Customer Escalation Specialist
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About The Position
The Customer Escalation Specialist serves as an Ombudsman to resolve escalated claims, responding to inquiries, mediating problem resolution, and initiating corrective action to address unemployment insurance (UI) benefits issues. This role involves utilizing informal dispute resolution techniques to respond to inquiries and complaints, providing technical assistance and educational outreach, and ensuring quality and timely customer service. The specialist identifies, prioritizes, resolves, and reports escalated cases that implicate barriers to UI access. Additionally, the position requires researching, analyzing, documenting, and processing UI claims, reviewing documentation, systems, reports, and accounts, and rendering basic non-monetary determinations concerning UI eligibility and qualification. The specialist also provides supplemental support to other UI units and works on special projects to enhance quality assurance and performance.
