SECRETARY OF STATE (DEPT OF STATE)

SECRETARY OF STATE (DEPT OF STATE)

The mission of the Office of the Arizona Secretary of State is to provide services throughout the state to:

Preserve our history

Promote engagement; and

Protect the future

The office strives to achieve this mission by being trusted, accessible, innovative, and secure

Customer Service Representative 2

Job Location:

Address:  1700 W. Washington St. | Phoenix, AZ 85007

Posting Details:

Salary: 20.00 

Grade: 15

TEMP TO HIRE

Job Summary:

The Business Services Representative performs advanced customer service functions by responding to inquiries and requests initiated by the public via telephone, email, mail and in-person interactions. This position is responsible for processing and fulfilling Public Records Requests, reviewing and determining the approval or rejection of Remote Online Notary (RON) and Electronic Notary applications, and managing all notary- related submissions in accordance with established statutes, policies, and procedurals standards. Job assignments and responsibilities may evolve based on operation needs. Employees in this role are expected to develop proficiency across multiple functional areas and will eventually be cross trained to provide support in all relevant Business Services operations.

* Notary Applications, Renewals, Cancellations and Complaints
* UCC Filings
* Trade Names
* Trademarks
* Apostilles
* Partnerships
* Telephonic Sellers
* Veterans' Charities
* Public Records Requests

Position may require the use of discretion when releasing pertinent information; solving difficult customer service complaints/problems; conducting research, compiling information, and analyzing policies and procedures to resolve customer issues. Duties may include periodically adding money receipts and reconciling cash against known figures for verification.

 

Job Duties:

Data Processing and Documentation Management: Including filing, scanning and records organization. Maintain accurate physical/electronic filings in accordance with established retention schedules. Convert paper documents into digital formats by scanning and indexing to ensure clarity and completeness.

Phone Calls and other Customer communication: May require case research and issue resolution by explaining procedures and requirements in a clear manner. Providing service quality and professional assistance by being courteous, helpful, and maintaining confidentiality.

Payment Processing; and Reconciliation of Receipts and Cash: Accurately and safely process payments made with cash, check or card. Conduct daily reconciliation of payment activity to ensure funds match system-generated reports

Other duties as assigned as related to the position (typically 5% - 10%)

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
- Applicable program rules, regulations, policies and procedures, systems, and relevant statutes
- Principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- The structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Administrative and clerical procedures and systems such as word processing, managing files and records, transcription, designing forms, and other office procedures and terminology.

Skill in:
- Active Listening - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Speaking - talking to others to convey information effectively.
- Service Orientation - actively looking for ways to help people.
- Reading Comprehension - understanding written sentences and paragraphs in work related documents.
- Critical Thinking - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Maintain keen constituent servicing etiquette.

Ability to:
- Perform routine tasks while maintaining focus and watching