What are the responsibilities and job description for the Unemployment Claims Specialist, Senior position at Equifax?
The Senior Unemployment Claims Specialist is responsible for contacting clients to discuss their unemployment cases and documenting these conversations. Additional responsibilities include screening unemployment documentation, composing detailed letters to state unemployment agencies, analyzing and interpreting relevant unemployment laws, and managing incoming emails.
What You’ll Do
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.
- 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
- Experience working with dated materials and adherence to deadlines in a fast-paced environment
- Experience with unemployment documents or familiarity with the unemployment process
