Unemployment Insurance Claims Specialist

State of Oklahoma • Oklahoma City, OK

23d • Onsite

About The Position

If applicable, please upload a copy of your two most recent performance reviews along with your resume. Job Type/Salary/Location Full-time Vacancies: One Salary: $40,948.00 - $45,423.79 annual (based on education and experience) Primary Working Hours: M-F; 8:00am – 5:00pm Location: Statewide Supervisory: Not applicable 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. Position Summary of 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 Position

Requirements

• Knowledge of - spelling, punctuation, and business English; business mathematics; modern office methods and procedures; maintenance of records related to assigned programs.
• Skills and Competencies – excellent verbal and written communication skills.
• Ability to – maintain professional telephone etiquette; work with difficult customers; work alone; work with others as a contributing team member; multi-task; understand the major policies and procedures governing assigned programs; maintain effective working relationships with others; to handle confidential work; to interpret and handle routine matters in accordance with agency policy; to follow oral and written instructions.
• Education and Experience Requirements at this level require 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.
• Computer Skills – Employee must be capable of 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.
• Seeking a minimum education with a High School Diploma or GED; some college is preferred.

Nice To Haves

• 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 Position
• 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.
• On-site attendance is an essential function of the position, as the role requires direct interaction with staff, clients, and on-site office resources.

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: Entry Level
• Education Level: High school or GED