The Unemployment Determination Specialist functions as the state expert for screening determinations and filing appeals for our clients. This position acts as a liaison between our customers and state unemployment agencies and is responsible for analyzing and responding to unemployment-related documents within pre-determined time limits.
What you will do
Receive and prioritize claim determinations and other unemployment related data.
Analyze individual case information by reviewing data accessed through the PC, from documented telephone calls or document images, to determine if the facts warrant an appeal.
Using the details regarding an employee's separation provided by the client, interpret and apply state laws and regulations in response to unemployment documents.
File written appeals to a state agency with all pertinent details within the time frame allowed by the state or departmental procedures.
Initiate timely telephone calls, faxes or emails to customers, completed by co-workers, to obtain, document or pass along needed information.
Works as a team with our Unemployment Insurance Consultants to ensure accurate and necessary information retrieved from customers is documented clearly and thoroughly into our database.
Ensures that work is accurate and complete, processed in a timely manner with proper details, spelling and grammar.
Investigates and resolves state agency concerns with supervisor, other departments and/or State Relationship Managers in a timely manner.
Performs any additional functions needed to meet the goals of the department.
Overtime may be required in order to meet state deadlines.
What experience you need
Associate's degree (A.A.) or equivalent from two-year college or technical school; or two years customer service related experience and/or training; or equivalent combination of education and experience.
Previous office experience with an emphasis on organization of work duties and performing job functions independently
Experience dealing with dated material and/or strict adherence to guidelines
2-3 weeks of immediate, mandatory and uninterrupted training are required upon hire
Proficiency with Microsoft Office PC applications including Word and Excel, as well as exposure to G-Suite tools such as Gmail, Google Calendar and Google Chat
Ability to type 35 WPM
What could set you apart
Previous experience with Unemployment Insurance and the Unemployment Claims process
Excellent analytical skills, problem solving and decision making abilities
Excellent interpersonal, oral and written communication skills
Ability to work well within a team
High ethical standards
Ability to handle a high volume of work and work under deadlines
Ability to follow policies and procedures; complete administrative tasks correctly and on time
