Customer Escalation Senior Specialist (Vansant, Agency Employees Only)

Virginia Information Technologies Agency • Vansant, VA

1d • $62,000 • Onsite

About The Position

The Virginia Employment Commission (VEC) is seeking a Customer Escalation Senior Specialist who serves as a program-level subject matter expert responsible for guiding frontline operations, supporting complex decision making, and ensuring high-quality service delivery by providing authoritative direction to escalation staff and determining next steps on escalated Unemployment Insurance cases. This role manages a high volume of escalated inquiries, reviews case documentation, conducts interviews, resolves customer issues, delivers compliant decisions, leads daily workflow, acts as supervisor in charge during absences, supports system navigation, recommends operational improvements, and mentors new and developing staff while ensuring timely, accurate, and customer-focused service across all escalation functions.

Join the VEC and be part of a mission-driven agency dedicated to supporting workers, strengthening communities, and promoting economic stability across the Commonwealth. We administer Virginia’s Unemployment Insurance (UI) benefits program with a commitment to providing customer-centered, accessible, inclusive, and impactful services to support our shared mission: lifting up Virginia, one unemployed worker at a time. The VEC is also an integral part of a historic milestone as Virginia becomes the first state in the South to offer Paid Family and Medical Leave (PFML). Our agency will be responsible for standing up and administering this new program, which will expand the vital support we provide for employees when they need it most.

Requirements

• Knowledge of Unemployment Insurance (UI) programs, eligibility rules, non-separation issue adjudication policies, claim progression, and regulatory requirements.
• Strong understanding of escalation department operations, including case management, timeliness standards, quality standards, and customer experience principles.
• Knowledge of escalation protocols, de-escalation techniques, and conflict resolution strategies.
• Familiarity with CRM systems, VUIS, telephony platforms, knowledge bases, and case management tools.
• Skill in analyzing complex customer issues and determining independent next step decisions.
• Skill in interpreting and explaining policy to frontline staff and customers.
• Skill in coaching, mentoring, and developing staff, including new hires and future supervisors.
• Ability to serve as a subject matter expert across UI, and escalation processes.
• Ability to act as supervisor in charge, manage workflow, and make operational decisions in real time.
• Must be a current employee of the VEC (contract employees are not VEC employees), or possess an active and valid Yellow Card or Blue Card for preferential hiring.
• Must successfully pass a comprehensive background check including an FBI fingerprint background investigation and an Unemployment Insurance (UI) fraud background check.
• Must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work in the US.
• A valid Virginia Driver's License is required to operate a state vehicle or if operating a personal vehicle while conducting business on behalf of the agency.

Nice To Haves

• Advanced knowledge of UI program requirements, including eligibility determination, claims processing workflows, adjudication pathways, and federal/state regulatory compliance.
• Experience working in a customer escalation role serving as a lead, providing resolution to complex scenarios, and responding to customers and stakeholders.

Responsibilities

• Serves as a program-level subject matter expert responsible for guiding frontline operations.
• Supports complex decision making.
• Ensures high-quality service delivery by providing authoritative direction to escalation staff.
• Determines next steps on escalated Unemployment Insurance cases.
• Manages a high volume of escalated inquiries.
• Reviews case documentation.
• Conducts interviews.
• Resolves customer issues.
• Delivers compliant decisions.
• Leads daily workflow.
• Acts as supervisor in charge during absences.
• Supports system navigation.
• Recommends operational improvements.
• Mentors new and developing staff.
• Ensures timely, accurate, and customer-focused service across all escalation functions.

Benefits

• Paid leave
• A minimum of 13 paid state holidays per year
• Medical, dental, vision, and life insurance options
• Retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan for classified positions)
• Federally recognized Public Service Loan Forgiveness (PSLF) employer

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed