Address:  1700 W. Washington St.

Salary Range: $24.00 -$27.00 hourly

Grade: 18

The Customer Service Unit Supervisor serves as the lead for the Uniform Commercial Code (UCC) Unit within the Secretary of State's Business Services Division. This role is responsible for overseeing the intake, processing, and retrieval of UCC financing statements, federal and state tax liens, and related filings. The supervisor manages a team dedicated to assisting customers with UCC filings, ensuring compliance with state statutes, and maintaining high standards of service delivery, accuracy, and timeliness.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Direct and supervise administrative support staff within the UCC unit and other business services areas as needed. Oversee the accuracy and timely completion of filings, amendments and lien searches. Ensure staff are proficient in UCC procedures and customer service protocols.

Provide training, coaching, and performance evaluations.

Monitor unit performance and implement process improvements to enhance efficiency and service quality. Audit filings and customer interactions for accuracy and completeness.

Oversee phone, email, and online inquiries from UCC customers.

Resolve escalated issues and ensure high-quality service delivery.

Knowledge:

- Understanding of UCC filing requirements, terminology, and legal implications, including finance statements, liens and amendments.
- Familiarity with relevant state laws governing commercial filings and public records.
- Best practices in customer service delivery, complaint resolution, and service quality standards
- Understanding of document retention policies and schedules
- Awareness of the structure and functions of state agencies.

Skills:

- Ability to lead, motivate and manage a team. Conduct performance evaluations; provide coaching and development
- Strong verbal and written communication skills for interacting with staff, and customers
- Skilled in identifying issues, analyzing root causes, and implementing effective solutions.
- Competence in using UCC filing systems, databases, and Microsoft Office Suite (Word, Excel, Outlook).
- Ability to prioritize tasks, manage deadlines, and oversee multiple workflows simultaneously.
- Capable of designing and delivering training programs for new and existing staff.

Abilities:

- Ability to read, interpret, and apply complex legal and procedural guidelines accurately.
- Handle sensitive information with discretion and in accordance with legal and ethical standards.
- Flexibility to adjust to evolving policies, technologies, and customer needs.
- Foster positive working relationships with internal teams, external partners, and the public.
- Maintain high standards for data integrity, document accuracy, and regulatory compliance

4 years customer service experience/supervisory experience a plus

Valid AZ driver license.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.