Unemployment Benefits Specialist

Paychex•West Palm Beach, FL

About The Position

Provide client support by educating clients on the unemployment claim process, processing unemployment documents, conducting research, and ensuring accurate and timely information is provided to state agencies. The specialist handles unemployment claim matters across all 50 states and supports client satisfaction, retention, and departmental service goals. The role includes daily client communication about claimant separation reasons, gathering information and supporting documentation for state requests, and advising clients on best practices for managing unemployment claim benefits. It also requires completing forms accurately in accordance with state-specific regulations, tracking deadlines and required contacts, maintaining basic product and regulatory knowledge, responding to less complex escalations, and participating in projects that improve client satisfaction, products, departmental knowledge, and efficiency.

Requirements

2 years of experience in customer service.

Nice To Haves

Associate's degree preferred.

Responsibilities

Communicate with clients daily to discuss claimant separation reasons.
Gather information and supporting documentation to respond to state requests and educate clients on best practices for managing unemployment claim benefits.
Process unemployment claims-related matters in all 50 states, completing forms with detailed and accurate separation information in accordance with state-specific regulations.
Use established tracking mechanisms to ensure clients are contacted and state responses are completed within required timeframes.
Develop and maintain basic system and product knowledge, including awareness of product offerings and regulatory changes, and proactively inform clients of relevant changes.
Research and respond promptly to less complex internal and external escalated calls to support client satisfaction and retention.
Participate in special projects to improve client satisfaction, enhance the product, build departmental knowledge and efficiencies, and support daily service-level goals.