LICENSING SPECIALIST

Arizona Department of Administration•Phoenix, AZ

4d•$21•Hybrid

About The Position

The Licensing Specialist serves as a Tier-2 point-of-contact for both online and in-person taxpayers contacting the Licensing Call Center. This role is responsible for receiving, maintaining, and processing requests for bonds that are provided via in-person, phone, email, and written correspondence. Additionally, this role is responsible for receiving, maintaining, and processing requests for licenses and tobacco stamp orders for License and Registration, Business One Stop, and Peer to Peer Car Sharing, as needed. This position is full time in office with the possibility to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

Requirements

Knowledge of principles and processes for providing customer and personal services
Knowledge of state tax statutes, laws, regulations, rules, and policies
Strong verbal, written, and active listening skills
Strong customer service skills to include conflict de-escalation and resolution techniques
Strong mathematical skills such as addition, subtraction, multiplication, division, percentage, and averages
Keyboarding/typing at least 40 wpm and 10-key skills
Effective interpersonal skills and demeanor
Effective organization and time management skills with the ability to make measurable progress on several tasks simultaneously and work in high-pressure situations
Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Outlook, Word and Excel; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive
Proficiency in the use of the tax reporting system
Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety
Ability to work a rotating schedule of being in-office and remote work within the state of Arizona
Ability to work with a high degree of autonomy and also participate collaboratively as part of a team
Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
Ability to understand and solve problems by applying basic analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed
Ability to learn and apply LEAN concepts, principles, and tools
Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another

Nice To Haves

Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a High School Diploma (HSD) or General Education Degree (GED), coursework, training, and work experience relevant to the assignment
Minimum of two years experience as a Licensing Coordinator, or related experience
Associates Degree in Business Administration or a related field

Responsibilities

Bonds Processing
Facilitates the processing of requests for construction contractor bonds, annual bond exemptions, and project bonds to include:
Receives and processes requests received by phone, mail, and email
Assists taxpayers with calculating Transaction Privilege bond amount
Maintains basic records for inventory
Inputs application information and issues bonds
Researches and interprets customer records and documentation in order to resolve complex bonds issues and taxpayer complaints
Receives and processes bond cancellations and releases
Licensing and Tobacco Stamp Orders Processing
Facilitates the processing of requests for licensing, tobacco stamp orders and bonds to include:
Receives and processes requests received by phone, mail, and email
Maintains basic records for inventory
Inputs application information, and issues licenses and tobacco stamps
Researches and interprets customer records and documentation in order to resolve complex licensing issues and taxpayer complaints
Customer Service
Serves as the Tier-1 point-of-contact for taxpayers contacting the Licensing Call Center regarding bonds via phone calls, emails, and written (mail) inquiries and manages the bonding related phone line and email box
Serves as the Tier-2 point-of-contact for taxpayers contacting the Licensing Call Center regarding licensing and tobacco stamps via phone calls, emails, and written (mail) inquiries
Administrative Services
Prepare tobacco stamp orders that come in through AZ Step for pickup by FedEx or Brinks
Perform maintenance on accounts per the taxpayer's request
Conduct evaluations and manage assigned workload and services
Provide back-up services to Licensing Coordinators, as needed
Agency/Department Compliance & Continuous Improvement
Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities.
Actively contributes to team and individual effectiveness through the following:
Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated
Completes all required training in a timely manner.
Participates in assigned work teams as appropriate.
May complete periodic metrics, projects, huddle boards and reports as requested.
Prepares for and actively participates in 1:1 coaching with supervisor
Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS); and provides recommendations for process improvement, and engages in continuous improvement efforts as assigned.

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
Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
Sick time accrued at 3.70 hours bi-weekly
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
Deferred compensation plan
Wellness plans
Tuition Reimbursement
Stipend Opportunities
Infant at Work Program
Rideshare and Public Transit Subsidy
Career Advancement & Employee Development Opportunities
Flexible schedules to create a work/life balance