Customer Escalation Specialist

1 week ago


Saint Joseph, Missouri, United States Commonwealth of Virginia Full time
Job Summary

We are seeking a highly skilled and experienced professional to serve as an Ombudsman for Unemployment Insurance (UI) benefits. As a key member of our team, you will be responsible for resolving escalated claims, providing exceptional customer service, and ensuring timely and accurate resolution of UI benefits issues.

Key Responsibilities
  • Resolve escalated UI claims through informal dispute resolution techniques
  • Provide technical assistance and educational outreach to customers
  • Identify, prioritize, and resolve UI claims that implicate barriers to access
  • Research, analyze, and document UI claims; review documentation, systems, reports, and accounts
  • Render basic non-monetary determinations concerning UI eligibility and qualification
  • Prepare written responses and reports
  • Provide supplemental support to other UI units, responding to inquiries and assisting with Employer Self Service
Requirements
  • Knowledge of informal dispute resolution techniques and practices
  • Customer relations and strategies
  • Basic UI laws and regulations
  • Research and data collection methods
  • Strong analytical, research facilitation, customer service, problem resolution, and computer skills
Preferred Qualifications
  • Education, training, and/or experience in public or business administration, law, communications, and/or related field
  • Strong customer service, dispute resolution, and/or claims analysis experience
What We Offer

We offer a competitive salary and a comprehensive benefits package, including health, dental, and vision insurance, retirement plan, and paid time off. We are an equal opportunity employer and welcome applications from diverse candidates.



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