Unemployment Insurance Representative 1

State of Nevada•Carson City, NV

2d•Onsite

About The Position

This position will be located in the Carson City office of the Department of Employment, Training and Rehabilitation. Incumbents will work as Claims Examiners in a call center environment answering calls from people wishing to file unemployment insurance claims. Office hours Monday-Friday, 8:00 a.m. to 5:00 p.m. Incumbents receive and process initial, additional, obstructed, extended claims, and overpayments for unemployment insurance benefits. They will also interview claimants to verify the accuracy of claims information entered in the computer database; verify wages reported by employers; request additional monetary and non-monetary information necessary to determine eligibility; identify the type of claim to be filed; identify potential issues which may result in disqualification of benefits; document required information in the claimant's computer file; calculate and advise claimants of options available for collecting benefits and of benefit rights and eligibility obligations; respond to inquiries from employers and claimants in accordance with statutory requirements; and refer claimants to other services available within the agency and community for training, job search assistance and social services. 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
OR a Bachelor's degree in social or behavioral science, business administration or related field
OR 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; modern office practices, procedures and equipment; interviewing techniques necessary to elicit accurate and factual information; operation and use of word processing and other associated business software; telephone techniques and etiquette; 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, 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

One year of experience as an Unemployment Insurance Representative I in Nevada State service provides for semi-automatic progression to the next level with the approval of the appointing authority.

Responsibilities

Receive and process initial, additional, obstructed, extended claims, and overpayments for unemployment insurance benefits.
Interview claimants to verify the accuracy of claims information entered in the computer database.
Verify wages reported by employers.
Request additional monetary and non-monetary information necessary to determine eligibility.
Identify the type of claim to be filed.
Identify potential issues which may result in disqualification of benefits.
Document required information in the claimant's computer file.
Calculate and advise claimants of options available for collecting benefits and of benefit rights and eligibility obligations.
Respond to inquiries from employers and claimants in accordance with statutory requirements.
Refer claimants to other services available within the agency and community for training, job search assistance and social services.
Receive and process new and reopened unemployment claims over the telephone.
Identify and resolve issues.
Fact-finding and writing 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 seeking information regarding unemployment insurance benefits.
Perform related duties as assigned.
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, employer charging, and provide other related services such as quality assurance and overpayment investigation and collection.