Unemployment Insurance Representative 1 - Underfill

State of Nevada•Carson City, NV

2d•Onsite

About The Position

The Department of Employment, Training and Rehabilitation (DETR), Employment Security Division (ESD), Benefit Payment Control (BPC) unit is hiring for an Unemployment Insurance Representative 1 as an underfill for an Unemployment Insurance Representative 2, in Carson City, NV. The incumbent will progress to the next level upon meeting minimum qualifications and the approval of the appointing authority. The Unemployment Insurance Representative serves as a Collector and is responsible for the collection and recovery of unemployment insurance overpayments. The incumbent manages assigned overpayment accounts, establishes payment plans, processes payments and refunds, reviews account information, reconciles balances, and assists claimants with questions regarding overpayments and repayment options. The position also performs collection activities including offsets, liens, judgments, garnishments, bankruptcies, and other recovery actions and coordinates with ESD Legal and other program areas as needed. The ideal candidate will have strong customer service, communication, organization, and problem-solving skills and the ability to manage an assigned workload, review financial information, and communicate professionally with individuals regarding overpayment debts and repayment obligations. Unemployment Insurance Representatives perform a broad variety of activities related to the timely and accurate processing and payment of unemployment insurance benefit claims. Typical duties include receiving and processing new and reopened unemployment claims over the telephone; identifying and resolving issues; factfinding and writing decisions concerning entitlement to benefits and tax rulings for base period employers; investigating claims paid for quality control, fraud detection and overpayment recovery; processing and responding to questions from employers, the general public and other agencies seeking information regarding unemployment insurance benefits; and performing related duties as assigned.

Requirements

Graduation from high school or equivalent education and two years of experience which included reading and applying written policies, procedures and instructions; performing basic mathematical computations; interviewing individuals to obtain and provide information; assisting customers; comparing data and identifying discrepancies; and using personal computers to enter and retrieve data.
A Bachelor's degree in social or behavioral science, business administration or related field.
An equivalent combination of education and experience.
Working knowledge of math computations including addition, subtraction, multiplication and division of whole numbers.
General knowledge of English grammar, punctuation, sentence structure and vocabulary.
General knowledge of modern office practices, procedures and equipment.
General knowledge of interviewing techniques necessary to elicit accurate and factual information.
General knowledge of operation and use of word processing and other associated business software.
General knowledge of telephone techniques and etiquette.
General knowledge of basic elements of customer service.
Ability to read and follow written instructions.
Ability to compare information or data to identify discrepancies and inconsistencies.
Ability to speak clearly and distinctly on the telephone.
Ability to sit for long periods of time.
Ability to receive information over the telephone.
Ability to perform mathematical calculations.
Ability to listen attentively and record information.
Ability to effectively interact with persons from varying social, economic and cultural backgrounds.
Skill in operating a personal computer to enter, retrieve and process data.

Nice To Haves

Strong customer service skills.
Strong communication skills.
Strong organization skills.
Strong problem-solving skills.
Ability to manage an assigned workload.
Ability to review financial information.
Ability to communicate professionally with individuals regarding overpayment debts and repayment obligations.

Responsibilities

Manage assigned overpayment accounts.
Establish payment plans.
Process payments and refunds.
Review account information and reconcile balances.
Assist claimants with questions regarding overpayments and repayment options.
Perform collection activities including offsets, liens, judgments, garnishments, bankruptcies, and other recovery actions.
Coordinate with ESD Legal and other program areas.
Receive and process new and reopened unemployment claims over the telephone.
Identify and resolve issues related to unemployment claims.
Conduct fact-finding and write decisions concerning entitlement to benefits and tax rulings for base period employers.
Investigate claims paid for quality control, fraud detection, and overpayment recovery.
Process and respond to questions from employers, the general public, and other agencies regarding unemployment insurance benefits.
Process all aspects and types of unemployment insurance claims including regular unemployment insurance, federal worker, ex-military, combined wage, interstate, Trade Readjustment Act, obstructed claims, and employer charging.
Provide other related services such as quality assurance and overpayment investigation and collection.