Client Specialist

Amynta Group•Syracuse, NY

About The Position

The Client Specialist professionally corresponds with clients to obtain or discuss information needed to process unemployment claim-related documents in a timely and efficient manner. The role handles incoming mail and faxes, prepares and organizes documents for scanning and data entry, applies due dates, and prioritizes claim-system work according to departmental procedures. It also contacts and educates clients about documentation and unemployment claim processes, imports correspondence into claim records, and maintains complete records of communications with clients and state unemployment agencies. The position requires maintaining knowledge of state laws and rules relating to unemployment claims and benefit eligibility, supporting coworkers with questions and workload as needed, and communicating professionally with clients, coworkers, and state representatives. The Client Specialist answers the UI Helpline/State Call Line on scheduled days and works with the Account Executive to maintain accurate client contact information in Sage CRM. The role also requires following procedures for the claim system, imaging, Outlook, Sage CRM, and other company systems.

Requirements

High school diploma or GED and two years of work experience and/or training, or an equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to present information effectively and respond to questions from managers, clients, customers, and the general public.
Ability to calculate figures and amounts including discounts, interest, commissions, proportions, percentages, area, circumference, and volume, and to apply basic algebra and geometry.
Ability to follow detailed but uninvolved written or oral instructions and handle problems involving a few concrete variables in standardized situations.
Ability to perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.

Nice To Haves

Associate’s degree.

Responsibilities

Open incoming mail and sort it according to state and document type.
Prepare received documents for data entry and scanning by sorting them categorically and assigning due dates as applicable.
Apply correct due dates to scanned batches on a daily basis as assigned.
Prioritize and organize claim-system work according to due dates and departmental procedures.
Contact clients, following established procedures, to request information needed for claim-related documents and requests.
Import correspondence received by fax or email into the appropriate claim records.
Prepare claim-related documents and other requests with the information and documentation needed for timely, efficient processing.
Educate and coach clients on effective documentation procedures and successful protesting of unemployment-related documents.
Maintain accurate and complete claim-system records of conversations with clients and state unemployment agencies about unemployment issues.
Maintain current understanding of state laws and rules regarding unemployment claims processing and benefit eligibility.
Assist coworkers with questions concerning Unemployment Insurance law and help complete their work as needed or requested.
Communicate effectively and professionally with coworkers, state representatives, and clients.
Sort incoming faxes and answer the UI Helpline/State Call Line on scheduled days.
Work with the Account Executive to maintain accurate, up-to-date contact information in Sage CRM.
Maintain understanding of and follow procedures for the claim system, imaging, Outlook, Sage CRM, and other company computer systems.
Perform other tasks and duties as requested by supervisors, Account Executives, and clients.