UI Claims Representative (McAllen)

Full-time - Entry Level

Remote - McAllen, TX

About the position

The UI Claims Representative at the Texas Workforce Commission is responsible for providing customer service related to unemployment insurance claims. This role involves processing claims, responding to inquiries, and ensuring a positive experience for customers. The position requires effective communication skills, data entry capabilities, and the ability to work in a fast-paced environment, with opportunities for teleworking.

Responsibilities

• Processing UI claims over the phone and data entering information into benefit system and databases
• Responding to and resolving routine UI inquiries received both through inbound calls and online callback forms
• Ensuring a positive and exemplary experience with all customers
• Providing accurate, valid, and complete information to customers using the right methods and tools
• Calming upset or emotional customers by providing a composed and professional demeanor
• Identifying and escalating priority issues for resolution
• Documenting all customer contacts and accurately processing documents or pending issues
• Gathering facts and issuing eligibility determinations
• Providing information on unemployment insurance claims provisions, rules, policies, processes, and requirements to claimants and employers
• Researching information in benefit system to address customer inquiries or issues
• Providing information about the appeal process to claimants or employers, as applicable
• Remaining flexible and assisting with additional tasks as needed for the success of the department and division
• Performing other duties as assigned.

Requirements

• Six months of experience in customer service, clerical, call center, or administrative support work
• Bilingual (English and Spanish)
• Ability to type 40 words per minute with minimal errors
• Experience using computers and knowledge of Microsoft Word, Excel, Outlook, and Internet Explorer
• Excellent verbal and written communication skills

Nice-to-haves

• Experience in a government benefits or other benefits/insurance program
• Handling of applications and eligibility determination experience
• Prior customer service and/or call-center experience

Benefits

• Health insurance
• 401(k)
• Paid time off
• Family leave
• Work from home