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Job: Call Center Eligibility Interviewer 2(Job Id 34868)

This posting has expired and is no longer available.

Job Description

12/15/2017 02/21/2018
PHOENIX 14.86-0.00


Department of Economic Security

Providing Opportunity, Assistance and Care for Arizonans in need!

Call Center Eligibility Interviewer 2

Division of Benefits and Medical Eligibility (DBME)

Maricopa County - Call Centers

515 N. 51st Avenue, Phoenix, AZ 85043

8800 N. 22nd Avenue, Phoenix, AZ  85021 

Opening: Multiple


PLEASE NOTE: This announcement is open until enough resumes are received. Interested applicants should apply for this position if they feel that they are qualified as quickly as possible to ensure a timely application.


The Division of Benefits and Medical Eligibility (DBME) is seeking a detail oriented and highly motivated individuals to join our team as an Eligibility Interviewer for our high volume inbound call center.  We have two locations in the Phoenix Metropolitan area, near I-17 and Dunlap on 22nd Avenue and a south location near I-10 West and 51st Avenue.  Call Center Eligibility Interviewers are responsible for receiving inbound phone calls and providing quality customer service during a phone interview while entering data into computer screens to complete the benefit determination process for, Nutrition Assistance/Food Stamps, Medical Assistance and Temporary Assistance for Needy Families (TANF) formerly known as Cash Assistance.  Must be available for an 8 hour shift Monday through Friday between the hours of 6:00 a.m. to 6:00 p.m.  Training on programs are provided.



-          Answer inbound calls and provide excellent customer service  

-          Enter data into a computer while talking with customers

-          Respectfully address and resolve customer concerns

-          Interpret federal, state and agency statutes, rules and regulations; provide clear information regarding eligibility requirements

-          Meet call center timeframes and accuracy standards


             Knowledge of:

-          Internet, Outlook, Microsoft Office Word, interviewing techniques.  

Skill in:

-          Handling inbound calls, conducting phone interviews, gathering information while providing excellent customer service;  typing with moderate speed and accuracy.  

Ability to:

-          Be flexible, multi-task, attend required training; apply basic mathematical skills;  develop and maintain effective working relationships with both internal and external clients, including other state agencies and community resources; work at least 40 hours per week and provide support to the team or department; provide proof of obtaining a High school diploma or GED.


-          At least 6 months of customer service work experience in a call center. Sixty (60) semester hours applicable towards an Associates or Bachelor degree from an accredited college or university in behavioral or social science, psychology, business administration or a closely related field may substitute for 6 months of the work experience.


-        Have a current, valid Arizona State issued driver’s license appropriate to the assignment. Employee is subject to driver’s license record checks and must maintain an acceptable driving record, valid motor vehicle insurance and registration, and must complete any required training (see Arizona Administrative Code R2-10-207.12).

-        Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all newly hired State employees

-        Be subject to a search of Child Protective Services Central Registry Physical

-        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


Travel is required for training and meetings, which may require an overnight stay


 The Department of Economic Security 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


Positions in this classification participate in the Arizona State Retirement System (ASRS). 

Please note, enrollment eligibility will become effective after 27 weeks of employment.


If you have any questions please feel free to contact Lester at [email protected] or 602-771-2902 for assistance.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting Lester Robinson at 602-771-2902. Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.



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