What are the responsibilities and job description for the Customer Service Representative I position at Office of the Indiana Attorney General?
About Indiana Unclaimed Property
Each year, millions of dollars in assets are turned over to the Indiana Attorney General's Office as unclaimed property. It's the job of the Attorney General's Unclaimed Property Division to help return these assets to their rightful owners.
Unclaimed property is any financial asset with no activity by its owner for an extended period of time. This includes:
- Dormant bank accounts
- Lost or forgotten uncashed checks
- Stocks or bonds, dividends, and bond interest
- Insurance proceeds
- Utility refunds
- Safe-deposit box contents
Role Overview/Position Summary
TheCustomer Service Representative (CSR) I answers incoming calls, assists callers in setting up claims, and opens and scans the physical mail. They may occasionally assist with other office projects as needed. Attendance is an essential functionofthis position.
A Day in the Life
The essential functions of the position are as follows:
- Answer incoming calls promptly, courteously, and professionally, striving for first call resolution whenever possible
- Educate callers about the claim process and send out the necessary forms
- Route incoming calls to appropriate team members or another division/agency
- Open and scan incoming mail
- Assist the Tangibles Coordinator with archiving
- Respond to constituent emails from the UPD Inbox using the provided canned responses
- Respond to comments on the UPD Facebook page using the provided canned responses
- Review the 1099 report from Kelmar for non-matching name and/or tax IDs and research and correct information when possible
- Process returned mail
- Receive deliveries from USPS, UPS, FedEx
- Assist with greeting visitors at the reception desk
- Perform other duties as assigned or required which are reasonably related to the duties enumerated above
The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.
What You’ll Need for Success
You must meet the following requirements to be considered for employment:
- 2-year college education preferred or equivalent job-related experience
- Previous customer service experience
- High degree of internal motivation. Must be able to work independently and efficiently with attention to detail.
- Active listening skills and the ability to remain professional with challenging callers
- Critical thinking, decision-making, and problems-solving skills
- Ability to quickly pivot attention when new priorities develop
- Project coordination abilities including the ability to meet deadlines and prioritize tasks
- Computer proficiency including MS Excel, Word and data entry.
- Ability to move/lift 20-25 pounds (boxes with records)
Equal Employment Opportunity
The Office of the Indiana Attorney General is an Equal Opportunity Employer and is committed to recruit, select, develop, and promote employees based on individual ability and job performance. Our policy is to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, creed, religion, sex, national origin, ancestry, age, sexual orientation, gender identity, physical or mental disability, or veteran status. We will comply with the spirit as well as the letter of all applicable state and federal laws.
If you are a qualified individual with a disability and require reasonable accommodation in completing this application, you can request assistance by contacting the Office of the Indiana Attorney General Human Resources Division at jobs@atg.in.gov.
The General is an Equal Opportunity Employer and is committed has established a culture that welcomes equity, inclusion, and opportunity for all employees and applicants. We encourage you to apply if you feel you have the transferrable skills to be successful in this position and we look forward to reviewing your application.
Salary : $35,000 - $37,000