Temporary Claims Examiner II

State of Montana•Helena, MT

1d•Hybrid

About The Position

Join a team that makes a meaningful difference in the lives of Montana workers and employers. As a Temporary Claims Examiner, you help ensure fair, timely, and accurate access to Unemployment Insurance benefits while guiding individuals through complex and often stressful situations. This role supports lawful and efficient program operations and offers a strong foundation for developing expertise in public service, policy application, and customer-focused problem solving. MISSION STATEMENT: Empowering all Montanans through work and opportunity. It's about the people and the impact we make in our communities every day. We are proud of our open, team-based, supportive, and collaborative work environments. Learn more about DLI here. POSITION OVERVIEW: Join a team that makes a meaningful difference in the lives of Montana workers and employers. As a Temporary Claims Examiner, you help ensure fair, timely, and accurate access to Unemployment Insurance benefits while guiding individuals through complex and often stressful situations. This role supports lawful and efficient program operations and offers a strong foundation for developing expertise in public service, policy application, and customer-focused problem solving.

Requirements

Demonstrated experience providing customer service in fast-paced environments that require problem solving, clear communication, and attention to detail.
Experience explaining policies, procedures, or technical information to customers or stakeholders with varying levels of understanding.
Experience managing multiple tasks or cases simultaneously while meeting deadlines and quality expectations.
Experience gathering, verifying, and documenting information accurately in support of decisions or service delivery.
Proficiency with standard office technology (e.g., email, calendars, word processing) and the ability to learn new systems or case management tools.
Customer service and conflict management: Provide responsive, respectful service and manage difficult or emotionally charged interactions with professionalism and empathy.
Clear communication: Explain complex policies and processes in plain language, both verbally and in writing, to diverse audiences.
Time management and organization: Prioritize competing tasks, manage a personal workload, and consistently meet deadlines and performance standards.
Policy application and learning agility: Learn, interpret, and apply UI policies, procedures, and systems across a variety of claim scenarios.
Objectivity and professional judgment: Maintain neutrality and apply laws, rules, and policies consistently and without bias.

Nice To Haves

A degree in business, public administration, communications, or a related field may supplement relevant professional experience but is not a substitute for demonstrated skills and competencies in the areas noted above.
Equivalent combinations of education and directly related experience will be considered.

Responsibilities

Explain UI processes: Communicate Unemployment Insurance laws, rules, and procedures clearly and professionally to claimants, employers, and stakeholders.
Resolve claim issues: Troubleshoot eligibility questions, payment concerns, and system or process-related issues to support timely outcomes.
Guide customers through claims: Assist with filing and reopening claims, responding to information requests, and understanding deadlines and requirements.
Deliver multi-channel service: Respond to inquiries via phone, email, correspondence, and virtual platforms, adapting communication to diverse audiences.
Present program information: Provide clear explanations of UI processes, requirements, and timelines to individuals.
Manage caseload and workflow: Organize and prioritize work to meet established timeliness, accuracy, and quality standards.
Apply program knowledge: Learn and maintain current understanding of UI functions, including claims intake, fact-finding, and documentation practices.
Gather and document information: Collect, verify, and record information from claimants, employers, and third parties to support accurate, compliant decisions.

Benefits

Work/life balance with hybrid schedules or partial telework may be available within the state of Montana.
38 paid days off a year including vacation, sick leave and holidays.
Military leave: You’ll get up to 15 days of military leave with full pay.
Longevity raises with continuous service, as well as any negotiated market increases and state statutory raises.
Health, dental, vision, life insurance coverage, flexible spending accounts, EAP
Free telehealth and access to free employee medical clinics through our medical plan
Choice between two retirement plans with an employer contribution between 8.73%25 - 9.07%25 of your annual salary. A third optional 457(b) deferred compensation plan is also available.
Public Service Loan Forgiveness- Employment with the State of Montana may qualify you to receive loan forgiveness
Career progression, training opportunities and room for professional growth.
State employee discounts at various businesses across the state.
This position may be covered by a Voluntary Employee Beneficiary Association (VEBA)