What are the responsibilities and job description for the Unemployment Claims Specialist position at Equifax?
The Unemployment Insurance Consultant functions as the primary client contact for the gathering of separation information and investigation of claims. This position acts as the primary contact between the client companies and state unemployment agencies and is responsible for receiving, analyzing and responding to unemployment claim-related documents within pre-determined time limits.
What You Will Do
What You Will Do
- Provide excellent customer service by establishing a rapport with clients and the state agencies.
- Receive and prioritize claims, questionnaires, determinations and other unemployment related data.
- Analyze individual case information by reviewing data accessed through the PC, from the investigative 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 customer or state agency with all pertinent details within the time frame allowed by the state or departmental procedures.
- Initiate timely telephone calls, faxes or emails to the customer to obtain, 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 and complete and customer satisfaction is achieved.
- Document details of client calls while on the phone, inputting this directly into the PC via keyboard for future review.
- Ensures that work is accurate and complete, processed in a timely manner with proper spelling and grammar.
- Investigates and resolves 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.
- 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. Bachelor’s degree preferred.
- Experience dealing with dated material and/or strict adherence to deadlines
- Excellent analytical skills, problem solving and decision making abilities
- Proficiency with Microsoft Office PC applications including Word, Excel, and Outlook
- Ability to type 35 WPM
- You possess excellent written and verbal communication skills with the ability to communicate with team members at various levels, including business leaders.
- Previous experience or familiarity with Unemployment Insurance and the Unemployment Claims process
- Previous office experience with an emphasis on customer service, organization of work duties and performing job functions independently
- Proficiency with Microsoft Office PC applications including Word, Excel, and Outlook
