Customer Escalation Specialist

Title: Customer Escalation Specialist

State Role Title: Program Administration Specialist I / 19211

Hiring Range: $46,331 annually

Pay Band: 4

Agency: Virginia Employment Commission

Location: VANSANT CCC

Agency Website: https://www.vec.virginia.gov/

Recruitment Type: Agency Employee Only - A

Job Duties

**This posting is open to current employees of the Virginia Employment Commission. Contract employees are ineligible.**

Serves as an Ombudsman to resolve "escalated" claims, responding to inquiries, mediating problem resolution, and initiating corrective action to address unemployment insurance (UI) benefits issues.

Utilizes informal dispute resolution techniques to respond to inquiries and complaints, provides technical assistance and educational outreach, and provides quality and timely customer service. Identifies, priorities, resolves, and reports escalated cases that implicate barriers to UI access.

Researches, analyzes, documents, and processes UI claims; reviews documentation, systems, reports, and accounts; renders basic non-monetary determinations concerning UI eligibility and qualification; evaluates accuracy and adequacy of prior decisions; and prepares written responses.

Provides supplemental support to other UI units (Tax/EA/BPC/Appeals/Monetary), responding to inquiries, assisting employers with Employer Self Service, resetting passwords, addressing overpayment and banking issues, contacting customers to obtain information, entering data to update claims and appeals information, etc. Works on special projects to enhance quality assurance and performance

Minimum Qualifications

Knowledge of informal dispute resolution techniques and practices; customer relations matters and strategies; claims processing procedures; and research and data collection methods.

Strong analytical, research facilitation, customer service, problem resolution, and computer skills (e.g., Microsoft Office Professional or 360; data retrieval and management software; and Internet research).

Demonstrated ability to interpret and apply laws and regulations; research and resolve problems; recommend strategies to enhance performance; prepare reports; make determinations, render decisions and document findings; provide technical assistance and respond to inquiries; prepare and conduct training; maintain strong relationships with various parties; handle escalated customer complaints; review and audit accounts and records; and collect and analyze data.

Additional Considerations

Extensive experience working with escalated claims, adjudication issues, and/or UI related programs.

Knowledge of community resources related to underserved and disadvantaged communities and basic UI laws and regulations.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Diversity and inclusivity are at the heart of what we do in Virginia, and the VEC is committed to upholding these values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities.

The Virginia Employment Commission Is an Equal Opportunity Employer/Program, and a Virginia Values Veterans (V3) certified employer. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

The selected candidate must successfully pass a comprehensive background check including an FBI fingerprint background investigation.

Applications for this position must be submitted electronically through this website. Mailed, emailed, faxed, or hand delivered applications and résumés will not be accepted.

Applications are not accepted after the recruitment closing date.

Please carefully review the details of this recruitment including the location of the position and the posted salary before applying. VEC does not provide relocation assistance, and no salary will be offered outside of the posted salary range / flat rate.

Consideration for an interview is based solely on the information within the application (and/or resume). You must ensure your application/resume includes the scope of your experience, knowledge, skills, and abilities as it relates to the position you are applying for. Information not stated will not be assumed.

This website will provide a confirmation of receipt when the application is submitted for consideration.

For the status of your application and this position, please refer to your Jobs.Virginia.Gov account. We do not provide application status updates via email or telephone.

Auxiliary Aids and Services are available upon request to individuals with disabilities.
Applicants needing accommodations should contact the Human Resource office for additional information.

The VEC does not provide sponsorship; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work in the US.

NOTICE: VEC will record information from each new employee’s Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.

Contact Information

Name: Human Resources / Recruitment

Phone: For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account. We do not provide application status updates via phone.

Email: Careers@vec.virginia.gov for recruitment related questions. Emailed applications, resumes, or cover letters will not be accepted. For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account.

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.