Unemployment Claims Processing Expert

2 weeks ago


Rochester, New York, United States Equifax Full time

About Equifax
Equifax is a place where you can unleash your potential. If you are eager to explore new opportunities, enhance your skills, collaborate with talented individuals, and make a significant impact, we invite you to consider this role.

Role Overview
The Unemployment Claims Specialist engages with clients to assess unemployment cases, meticulously documenting all interactions. This role involves reviewing unemployment documentation and crafting comprehensive letters to the relevant state agency. Additionally, it requires analyzing and interpreting unemployment regulations pertinent to each case, as well as managing incoming correspondence.

Key Responsibilities

  • Build strong relationships with clients to support their unemployment processing requirements. Accurately process unemployment data using SIDES and/or CaseBuilder technologies while providing appropriate guidance to clients.
  • Evaluate individual case details by analyzing data retrieved from internal systems, investigative calls, or document images to formulate a response.
  • Communicate with clients or state agencies, ensuring all relevant information is provided within the designated time frames.
  • Deliver exceptional customer service by being responsive and offering timely expertise in unemployment processing.
  • Receive and prioritize claims, questionnaires, determinations, and other unemployment-related information through various channels.
  • Adhere to UI integrity standards and remain informed about relevant updates to effectively advise clients.
  • Verify and assess client information stored in internal systems before initiating client calls to ensure focused and complete interactions.
  • Document all client communications, including phone calls, fax activities, and email exchanges, accurately in the required systems.
Qualifications
  • A minimum of two years of experience in customer service or related training.
  • Proficiency in Google or Microsoft Suite products for at least one year.
Preferred Qualifications
  • Experience managing outdated materials and meeting deadlines in a dynamic environment.
  • Familiarity with unemployment documentation or processes.
  • An Associate's degree (A.A.) or equivalent from a two-year college or technical institution.
Benefits
We provide a comprehensive compensation package, healthcare benefits, 401k matching, paid time off, and opportunities for professional growth through our online learning platform with structured career paths.

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