Customer Contact Center Representative
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About The Position
This is an onsite position that reports to the Customer Contact Center located at 1028 Sykes Boulevard, Vansant VA. This is not a remote work position. Working in a fast paced Call Center, professionally respond to calls and e-mail requests from claimants, employers, staff, the public and other interested parties regarding unemployment insurance (UI) benefits and other related services (e.g., job service and training) in accordance with established guidelines. Utilize appropriate systems guides, interview techniques, and established protocol to obtain necessary information, determine claim type and program code, and complete claims process so that 'first pay' and timeliness goals are met and claimants receive entitled benefits. Extensively use automated systems to review, enter, update and report claim information, which is used for reporting, case management, quality control, adjudication and tracking purposes. Follow established protocol to take statements, key information from claimants and employers, and prepare and process documents, which are used to adjudicate claims and make accurate determinations. Follow up with claimants and employers through phone calls or e-mail to obtain necessary information to process claims timely and efficiently. Complete training to address various claim types and understand business functions. Provide supplemental support to the Agency's Emergency Response Line during emergencies; participate in test case scenarios; and answer overflow volume from local offices as assigned.
