Hearing Analyst

Thomas and Company•Nashville, TN

About The Position

The position of the Hearing Analyst serves as a subject matter expert in unemployment law, rules and regulations, and functions as a liaison between T&C clients and state agencies. This position provides consultation and advice to clients throughout the unemployment appeals process.

Requirements

Must be proficient in MS Office Suite, Outlook, TNC Application for WOTC and WOTC Tracking System.
College degree required or equivalent work experience.
2+ years of unemployment experience.
Must be familiar with unemployment concepts, practices, and procedures within their job role.
Ability to take initiative and work independently with little supervision.
Define priorities and handle multiple tasks and projects.
Adaptable; able to change focus quickly.
Ability to handle sensitive and confidential information appropriately.
Excellent written and verbal communication skills.
Professional demeanor with the ability to interact tactfully.
Ability to maintain positive working relationships with clients, peers, team members and leadership.
Ability to deal with stressful situations to achieve desired business results.
Strong detail orientation, organizational, analytical and time management skills.
Must have the ability to be punctual and maintain excellent attendance.

Responsibilities

Serve as subject matter expert in unemployment law, rules and regulations, and functions as a liaison between T&C clients and state agencies.
Provide consultation and advice to clients throughout the unemployment appeals process.
Receive and process incoming unemployment hearings within 24 hours of receipt.
Analyze and review each hearing for issues.
Escalate problem hearings and field client concerns to management.
Review file for adequate documentation and reach out to client to gather more information if necessary.
Timely submission of documentation.
Make timely follow-up attempts to clients.
Timely submission of contact information for telephone hearings.
Provide phone consultation/prep calls to clients as necessary.
Review and process incoming unemployment hearing decisions within 48 hours of receipt.
Must be able to timely file all appeals to Board of Review/Commission.
Must be able to obtain client hearing representation using TNC network when needed.
Utilize Hearings Queue to organize and filter work.
Document all hearing activity in TNC Claims Management System.
Respond to all client inquiries within 4 hours of receipt.
Engage Internal and External clients in a professional and courteous manner.
Answer calls through the Hearing Queue and address questions and/or direct.
Identifies and resolves problems in a timely manner and gathers and analyzes information skill fully.
Maintains confidentiality, remains open to other's ideas, and exhibits willingness to try new things.
Prioritizes and plans work activities, uses time efficiently and develops realistic plans.
Individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
Adapts to changes in the work environment, manages competing demands and can deal with frequent change, delays or unexpected events.