Benefits and Eligibility Specialist (Eligibility Interviewer)

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. If you enjoy helping people and being recognized for your efforts, a customer service career at DES is the job for you.

About the role

As an Eligibility Interviewer, you will determine eligibility for Arizonans in need of Nutrition Assistance, Medical Assistance and/or Temporary Assistance to Needy Families. This is an ideal position for an individual who is highly motivated, has decision-making skills, and can work independently in a fast-paced environment while providing quality interaction and communication with our clients. This is an on-site, in-office position.

Responsibilities

• Work in a fast-paced office environment, assisting clients in-person and/or by telephone.
• Attend paid classroom training with on-the-job training (learning by doing).
• Provide excellent customer service in-person and by phone to individuals and families facing challenging and personal situations.
• Collect and gather information to conduct interviews to make eligibility determinations for Medical Assistance, Nutrition Assistance, and Cash Assistance.
• Complete the application and interview process by entering data on a computer and accessing multiple screens while talking to individuals and families by phone.
• Adhere to agency standards measured by metrics, attendance, service levels, accuracy, and timeliness.

Requirements

• Customer service practices.
• Computer navigation of various software applications, including but not limited to Google Suite or Microsoft.
• Professional written and verbal communication.
• Customer-friendly, empathetic, and patient demeanor.
• Computer experience: typing, navigating, and using multiple computer systems on multiple screens while talking to clients by phone.
• Core math skills, including addition, subtraction, multiplication, and division.
• Ability to evaluate and make appropriate decisions (or determinations).
• Ability to access, maintain, review, and interpret information.
• Ability to work independently as well as interact with others on a team.
• Ability to review and explain eligibility requirements with applicants of diverse backgrounds and guide them to resources as part of the interview process.

Qualifications

The ideal candidate for this position will have:

• One (1) year of experience performing eligibility reviews or one (1) year of customer service experience.
• A High School Diploma or GED.

Pre-Employment Requirements

• If this position requires driving or the use of a vehicle as an essential function, a valid driver’s license is required.
• Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits

• Affordable medical, dental, life, and short-term disability insurance plans.
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans.
• 10 paid holidays per year.
• Paid vacation and sick time.
• Paid Parental Leave—up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child.
• Deferred compensation plan.
• Wellness plans.
• Tuition Reimbursement.
• Stipend Opportunities.
• Infant at Work Program.
• Rideshare and Public Transit Subsidy.
• Career Advancement & Employee Development Opportunities.

State employees are required to participate in the Arizona State Retirement System (ASRS), the State-sponsored retirement contribution plan, and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.