Customer Service Representative I

Office of the Indiana Attorney General•Greenwood, IN

4d•Onsite

About The Position

For more than 165 years, the Office of the Indiana Attorney General (OAG) has been committed to serving the best interests of the State and all Hoosiers. OAG employees have earned an outstanding reputation for meeting the highest professional standards, providing great service, and demonstrating courageous leadership and commitment to excellence to the people of Indiana. If you share our determination to make Indiana a better place to live and work, we invite you to join over 400 of the very best employees and seek a career with the Office of the Indiana Attorney General. Description 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 The Customer 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 function of this position.

Requirements

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)

Responsibilities

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