CUSTOMER SERVICE REPRESENTATIVE II

DEPT OF INSURANCE AND FINANCIAL INSTITUTIONS

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:

Address:  100 N 15th Ave 

Phoenix, AZ 85007

Licensing Division

*Remote Work availability based on business needs

Posting Details:

Salary: $19.03/HR 

Grade: 15

Closing Date: 2/06/2026

Job Summary:

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.

This position may offer the ability to work remotely, 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:

• Review and analyze various submissions relative to license applications supplied through the Nationwide Multi-state 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 as to policy and procedures of the department. Respond to requests from applicants and licensees such as a 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 Multi-state Licensing System (NMLS) and the Appraisal Subcommittee (ASC) National Registry. Must review all documents submitted, determine data that should be entered, 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):

Knowledge:
• Considerable knowledge of The Nationwide Multi-state 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 complian