Unemployment Claims Specialist - Senior (Finance)

Deliver exceptional service to both clients and state agents, consistently meeting production goals and deadlines.

What you'll do

Receive and prioritize claims, questionnaires, initial decisions, and other unemployment-related data.

Analyze individual case information by reviewing data accessed through the computer, from documented telephone calls 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 state agencies with all pertinent details within the timeframe allowed by state or departmental procedures. Ensure work is accurate, complete, and processed in a timely manner with proper spelling and grammar.

Initiate timely telephone calls, faxes, or emails to customers to document or relay needed information. Verify and analyze client information stored on the computer prior to calling the client to ensure each call is focused, complete, and customer satisfaction is achieved. Document details of client calls while on the phone, inputting information directly into the computer via keyboard for future review.

Utilize the Noble phone system to be available to receive incoming SARC and client phone calls.

Adhere to clients' service level agreements, investigate and resolve any client concerns with supervisors, other departments, and/or Account Managers in a timely manner.

Perform any additional functions needed to meet the goals of the department.

Overtime may be necessary in order to meet state deadlines.

What experience you need

• Proven experience in a customer-facing role, with a strong ability to build rapport and maintain positive relationships with diverse clients and state agencies.
• Experience managing a high volume of cases in a production-oriented environment, consistently meeting strict deadlines and service level agreements (SLAs).
• Proficiency in data analysis and documentation, with keen attention to detail to ensure accuracy and compliance in all claim responses.
• Proficiency with desktop PC operating systems (e.g., Windows).
• Strong working knowledge of web browsers, specifically Google Chrome.
• Experience utilizing internet-based phone systems (VoIP) for client and agency communication.

What could set you apart

• Demonstrated understanding of unemployment insurance laws, regulations, and claims processing procedures.
• Track record of effectively managing the entire unemployment claims lifecycle, from initial claim filing and investigation through to initial determination.