ES UI Benefits Technician - Permanent: Telework
- State of Washington Employment Security Department
- Remote
- About 1 month ago
Job Description
Description
As a UI Benefit Technician you will support Employment Security Department’s mission and vision of providing Washington’s workers equitable access to programs that contribute to economic security by providing professional duties related to Unemployment Insurance (UI) programs and services. You will provide direct customer service support for Unemployment Insurance services for all claim types including, providing 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, clarifying information, researching issues, and providing solutions in a professional, courteous, and timely manner. These are full-time permanent positions that are primarily telework 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 assist claimants with the process of applying for Unemployment Insurance benefits including helping them understand how to navigate eServices and providing guidance regarding what information is required to file a claim and receive benefits. You'll apply complex laws and policies, rules, regulations, and procedures applicable to the unemployment insurance program. Implementing solutions and/or escalating unresolved problems and communicating results to the customer and/or employer.
Some of what you will do:
- Resolve complex problems by clarifying issues, researching, and exploring answers and alternative solutions.
- Assist claimants with filing all types of claims.
- Assist employers navigate the eServices and provide guidance related to how the unemployment insurance program works.
- 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.
- Conduct telephone interviews, review and obtain work history and verify earnings and hours in order for you to process timely unemployment insurance claims.
- Answer questions from claimants regarding procedures, laws, and policies with respect to unemployment insurance.
- Handle complaint calls from claimants and, if necessary, escalate to appropriate level.
- Ensure that limited English proficient clients receive properly translated forms and translation services from interpreters.
- Ensure claimants needing special assistance in accessing Unemployment Insurance benefits are appropriately accommodated.
Qualifications
Required:
Two (2) years of experience providing customer service such as assistance to clients and/or customers regarding inquiries, concerns or problems.
Additional Requirements 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.
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 or 564-200-2475 the Talent Acquisition Team, at [email protected] 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.