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Customer Service Representative

Date Posted:  Dec 29, 2021
Requisition ID:  286955

Indianapolis, IN, US, 46204


Work for Indiana

Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.


At the State of Indiana, we don’t just talk about diversity and inclusion – Our goal is to create a welcoming, accessible, and equitable workplace, with a workforce that is representative of the State of Indiana population. We are proud to be an equal opportunity employer.


About the Professional Licensing Agency: 
The Indiana Professional Licensing Agency is seeking an individual to help protect the health and safety of the citizens of Indiana by providing quality, efficient service to all professional licensees, applicants, and the public. The fundamental purpose of this position is to provide administrative support to the board director, the licensing board/commissions, and to directly supervise the customer service representatives’ projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.


Salar Information:

The base pay for this position is $14.54/hour.

About the Job:

The fundamental purpose of the position is to provide exemplary customer services to Indiana's professional and healthcare workforce by assisting and guiding them through the examination, licensure, certification, and application process. The incumbent analyzes information and makes licensure determinations in conformance with federal and state licensure laws, rules, policies, and procedures. Incumbent’s determinations directly impact an applicant's ability to obtain or maintain a livelihood. Incumbent coordinates with applicants, employers, and agency staff to make intermediate and sometimes complex determinations on the basis of objective and subjective fact finding and analysis. These determinations must meet stringent timeliness and quality standards as set by federal and state policies.

A Day in the Life:

The essential functions of this role are as follows:

1. Assists applicants through the application process for licensure in many of Indiana’s regulated business and healthcare professions and communicates with applicants via extensive telephone, written, and in person interations in a professional customer service-focused manner
2. Makes independent judgment calls as it pertains to application for licensure. Some judgment calls include, but are not limited to reviewing criminal history background checks, education certificates, transcripts, continuing education certificates, inspection reports, probation reports, court documents, and reviewing other legal documents.
3. Weighs evidence and application materials collected and uses judgment in issuing professional licenses by discerning relevance of collected information in the determination, or refering necessary matters to the board or supervisors. The incumbenent also has the ability to determine relevant and dismisses unnecessary information in the decision making process
4. Maintain detailed and extensive knowledge and answers questions related to Indiana license law and administrative code
5. Organizes and prioritizes heavy workload in a manner that enables the agency to meet stringent federal, state and agency standards
6. Make decisions and assess incoming supporting documentation and determine whether applicant has met all requirements for licensure

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.

Reasonable accommodations may be made to enable individuals with disabilities to interview and to perform the essential functions of this role.

What You'll Need for Success:

  • Extensive knowledge of the procedures involved in applying policies, programs and activities of the department as well as working knowledge of other related agency programs and other departments within the same agency.
  • Thorough knowledge of available records and resource material and an ability to trace required information.
  • Thorough knowledge of laws and regulation affecting the division within the agency or institution.
  • Ability to compose technically accurate correspondence and reports using correct grammar, spelling and punctuation.
  • Extensive knowledge of bookkeeping, auditing, and the budgetary process including knowledge of state and federal forms and regulations.
  • Ability to work independently and under pressure.
  • Ability to supervise and instruct others in the efficient management of the agency.
  • Ability to attend to detail and maintain accuracy and confidentiality.
  • Ability to arrange meetings and conferences including the preparation of pre-and post-conference materials.
  • Ability to act in a liaison capacity with staff and representatives of other agencies and departments.

Supervisory Responsibilities/Direct Reports:

This role provides direct supervision for one or more staff members.


Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes: 

  • Three (3) medical plan options (including RX coverage) and vision/dental coverages 
  • Wellness program (offers premiums discount for the medical plan) 
  • Health savings account (includes bi-weekly state contribution) 
  • Deferred compensation account (similar to 401k plan) with employer match 
  • Two (2) fully-funded pension plan options 
  • Group life insurance 
  • Employee assistance program that allows for covered behavioral health visits 
  • Paid vacation, personal and sick time off 
  • Competitive leave policies covering a variety of employee needs 
  • 12 company paid holidays, 14 on election years 
  • Qualified employer for the Public Service Loan Forgiveness Program 
  • New Parent Leave 
  • Free Parking 
  • Free LinkedIn Learning 


Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer.


Current Employee? Click here to apply.

Nearest Major Market: Indianapolis