Description

As a UI Benefit Specialist within the Claims Center environment, you will provide customer service related to Unemployment Insurance (UI) that encompass a wide range of tasks supporting UI service for all claim types, including our most complex intake work in a manner that ensures equitable access, accuracy, and timely UI benefits. You will provide direct customer service support for Unemployment Insurance services for all claim types. You provide excellent customer service on a large volume of inbound and outbound customer contacts via phone, email, chat or other media in a timely and accurate manner. Identifying customers’ needs, clarify information, research issues and provide solutions in a professional, courteous and timely manner. These are full-time/permanent positions that are primarily telework (remote) but may need to go into the office for occasional meetings or events.

We encourage those who fluently read, write, and speak in other language(s) in addition to English to apply.

NOTE: These positions are located within the Claims Center Enterprise and may be connected to Lacey or Spokane.

Duties

You will resolve complex problems by clarifying issues, researching and exploring answers and alternative solutions and implementing solutions, escalating unresolved problems and communicating results to the customer and/or employer. Assisting claimants with the process of applying for Unemployment Insurance benefits, including helping to understand how to navigate eServices and providing guidance regarding what information is required to file a claim and receive benefits. You will identify customers’ needs, clarify information, research issues and provide solutions in a professional, courteous and timely manner.

Some of what you will do:

• Answer a large volume of incoming calls.
• Interview, review documents and process financial information to determine initial eligibility and monetary determinations.
• Obtain and analyze necessary data such as wage information.
• Detect discrepancies and clarify data through telephonic and electronic inquiries, correspondence, and interviews.
• Recognize and re-calculate incorrect payments of unemployment insurance benefits and establish overpayments.
• Process all case actions in accordance with Federal law, State law and ESD policies and procedures.
• Communicate reporting requirements, benefits, and eligibility rights to claimants, employers, and third parties.
• Ensure claimants needing special assistance in accessing Unemployment Insurance benefits are appropriately accommodated.
• Ensure that limited English proficient clients receive properly translated forms and translation services from interpreters.
• Handle complaint calls from claimants and, if necessary, escalate to appropriate level.

For a full description of duties, please click here to request from recruiter: PDF Request

Qualifications

What you bring:
Six (6) months as a Benefit Technician or in an equivalent class within the Employment Security Department, or in another state's Employment Security agency.

OR: An Associate’s degree in social science, business administration, public administration, or related field.

OR: Two (2) years of experience providing customer service such as assistance to clients and/or customers regarding inquiries, complaints or problems.

Additional Requirement of Employment:

• Must be able to pass an Unemployment Insurance (UI) Claim & Benefit Information Review.
• If selected, you may be required to pick up your assigned equipment in Olympia or Spokane while practicing safety precautions.
• These positions require hardwired cable access to stable and consistent high-speed internet service. Internet services that provide data in batches such as satellite internet and cellular hot-spots are not compatible with our Claims Center phone system.
• Internet speeds of 30mbps download and 2mbps upload, to test your internet speed please go to: www.speedtest.net.
  

Please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy.

Submit your Cover Letter and Resume with your Online Application through the "Add Attachments" field. A resume will not substitute for the "work experience" section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.

Supplemental Information

Our agency's mission and values drive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.

Opportunity for All
We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.

If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Jeanette Nelson 564-200-2475 the Talent Acquisition Team, or Washington Relay Service 711. If you are having technical difficulties creating, accessing, or completing your application, please contact [email protected] or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.