Claims Consultant at Equifax Inc. in St. Louis, Missouri

Job Description:

The Unemployment Insurance Consultant contacts clients to review unemployment cases and gain unemployment details. Screen unemployment documents and write detailed letters to the unemployment state agency. Analyze and review unemployment laws as needed for each case. Consult with clients for how to improve their unemployment program and provide support when needed for unemployment claim responses. Acts as the client main point of contact for unemployment needs.

What you'll do

• Provide excellent customer service by establishing a rapport with clients and the state agencies.
• Receive and prioritize claim responses, questionnaires, determinations and other unemployment related data
• Analyze individual case information by reviewing data from the investigative telephone calls, client provide or document images, to determine if the facts warrant a response.
• Using the details regarding an employee's separation provided by the client, interpret and apply state laws and regulations in response to unemployment documents.
• Respond to a customer or state agency with all pertinent details within the time frame allowed by the state or departmental procedures.
• Determine best course of response to send to client for request based on SLA's with clients, state instructed deadlines and internal practices.
• Initiate timely telephone calls, faxes or emails to the customer to obtain, document or pass along needed information.
• Investigates and resolves any client concerns with supervisor, other departments and/or Account Managers.

• 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. Bachelor's degree preferred.
• Previous office experience with an emphasis on customer service, organization of work duties and performing job functions independently
• Experience dealing with dated material and/or strict adherence to deadlines

• Proficiency with Google Suite or equivalent
• Previous experience or familiarity with Unemployment Insurance and the Unemployment Claims process
• Customer service and/or direct client communication experience