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.

• 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

• 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
• High level of professionalism
• Self-motivated with high level of initiative