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Claims Resolution Specialist
2 months ago
Job Title: Customer Escalation Specialist
Key Responsibilities
- Act as a mediator to address escalated claims, handle inquiries, facilitate problem-solving, and implement corrective measures related to unemployment insurance (UI) benefits.
- Employ informal conflict resolution strategies to manage inquiries and complaints, deliver technical support and educational outreach, and ensure high-quality customer service.
- Assess, prioritize, resolve, and document escalated cases that present challenges to UI accessibility.
- Provide additional assistance to various UI divisions including Tax, EA, BPC, Appeals, and Monetary departments.
- Engage in special initiatives aimed at improving quality assurance and operational performance.
Essential Qualifications
- Familiarity with informal conflict resolution methodologies and best practices, customer relations strategies, fundamental UI laws and regulations, as well as research and data collection techniques.
- Excellent analytical, research facilitation, customer service, problem-solving, and technological skills.
- Proven ability to interpret and apply laws and regulations, investigate and resolve issues, propose strategies for performance enhancement, make informed decisions, provide technical guidance, and maintain strong relationships with diverse stakeholders.
Additional Considerations
- Educational qualifications, training, and/or experience in public or business administration, law, communications, or related disciplines.
- Demonstrated experience in customer service, conflict resolution, and claims analysis.
Application Instructions
- All applications must be submitted electronically through the designated platform.
- Late applications will not be considered.
- Interview selection will be based solely on the information provided in the application/resume.
- No relocation assistance will be offered.
About the Company: The Commonwealth of Virginia is committed to fostering diversity and inclusivity in all employment opportunities. As an Equal Opportunity Employer/Program, we are dedicated to providing opportunities for individuals from all backgrounds, including various races, ethnicities, genders, and abilities. We encourage alumni from AmeriCorps, Peace Corps, and other national service programs to apply. A comprehensive background check will be conducted for the selected candidate.
