Claims Processing Supervisor

State of Montana•Billings, MT

11h

About The Position

The Claims Processing Supervisor leads and directly supervises staff in Montana’s Claims Processing Unit, which handles unemployment insurance work including call-center operations, adjudication, appeals, charging, and monetary determinations. The supervisor ensures work is accurate, timely, and compliant with state and federal laws, rules, policies, and performance standards. The role tracks workload, workflow, productivity, quality, timeliness, and customer-service results; hires, trains, coaches, and evaluates employees; and addresses operational, employee-relations, and technology issues. The supervisor interprets and applies unemployment insurance requirements, explains them to staff and stakeholders, reviews work, and establishes internal monitoring methods. Using program data, customer feedback, and staff input, the supervisor identifies and implements practical process improvements that support service quality, program integrity, and responsive public service. Employees must reside in Montana. Hybrid schedules or partial telework may be available within the state.

Requirements

Demonstrated experience leading or supervising teams in a setting where accuracy, timeliness, customer service, and compliance with laws, rules, or policies are central responsibilities.
Experience interpreting and applying laws, regulations, policies, or procedures to complex cases; unemployment insurance, benefits administration, or a similar regulatory program is preferred.
Experience tracking workload and performance data and using it to improve workflow, quality, and service results.
Experience training, coaching, or developing staff, including providing feedback and handling performance or employee-relations matters.
Strong written and verbal communication skills, including explaining complex requirements to diverse audiences.
Ability to handle confidential information with sound judgment.
Proficiency with Microsoft Outlook and office software, and ability to learn and use claims-processing systems, databases, and call-center technology.
Ability to reside in Montana.

Nice To Haves

Experience in unemployment insurance, benefits administration, or a similar regulatory program.
A degree in public administration, business administration, human resources, or a related field may supplement relevant professional experience.

Responsibilities

Lead and supervise staff performing call-center, adjudication, appeals, charging, monetary, and related unemployment insurance functions.
Track workload, workflow, production, quality, timeliness, and customer-service results to meet unit goals and service standards.
Interpret and apply unemployment insurance laws, rules, regulations, policies, and procedures, and explain requirements to staff, claimants, employers, attorneys, and other stakeholders.
Hire, train, coach, and evaluate employees; provide performance feedback and address employee-relations matters in accordance with collective-bargaining agreements and agency policy.
Review completed work for accuracy, timeliness, and compliance, and establish internal monitoring methods to measure program performance.
Analyze program data, customer feedback, and staff input to identify workflow issues, recommend solutions, and implement process improvements.
Track call-center performance and automated call-distribution systems, adjusting operations to meet service levels and changing call volumes.
Serve as a technical resource for claims-processing systems and internal databases, troubleshoot problems, and coordinate solutions to maintain service.
Research training needs, develop lesson plans, and deliver instruction to build staff skills and confidence.

Benefits

Work/life balance; hybrid schedules or partial telework may be available within Montana.
38 paid days off a year, including vacation, sick leave, and holidays.
Up to 15 days of military leave with full pay.
Longevity raises with continuous service, as well as negotiated market increases and state statutory raises.
Health, dental, vision, and life insurance coverage.
Flexible spending accounts and an employee assistance program (EAP).
Free telehealth and access to free employee medical clinics through the medical plan.
Choice between two retirement plans with an employer contribution of 8.73%–9.07% of annual salary; an optional 457(b) deferred compensation plan is also available.
Potential eligibility for Public Service Loan Forgiveness.
Career progression, training opportunities, and room for professional growth.
State employee discounts at various businesses across Montana.
The position may be covered by a Voluntary Employee Beneficiary Association (VEBA).