867586 - EMPLOYMENT SECURITY REPRESENTATIVE II - 40034163

State of Florida•Tallahassee, FL

6d•Onsite

About The Position

The role of this position is to support contact center agents in their efforts to assist customers in addressing issues related to the State of Florida Re-employment Assistance program. This position is responsible for completing the more complex programmatic functions impacting call center operations.

Requirements

Knowledge of the principles and techniques of effective communication.
Knowledge of reemployment assistance applicable laws, regulations, policies, and procedures.
Skilled in using the Microsoft Office Suite.
Skilled in basic keyboarding.
Ability to prepare e-mail correspondence relating to the re-employment assistance program.
Ability to maintain records relating to the re-employment assistance program.
Ability to communicate effectively.
Ability to establish and maintain effective relationships with others.
Ability to solve problems and make decisions.
Ability to conduct fact-finding regarding re-employment assistance program claim issues.
Ability to deal with the public in a tactful, courteous, and effective manner.
Ability to collect, record, and evaluate data.
Ability to work independently.
Duties and responsibilities of this position must be performed at the official work site of the Department.
As a condition of pre-employment eligibility, a Level 2 security background screening is required, which consists of fingerprinting and a check of local, state, and national law enforcement records.

Nice To Haves

Have at least 6 months of experience in Reemployment Assistance and/or Workforce Services.
Have at least 2 years Call/Contact Center experience.

Responsibilities

Follow regulations, processes, and operating procedures.
Help agents in their efforts to assist claimants in maintaining RA claims including benefit payment requests, fact-finding, and answering questions.
Reviews claimant concerns to determine the best course of action regarding RA determinations and/or issues.
Troubleshoots issues that impact the claimant’s ability to access claim information house in the Re-employment Assistance System (RAS). Resolves referred issues and/or concerns as appropriate.
Investigates claimant concerns regarding the RA Appeal Process.
Handles overflow calls regarding RA claims.
Determines best course of action based on claimant’s needs.
Works in concert with the Benefits Program Supervisor/Analyst-SES on daily assignments and follow ups.
Makes decisions and takes appropriate actions regarding adjudication issues and determinations.
Assist in compiling data to develop reports.

Benefits

State Group Insurance coverage options+ (health, life, dental, vision, and other supplemental option)
Retirement plan options, including employer contributions (www.myfrs.com)
Nine paid holidays and a Personal Holiday each year
Annual and Sick Leave Benefits
Student Loan Forgiveness Program (Eligibility required)
Flexible Spending Accounts
Tuition Fee Waivers (Accepted by major Florida colleges/universities)
Ongoing comprehensive training provided
Career Growth
Highly skilled, professional environment