What are the responsibilities and job description for the UI Claims Representative (McAllen) position at Texas Workforce Commission?
WHO WE ARE:
Texas Workforce Commission connects people with careers across the state. While we are based in Austin on the north lawn of the Texas State Capitol, we have offices statewide and many of our positions are suitable for teleworking. We're a Family Friendly Certified Workplace with great work-life balance, competitive salaries, extensive opportunities for training and development, and fantastic benefits. This position is located at 400 E Hackberry Ave, Mcallen, Texas.
TWC is not considering applications from individuals who require sponsorship for an employment visa, including those currently on student or postgraduate visas. You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas.
WHO YOU ARE:
A creative HR professional yearning to partner with hiring managers and your HR teammates to bring in the best candidates for a wide array of positions at a great state agency with a noble public service mission. You are a self-starting, motivated, collaborative problem solver who understands the value of data analysis in measurement of recruiting tactics.
WHAT YOU WILL DO:
The UI Claims Representative I (Customer Service Representative II) performs routine (journey-level) customer service work providing immediate
service delivery by telephone. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment.
To be successful as a customer service representative, you will have a passion for serving people and be able to work both independently and collaboratively as part of a supportive team.
SUCCESSFUL CANDIDATES WILL:
- Be able to successfully complete the CSR II training program
- Have great listening skills, interpersonal and communication skills, and professional, pleasant, and respectful telephone etiquette.
- Be comfortable working in a fast paced, constantly changing, hybrid work environment
- Have excellent data entry, typing and computer navigational skills
- Have knowledge or experience in customer service principles
- Adapt to call center telephone and technology requirements
- Quickly learn unemployment insurance program rules and regulations
- Have a proven track record of good judgment and decision making at work
- Understand the importance of being at work when scheduled
- Be open to feedback and have a professional approach to implementing it
WHAT YOU WILL BE RESPONSIBLE FOR:
- Processing UI claims over the phone and data entering information into benefit system and databases
- Responding to and resolving routine UI inquiries received both through inbound calls, and online callback forms
- Ensuring a positive and exemplary experience with all customers
- Providing accurate, valid, and complete information to customers using the right methods and tools
- Calming upset or emotional customers by providing a composed and professional demeanor. Identifies and escalates priority issues for resolution
- Documenting all customer contacts and accurately processes documents or pending issues
- Gathering facts and issuing eligibility determinations
- Providing information on unemployment insurance claims provisions, rules, policies, processes, and requirements to claimants and employers
- Researching information in benefit system to address customer inquiries or issues
- Providing information about the appeal process to claimants or employers, as applicable
- Remaining flexible and assisting with additional tasks as needed for the success of the department and division
- Perform other duties as assigned.
YOU QUALIFY WITH:
- Six months of experience in customer service, clerical, call center, or administrative support work.
- Relevant academic credits may be applied toward experience qualifications for this position.
- Experience in a government benefits or other benefits/insurance program
- Handling of applications and eligibility determination experience
- Prior customer service and/or call-center experience
- Ability to type 40 words per minute with minimal errors
- Experience using computers.
- Knowledge of Microsoft Word, Excel, Outlook, and Internet Explorer
- Excellent verbal and written communication skills
- Bilingual (English and Spanish)
- A Family Friendly Certified Workplace.
- Competitive salary: $ 3127.54/month
- Defined Retirement Benefit Plan
- Optional 401(k) and 457 accounts
- Medical Insurance
- Paid time off, including time for vacation, sick and family care leave
- Additional benefits for active employees can be found at https://www.ers.texas.gov/Active-Employees/Health-Benefits.
Works 40 hours a week during hours of operations Monday through Friday 7:00 AM - 6:00 PM. Occasional overtime evenings, weekends, and holiday work may be required. Management will set schedule. Skills test and matrix will be administered.
TWC may use all available including past unemployment claims, to evaluate an applicant’s suitability for the position. Incomplete applications may not be considered.
VETERANS:
Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor's Office by pasting this link into your browser: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_AdministrativeSupport.pdf
HOW TO APPLY:
To be considered, please complete a State of Texas Application for Employment and apply online at www.workintexas.com or on Taleo.
TWC is not considering applications from individuals who require sponsorship for an employment visa, including those currently on student or postgraduate visas.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
A position utilizing this classification will be designated as security sensitive according to the Texas Labor Code, Section 301.042.
Salary : $3,128
