Unemployment Insurance Claims Specialist

About the role

Assist customers with unemployment-insurance (UI) program needs in an inbound call center environment in a timely fashion. Assist customers with re-employment program needs in an inbound call center environment in a timely fashion. Assist business customers with the UI program and any employer-service needs in an inbound call center environment in a timely fashion. Perform various clerical duties and/or support activities working in conjunction with other agency staff and departments towards the Employer Services / UI Services / Re-Employment Services processes. Maintain the required safety and security protocols associated with the responsibilities mentioned above. Support and train UI functions in the American Job Center.

Responsibilities

• Conduct interactions with stakeholders in a professional and courteous manner.
• Respond to inbound inquiries regarding Unemployment Insurance.
• Conduct interviews with various parties and document information received to support the administration of the Unemployment Insurance program.
• Provide general information about the Unemployment Insurance and Re-employment processes.
• Perform various tasks to assist stakeholders with the resolution of problems or concerns related to existing Unemployment Insurance claims, to include but not limited to monetary eligibility, payments, and the filing of appeals.
• Evaluate evidence and testimony for the purpose of adjudicating Unemployment Insurance claims in accordance with applicable statutes and rules.
• Attend meetings and training as required.
• Coordinate with other agency departments as needed including but not limited to: Employer Compliance – Resolution of disputes related to in-state wages reported; Benefit Payment Control – Resolution of potential issues related to identity verification, reported earnings, or new hire investigations; Benefits Administration – Resolution of issues related to child support, alien verification, or federal, military, and out of state wage requests.
• On-site attendance is an essential function of the position, as the role requires direct interaction with staff, clients, and on-site office resources.

Qualifications

Education and Experience requirements at this level require 5 years of experience in employment services, career or vocational guidance and counseling, personnel, recruitment, training, customer services or social services related work; or an equivalent combination of education and experience substituting thirty semester hours from an accredited college or university for 3 years of the required work