879984 - EMPLOYMENT SECURITY REPRESENTATIVE II - 40034163 1

State of Florida•Tallahassee, FL

1d•$34,435 - $36,157•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. The Work You Will Do: As a member of the Reemployment Assistance Contact Center, the Employment Security Representative I will provide quality customer service using a variety of customer service delivery methods through daily interaction on the phone, safeguarding confidential information, and using the Reconnect system to support Reemployment Assistance (RA) claimants and other callers. This includes processing initial or additional claims filed online, assessing claims, reviewing supporting documentation, providing claim status information, and making decisions. The position requires extensive knowledge of RA laws and rules, and the incumbent is responsible for several complex programmatic functions performed within the processes of the RA Program. The Difference You Will Make: In this position, you will interact with RA claimants and the general public seeking assistance about RA as it relates to them. FloridaCommerce is a fast-paced work environment in which critical thinking and prioritizing are a must. How You Will Grow: FloridaCommerce encourages its employees to constantly innovate and seek efficiencies. Trainings are made available throughout the year and on request with the Office of Training and Development within the Bureau of Human Resource Management. In accordance with our Vision and Mission, the employee: Furthers Florida’s economic vision by providing support that enhances the economy and develops, safe, and healthy communities. Meets customer/client expectations with an emphasis on responsiveness, quality, quantity, and timeliness of work. Provides information clearly, accurately, and succinctly; and exhibits good listening skills. Works collaboratively to optimize the effectiveness of FloridaCommerce’s available resources and tools. Uses knowledge acquired through education, training, or experience to complete tasks. These expectations are for all our employees, and you will be expected to model these as a leader. We believe in supporting and encouraging you as you take on important and often complex projects while offering you the opportunity to gain valuable experience.

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.
Ability to plan, organize, and coordinate work assignments.
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.
Duties and responsibilities of this position must be performed at the official work site of the Department.

Nice To Haves

Have at least 6 months of Reemployment Assistance and/or Workforce Services experience.
Have at least 1 year of Call/Contact Center experience.
Recently graduated or current college student.

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 housed 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 take appropriate actions regarding adjudication issues and determinations.
Assist in compiling data to develop reports.
Performs other related duties as required.
Provide quality customer service using a variety of customer service delivery methods through daily interaction on the phone, safeguarding confidential information, and using the Reconnect system to support Reemployment Assistance (RA) claimants and other callers.
Processing initial or additional claims filed online, assessing claims, reviewing supporting documentation, providing claim status information, and making decisions.

Benefits

State Group Insurance coverage options+ (health, life, dental, vision, and other supplemental option)
Retirement plan options, including employer contributions
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
relocation benefits are not available for this position