Claims Processing Supervisor

State of Montana•Billings, MT

1d•Hybrid

About The Position

Lead a public-service team that helps Montana workers and employers get timely, accurate unemployment insurance help when they need it most. As Claims Processing Supervisor, you will help make sure the unemployment insurance program is run fairly, consistently, and in line with state and federal requirements. That program is an economic safety net for communities across Montana. You will develop a skilled team, improve how the work gets done, and grow as a leader in a mission-focused setting that values continuous improvement. MISSION STATEMENT: Empowering all Montanans through work and opportunity. It's about the people and the impact we make in our communities every day. We are proud of our open, team-based, supportive, and collaborative work environments. Learn more about DLI here. POSITION OVERVIEW: The Claims Processing Unit handles core unemployment insurance work for Montana workers and employers, including call-center operations, adjudication, appeals, charging, and monetary determinations. This position leads and directly supervises unit staff and makes sure work is accurate, timely, and compliant with state and federal laws, rules, policies, and performance standards. The supervisor tracks workload, quality, productivity, and customer service. They also hire, train, coach, and evaluate staff, and resolve operational and technology issues. By finding and putting in place practical process improvements, this role supports the division's goals for service quality, program integrity, and responsive public service.

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, ideally in unemployment insurance, benefits administration, or a similar regulatory program.
Experience tracking workload and performance data and using it to improve workflow, quality, and service results.
Experience training, coaching, or developing staff, including giving feedback and handling performance or employee-relations matters.
Strong written and verbal communication skills, with experience explaining complex requirements to diverse audiences and handling confidential information with sound judgment.
Proficiency with Microsoft Outlook and office software, and the ability to learn and use claims-processing systems, databases, and call-center technology.

Nice To Haves

A degree in public administration, business administration, human resources, or a related field may supplement relevant professional experience, but it does not replace demonstrated skills and competencies in the areas listed above.
Equivalent combinations of education and directly related experience will be considered.

Responsibilities

Leads and supervises Claims Processing Unit staff who perform call-center, adjudication, appeals, charging, monetary, and related unemployment insurance functions.
Tracks workload, workflow, production, quality, timeliness, and customer-service results so that unit goals and service standards are met.
Interprets and applies unemployment insurance laws, rules, regulations, policies, and procedures. Explains requirements clearly to staff, claimants, employers, attorneys, and other stakeholders.
Hires, trains, coaches, and evaluates employees. Gives performance feedback and handles employee-relations matters in line with collective-bargaining agreements and agency policy.
Reviews completed work for accuracy, timeliness, and compliance. Sets up internal monitoring methods to measure how well the program is working.
Analyzes program data, customer feedback, and staff input to find workflow issues, recommend solutions, and put sound process changes in place.
Tracks call-center performance and automated call-distribution systems. Adjusts operations to meet service levels and respond to changing call volumes.
Serves as a technical resource for claims-processing systems and internal databases. Troubleshoots problems and coordinates solutions to keep service running without interruption.

Benefits

Work/life balance with hybrid schedules or partial telework may be available within the state of Montana.
38 paid days off a year including vacation, sick leave and holidays.
Military leave: You’ll get up to 15 days of military leave with full pay.
Longevity raises with continuous service, as well as any negotiated market increases and state statutory raises.
Health, dental, vision, life insurance coverage, flexible spending accounts, EAP
Free telehealth and access to free employee medical clinics through our medical plan
Choice between two retirement plans with an employer contribution between 8.73%25 - 9.07%25 of your annual salary. A third optional 457(b) deferred compensation plan is also available.
Public Service Loan Forgiveness- Employment with the State of Montana may qualify you to receive loan forgiveness
Career progression, training opportunities and room for professional growth.
State employee discounts at various businesses across the state.
This position may be covered by a Voluntary Employee Beneficiary Association (VEBA)