Unemployment Claims Specialist - Senior

Equifax • St. Louis, MO

4d

About The Position

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you. The Unemployment Claims Specialist Contact clients to review unemployment cases, documenting conversations. Screen unemployment documents and write detailed letters to the unemployment state agency. Analyze and review unemployment laws as needed for each case. Load and handle incoming emails. What you’ll do Receive and prioritize claims, questionnaires, initial decisions and other unemployment related data. Analyze individual case information by reviewing data accessed through the PC, from documented telephone calls or document images, to determine if the facts warrant a response. Using the details regarding an employee’s separation provided by the client, interpret and apply state laws and regulations in response to unemployment documents. Respond to a state agency with all pertinent details within the time frame allowed by the state or departmental procedures. Ensures work is accurate, complete, and processed in a timely manner with proper spelling and grammar. Initiate timely telephone calls, faxes or emails to customers to document or pass along needed information. Verify and analyze client information stored on the PC prior to calling the client to ensure that each call is focused, complete, and customer satisfaction is achieved. Document details of client calls while on the phone, inputting information directly into PC via keyboard for future review. Utilize the Noble phone system to be available to receiving incoming SARC and client phone calls Adhere to clients' service level agreements investigate and resolve any client concerns with supervisor, other departments, and/or Account Managers in a timely manner Performs any additional functions needed to meet the goals of the department. Overtime may be required in order to meet state deadlines.

Requirements

• Associate's degree (A.A.) or equivalent from two-year college or technical school; or two years customer service related experience and/or training; or equivalent combination of education and experience
• 1 year customer service experience.
• 1 year of Google or Microsoft Suite products

Nice To Haves

• Experience working with dated materials and adherence to deadlines in a fast-paced environment
• Experience with unemployment documents or familiarity with the unemployment process

Responsibilities

• Contact clients to review unemployment cases, documenting conversations.
• Screen unemployment documents and write detailed letters to the unemployment state agency.
• Analyze and review unemployment laws as needed for each case.
• Load and handle incoming emails.
• Receive and prioritize claims, questionnaires, initial decisions and other unemployment related data.
• Analyze individual case information by reviewing data accessed through the PC, from documented telephone calls or document images, to determine if the facts warrant a response.
• Using the details regarding an employee’s separation provided by the client, interpret and apply state laws and regulations in response to unemployment documents.
• Respond to a state agency with all pertinent details within the time frame allowed by the state or departmental procedures.
• Ensures work is accurate, complete, and processed in a timely manner with proper spelling and grammar.
• Initiate timely telephone calls, faxes or emails to customers to document or pass along needed information.
• Verify and analyze client information stored on the PC prior to calling the client to ensure that each call is focused, complete, and customer satisfaction is achieved.
• Document details of client calls while on the phone, inputting information directly into PC via keyboard for future review.
• Utilize the Noble phone system to be available to receiving incoming SARC and client phone calls
• Adhere to clients' service level agreements investigate and resolve any client concerns with supervisor, other departments, and/or Account Managers in a timely manner
• Performs any additional functions needed to meet the goals of the department.
• Overtime may be required in order to meet state deadlines.

Benefits

• comprehensive compensation and healthcare packages
• 401k matching
• paid time off
• organizational growth potential through our online learning platform with guided career tracks

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees