UNEMPLOYMENT CLAIMS AGENT - 03262024-56250

Job Information

LOCATION OF (1) POSITION TO BE FILLED: DEPARTMENT OF LABOR & WORKFORCE DEVELOPMENT, UNEMPLOYMENT INSURANCE DIVISION, SHELBY COUNTY

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Qualifications

Summary

Responsibilities

Monitor Processes, Materials or Surroundings:

1. May perform quality control for accuracy and completeness of claim data.
2. Reviews callers current claim for quality, accuracy and completeness.

Getting Information:

1. Interviews unemployment insurance claimants by telephone to obtain necessary personal and employment data.
2. Accurately intake and transcribe claimant statement regarding claimants reason for separation from employment.
3. Retrieves relevant information from various databases to advise claimant and complete the claim process.
4. Places call to employer to gather and/or verify information pertinent to the completion of the claim process.

Documenting/Recording Information:

1. Enters information and data into relevant systems with accuracy and unbiased integrity.

Identifying Objects, Actions and Events:

1. Identifies appropriate type of claim and reason for separation from employment based on information gathered.
2. Detects changes in claimant circumstances, records change and takes appropriate action.

Making Decisions and Solving Problems:

1. Makes initial determination on the eligibility of each applicant for benefits.

Evaluating Information to Determine Compliance with Standards:

1. Adheres to a strict identity verification checklist when speaking with current claimants.

Interacting with Computers:

1. May perform extensive data entry for the accuracy and completeness of claim file.

Interpreting the Meaning of Information for Others:

1. Explains and interprets unemployment insurance program guidelines to applicants to ensure adherence to various rules and regulations.
2. Explains and interprets unemployment insurance program rules and regulations to employers to ensure compliance with relevant law and policy.
3. Explains and interprets claimants rights concerning benefits.

Updating and Using Relevant Knowledge:

1. Stays up-to-date on all new rules, policies and procedures through email updates, training and relevant materials.

Processing Information:

1. May manually enter relevant information into database for processing of claims.
2. May index and barcode documents into appropriate categories for attachment to correct claim file.

Performing for or Working Directly with the Public:

1. May take claims in person with group sessions at employer locations.

Training and Teaching Others:

1. May assist in giving guidance and training to less experienced workers.

Communicating with Supervisors, Peers or Subordinates:

1. Communicates frequently with supervisor to ask questions, address issues and resolve problems.
2. Communicates with peers to share information and best practices.

Organizing, Planning or Prioritizing Work:

1. May prioritize work activities based on current workload and special projects assigned.

Thinking Creatively:

1. Thinks creatively to help make continuous improvements to the claims process.

Competencies

1. Integrity and Trust
2. Listening
3. Written Communication
4. Customer Focus
5. Learning on the Fly
6. Problem Solving
7. Time Management
8. Technical Learning
9. Composure
10. Ethics and Values

Knowledge:

1. Knowledge of administrative and clerical procedures and systems such as managing files and records
2. Knowledge of principles and processes for providing customer and personal services
3. Knowledge of Microsoft Office products
4. Knowledge of basic mathematic

Skills:

1. Active learning skills to understand the implications of new information for both current and future problem solving and decision making
2. Active listening skills which would include giving full attention to what other people are saying and asking questions when appropriate
3. Critical thinking skills which would include using logic and reasoning to identify the strengths and weaknesses of solutions and approaches to problems
4. Learning strategies to include selecting and using training methods and procedures appropriate for the situation when learning or teaching new things
5. Basic mathematic skills
6. Reading comprehension to understanding written sentences and paragraphs in documents
7. Talking to others to convey information effectively
8. Communicating effectively in writing
9. Service oriented skills to actively look for ways to help people
10. Social perceptiveness skills to be aware of others reactions and understand the reaction
11. Complex problem solving skills to identify complex problems and review related information to develop and evaluate options and identify solutions
12. Judgment and decision making skills to consider the relative costs and benefits of potential actions to choose the most appropriate one
13. Time management skills to manage ones own time

Abilities:

1. Deductive reasoning ability to apply general rules to specific problems to produce answers that make sense
2. Inductive reasoning ability to combine pieces of information to form general rules or conclusions
3. Ability to apply flexibility of closure to identify or detect a known pattern that is hidden in other distracting material
4. Information ordering ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules
5. Memorization ability
6. Number facility ability to add, subtract, multiply or divide quickly and correctly
7. Oral comprehension ability to listen to and understand information and ideas
8. Oral expression ability to communicate information and ideas in speaking to others
9. Problem sensitivity ability to tell when something is wrong or is likely to go wrong
10. Selective attention ability to concentrate on a task over a period of time without being distracted
11. Speed of closure ability to quickly make sense of, combine and organize information into meaningful patterns
12. Time sharing ability to shift back and forth between two or more activities or sources of information
13. Written comprehension ability to read and understand information and ideas presented in writing
14. Written expression ability to communicate information and ideas in writing so others will understand

Tools & Equipment

1. Personal Computer
2. Telephone with Headset
3. Fax Machine
4. Printer
5. Copier/Scanner
6. Postage Scale