UC Customer Service Representative II
About The Position
The Vermont Department of Labor is looking for an experienced customer service representative to join the Unemployment Insurance team. The Unemployment Insurance Customer Service Representative II provides specialized, professional level work involving interviewing of claimants by telephone for unemployment benefits. Duties include conducting initial and subsequent assessment of individual needs; persuading claimants to accept referrals to Career Resource Centers for reemployment services; investigation and resolution of eligibility issues and applies adjustments to individual cases as needed. Employees in this class may train new staff and may be assigned independent projects in special program claims work including, but not limited to unemployment compensation for former service personnel, unemployment compensation for Federal employees, combined wage claims, short term compensation claims, Trade Readjustment Act and disaster unemployment assistance. Customer Service Representatives must be able to work in stressful and sometimes emotional situations and treat the public with sensitivity, fairness, and tact. This position is on-site, Monday through Friday with occasional overtime. There are no hybrid or remote working arrangements available for this position.
Requirements
- Three (3) years or more of direct customer service experience, program administration support, interpreting and applying rules and guidelines, or records management INCLUDING experience in data entry or computer technology.
- One (1) year as a UC Customer Service Representative I.
Responsibilities
- Interviewing of claimants by telephone for unemployment benefits.
- Conducting initial and subsequent assessment of individual needs.
- Persuading claimants to accept referrals to Career Resource Centers for reemployment services.
- Investigation and resolution of eligibility issues and applies adjustments to individual cases as needed.
- Training new staff.
- Assigned independent projects in special program claims work including, but not limited to unemployment compensation for former service personnel, unemployment compensation for Federal employees, combined wage claims, short term compensation claims, Trade Readjustment Act and disaster unemployment assistance.
Benefits
- 80% State paid medical premium
- Dental plan at no cost for employees and their families
- 11 paid holidays each year
- Generous leave plan
- State Paid Family and Medical Leave Insurance (FMLI)
- State defined benefit pension plan
- Deferred compensation 457(b) plan
- Tuition Reimbursement
- Flexible spending healthcare and childcare reimbursement accounts
- Low cost group life insurance
- Incentive-based Wellness Program
- Qualified Employer for Public Service Student Loan Forgiveness Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
