Description

• 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