Unemployment Insurance Claims Interviewer/Call Center Processor
4 weeks ago
Job Description:
- Makes claims for unemployment insurance benefits by questioning claimants regarding employment history. Assists claimants with in person filing in the resources room.
- Conducts fact finding interviews with claimants to determine if non-separation eligibility requirements have been met.
- Determines type and appropriate state and federal unemployment insurance program such as Federal, Ex-Service person or Interstate to establish claim based on previous employers, and employment and claim dates.
- Verifies accuracy of wage and employer information with claimant; take additional information if claimant indicates wages and/or employers are omitted or incorrect; may request evidence of earnings such as W-2's or wage stubs.
- Informs claimant of maximum and weekly benefit amount, basis for computation of benefits, length of claim, maximum allowable earnings and rights and responsibilities while collecting benefits; explains mail-in procedures for receiving benefit checks, issues pay orders and informational materials.
- Reviews pay orders completed by claimants receiving benefits on a continuous basis for completeness and reported earnings during benefit week; records on claimants master file information such as date, pay order number, and deductions from weekly benefit amount.
- Refers claims for eligibility determination to claims deputies.
- Enters data on computer terminal, verifies claim and benefit payment information.
- Completes and processes forms to stop payment on lost checks, correct computerized claimant information, and recover overpayment of benefits due to revised benefit amount, unreported wages, or duplicate checks issued.
- Answers questions from claimants, employers, and Social Service agencies regarding benefit filing procedures, claim status, lost or late checks and appeal rights. This is primarily by phone.
- Sorts and files forms, cards, claims files and items of a similar nature; reviews same for errors, omissions and proper coding.
- Maintains daily and weekly record or number and type of claims taken and processed.
- May receive out-of-state local office claims through electronic mail system; reviews printout for accuracy of data; correct errors and/or omissions.
- Previous customer service experience.
- Previous experience handling confidential/sensitive information.
- Previous call center experience.
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