Unemployment Insurance Claims Specialist

State of Oklahoma • Tulsa, OK

7d • $40,948 - $45,424 • Onsite

About The Position

This position involves assisting customers with unemployment insurance (UI) program needs, re-employment program needs, and assisting business customers with the UI program and employer-service needs in an inbound call center environment. The role also includes performing various clerical duties and support activities in conjunction with other agency staff and departments for Employer Services, UI Services, and Re-Employment Services processes. Maintaining required safety and security protocols and supporting and training UI functions in the American Job Center are also key aspects of the role. On-site attendance is an essential function of the position.

Requirements

• 5 years of experience in employment services, career or vocational guidance and counseling, personnel, recruitment, training, customer services or social services related work; or an equivalent combination of education and experience substituting thirty semester hours from an accredited college or university for 3 years of the required work experience.
• Proficiently using OESC’s standard software (Microsoft Office - Word, Outlook, Excel, Power Point and Teams), and the Internet, as well as proficiency to learn other software as needed.
• Ability to maintain professional telephone etiquette.
• Ability to work with difficult customers.
• Ability to work alone.
• Ability to work with others as a contributing team member.
• Ability to multi-task.
• Ability to understand the major policies and procedures governing assigned programs.
• Ability to maintain effective working relationships with others.
• Ability to handle confidential work.
• Ability to interpret and handle routine matters in accordance with agency policy.
• Ability to follow oral and written instructions.

Nice To Haves

• Some college is preferred.
• A minimum of 1 year experience in customer service skills is preferred with some exposure to working with difficult customers in an in-bound call environment.

Responsibilities

• Assist customers with unemployment-insurance (UI) program needs in an inbound call center environment in a timely fashion.
• Assist customers with re-employment program needs in an inbound call center environment in a timely fashion.
• Assist business customers with the UI program and any employer-service needs in an inbound call center environment in a timely fashion.
• Perform various clerical duties and/or support activities working in conjunction with other agency staff and departments towards the Employer Services / UI Services / Re-Employment Services processes.
• Maintain the required safety and security protocols associated with the responsibilities mentioned above.
• Support and train UI functions in the American Job Center.
• Conduct interactions with stakeholders in a professional and courteous manner.
• Respond to inbound inquiries regarding Unemployment Insurance.
• Conduct interviews with various parties and document information received to support the administration of the Unemployment Insurance program.
• Provide general information about the Unemployment Insurance and Re-employment processes.
• Perform various tasks to assist stakeholders with the resolution of problems or concerns related to existing Unemployment Insurance claims, to include but not limited to monetary eligibility, payments, and the filing of appeals.
• Evaluate evidence and testimony for the purpose of adjudicating Unemployment Insurance claims in accordance with applicable statutes and rules.
• Attend meetings and training as required.
• Coordinate with other agency departments as needed including but not limited to: Employer Compliance – Resolution of disputes related to in-state wages reported. Benefit Payment Control – Resolution of potential issues related to identity verification, reported earnings, or new hire investigations. Benefits Administration – Resolution of issues related to child support, alien verification, or federal, military, and out of state wage requests.

Benefits

• The State of Oklahoma offers a comprehensive Benefits Packet, including a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED