Job Summary:
To provide administration services in the areas of Unemployment Insurance (UI).
Duties and Responsibilities:
Incumbents will be proficient in, and perform some or all, the duties in one or more program areas. Typical responsibilities: interviews applicants and elicits and records personal information; determines eligibility for programs or services by applying laws, regulations, policies and precedents; assists customers when using related systems; completes documentation to discontinue benefits or grants from individuals who do not comply with requirements; monitors and validates office documents and services for compliance with department, state and federal requirements; anticipates, identifies and resolves problems delaying delivery of services.
Unemployment Insurance (UI): reviews applications to determine eligibility for benefits; explains benefit payment options; anticipates and provides detailed and clear instruction regarding processes, rights and responsibilities; primarily answers incoming telephone questions and responds to other forms of communication.
Example of Duties:
Assist customers by phone, click to chat, or by email to provide detailed and clear instructions regarding unemployment insurance processes.
Provide employers and claimants with detailed and clear instructions regarding their rights and responsibilities.
Determine how to best serve a customer, particularly a customer with language, computer literacy, disabilities or other barriers and ensure they are provided quality customer service.
Provide technical assistance on filing a claim or take staff assisted claims where requested.
Review claims to determine unemployment insurance eligibility including gathering information through effective interview skills to determine program eligibility.
Data enter weekly certifications and respond to incoming emails.