Unemployment Claims Team Leader | Onsite | Chesapeake
About The Position
About Sutherland: Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence. We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships. Sutherland Unlocking digital performance. Delivering measurable results Job Description The Unemployment Claims Manager is responsible for overseeing the end-to-end management of unemployment insurance claims across multiple U.S. states. This role ensures compliance with federal and state unemployment laws, manages claims processing operations, and leads a team responsible for responding to claims, appeals, and hearings. The manager will collaborate with HR, Payroll, and Legal teams while leveraging systems such as Equifax unemployment management services and Workday HRIS for accurate claims administration and reporting.
Requirements
- Bachelor’s degree in Human Resources, Business Administration, Finance, or related field.
- 5+ years of experience in U.S. unemployment insurance claims administration.
- 2+ years of leadership or people management experience.
- Strong understanding of multi-state unemployment insurance laws and claims processes.
- Hands-on experience with Equifax Unemployment Claims systems and Workday HRIS.
- Experience managing high-volume claims environments.
Nice To Haves
- Experience handling unemployment appeals and hearings.
- Knowledge of payroll systems and employee separation processes.
- Strong analytical and problem-solving abilities.
- Excellent stakeholder management and communication skills.
Responsibilities
- Manage the full lifecycle of unemployment insurance claims including claim intake, investigation, response, adjudication, appeals, and hearings.
- Review and approve employer responses submitted to state agencies to ensure accuracy and compliance.
- Monitor claim volumes, timelines, and resolution metrics to ensure service level agreements (SLAs) are met.
- Handle escalated and complex unemployment claims cases.
- Utilize Equifax unemployment management systems for claims processing and employer responses.
- Use Workday HRIS to extract employee separation data, payroll records, and termination details.
- Maintain accurate documentation and case management records.
- Ensure adherence to U.S. federal and state unemployment insurance laws.
- Coordinate with state workforce agencies regarding claims and adjudication requests.
- Support unemployment hearings, appeals preparation, and documentation review.
- Generate operational reports on claim trends, denial rates, and employer liability.
- Analyze claims data to identify process improvements and cost reduction strategies.
- Provide insights to HR leadership regarding unemployment claim risks and trends.
- Work closely with HR, Payroll, Legal, and Compliance teams.
- Act as the primary escalation point for internal stakeholders and clients.
- Support audits and regulatory reviews related to unemployment claims.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
