great attention to detail who has the drive to assist customers, meet deadlines and be a key player in our Licensing Division.

The Arizona Department of Insurance and Financial Institutions (“DIFI”) is one of the largest professional licensing agencies in Arizona, with over 395,000 individuals and businesses holding professional licenses. The DIFI Licensing Section reviews license and renewal applications, quickly issues and renews licenses for applicants who meet requirements set forth in Arizona law, processes amendments to active licenses, and answers licensing-related questions.

Job Duties:

- Review and analyze various submissions relative to license applications supplied through the Nationwide Multistate Licensing System (NMLS), the Arizona eLicense Portal, email or by mail. Check information about the applicant using internal and external databases. Request additional documents and/or better explanations when necessary if issues are identified within the application.

- Respond to telephone and email inquiries. Respond to requests from applicants and licensees such as the status of application, time frames, monies due, changes to be made, etc. Provide information to other governmental agencies including law enforcement, department attorneys, the financial industry and the general public.

-Enter data into the department's database, the Nationwide Multistate Licensing System (NMLS), and the Appraisal Subcommittee (ASC) National Registry. Must review all documents submitted, determine data that should be entered, and request additional information if data is unclear, missing, or contradictory. Maintain database by revising or entering new data as appropriate.

-Assist applicants with the submission of applications for various types of licenses. This includes reviewing documents (legal, business related, identification, etc.) and advising applicants if additional items are needed.

-Prepare and update policies and procedures for use by employee reviewing licensing submissions. Examine procedures for updating database and for entering data. Provide input for changes needed in the licensing process, the department's database and forms used in the licensing process.

Knowledge, Skills & Abilities (KSAs):

-Considerable knowledge of The Nationwide Multistate Licensing System (NMLS)
-Interpretation of legal documents (credit reports, criminal background, corporate and partnership documents, surety bonds, bankruptcy documents, etc.)
-Able to use various computer software applications (Word, Excel, Google Docs, database systems, etc.) at an advanced level
-Thorough knowledge of state regulatory, policy, and compliance issues

-Skills navigating the Nationwide Multistate Licensing System (NMLS)
-Strong analytical skills necessary to evaluate applications
-Demonstrated ability to work within a team environment
-A proven commitment to quality customer service
-Excellent interpersonal, verbal, and written communication skills
-Ability to manage multiple tasks/projects and deadlines simultaneously
-Ability to resolve complex problems with minimal guidance
-Skilled in maintaining and updating database files

-Ability to analyze and comprehend complex financial data
-Ability to be results-oriented with sound judgment
-Ability to be assertive
-Ability to establish credibility and be decisive while recognizing and supporting the department's preferences and priorities

Selective Preference(s):

The basic KSA’s may be acquired through relevant experience and/or combination of education and experience. A minimum of 2 years of work experience in customer service and/or insurance is generally required. Preference given to candidates having a comprehensive understanding of the Nationwide Multistate Licensing System (NMLS)

Pre-Employment Requirements:



The State of Arizona provides an excellent comprehensive benefits package including:
− Affordable medical and dental insurance plans
− Paid vacation and sick time
− 10 paid holidays per year
− Wellness program and plans
− Life insurance
− Short/long-term disability insurance
− Defined retirement plan
− Credit union membership
− Transit subsidy

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


-Positions in this classification participate in the Arizona State Retirement System (ASRS).
-Please note that enrollment eligibility will become effective after 27 weeks of employment.

Contact Us:

Arizona State Government is an EOE/ADA Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 364-0108. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DIFI is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.


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.