Unemployment Customer Service Jobs (NOW HIRING)

Oversee the managed separations and unemployment insurance function for approximately 65+ Unemployment and Human Resource clients to help control their unemployment insurance costs. Provide value-based human resource consulting services and advice to clients via telephone and email on a variety of human resource and employee management topics.
Pay Rate Range: $22.00 - $23.00 Depending on Experience
Essential Job Duties and Responsibilities: (Additional duties may be assigned)
• Process an average of 50 unemployment insurance claims/questionnaires per week within the claim deadline. This involves reviewing claims/questionnaires and supporting documentation (e.g., warning notices, termination letters) submitted by clients for accuracy and completeness, contacting clients to obtain clarification and/or additional information, and filling out separation reasons on claim forms.
• Act as a liaison between the Department of Labor and clients regarding all claim issues, including obtaining additional information from clients within 48 hours as needed by the Department of Labor to make its eligibility determination.
• Provide consultation to clients and helpline members via telephone and e-mail on a variety of HR and employee management issues, especially relating to discipline and terminations. Research government regulations and review various HR resources as needed to respond to clients.
• At the discretion of the Unemployment Insurance Manager, coordinate unemployment insurance hearings for clients: Review determinations with clients, request hearings, review claimants' files, discuss cases with witnesses, prepare for hearings, represent clients during hearings, and review hearing files at the Department of Labor.
• Coordinate the appeals process for clients. This involves reviewing hearing decisions, discussing cases with clients to determine if a decision should be appealed, writing appeal request letters, requesting copies of transcripts, and writing appeal briefs.
• Perform a variety of miscellaneous duties, including reviewing charges against clients' accounts for accuracy; following up on CCC charges for each assigned client; answer incoming calls from the main telephone line; setting up new clients with appropriate forms and a call to introduce themselves and answer any new client questions. Enter all claims and supporting documentation into Zoho accurately and in a timely manner.
• Contact clients to sign up for unemployment online service account and SIDES
• Daily data entry in ACCESS and filing all claims by month in file cabinet
• Sell additional services to clients, make client visits for client retention and bring on new clients to increase UI revenue. Write, deliver, and follow up on all sales proposals. Participate in and network at various professional organizations, trade shows, etc.
• Maintain professional growth, development, and key industry knowledge necessary to keep abreast of changing federal and state employment regulations through seminars, workshops, publications, and professional affiliations.
Accountabilities:
Contribute to the overall success of the company by performing all work accurately, efficiently, and within established deadlines. Provide excellent customer service by professionally assisting clients and giving advice that complies with federal and state regulations. Follow all company policies and procedures at all times.
Supervisory Responsibilities:
The Unemployment Insurance Specialist does not have any direct supervisory responsibilities.
Minimum Job Qualifications:
• Associate's degree in human resources, industrial relations, business administration, management, or related field; two years of unemployment claims processing and counseling experience; and two years of related human resource experience; or an equivalent amount of education and experience.
• Computer experience using Microsoft Office software and Zoho.
• Excellent organizational, interpersonal, and written communication skills.
• Possession of and ability to maintain a valid driver's license.
• Ability to provide own transportation and occasional travel throughout the Central New York area.
• Ability to multi-task in a fast-paced environment.
• Ability to work additional work hours as needed.
Knowledge, Skills, and Abilities:
• Computer proficiency including word processing, spreadsheets, and generating reports using standard software applications.
• Excellent interpersonal and communication skills, including writing and delivering effective presentations.
• Deliver information effectively in a variety of settings including in person, remotely via Zoom, and over the phone.
• Thorough knowledge of HR principles and federal/local employment regulations.
Requirements
Equipment Used:
Ability to operate a multi-line telephone, personal computer, printer, adding machine, facsimile, and photocopier.
Mental and Visual Requirements:
Close mental and visual attention is required to perform work dealing primarily with preparing and analyzing data and figures, performing accounting work, using a computer terminal, and/or extensive reading.
Physical Activities and Requirements:
Ability to kneel, crouch, reach, sit, stand, push, pull, lift, finger, grasp, talk, hear, and perform repetitive motions. Ability to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly.
Environmental Conditions:
Work is performed in an office setting where there is no substantial exposure to adverse environmental conditions.
Employer's Disclaimer:
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
• This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. The company reserves the right to add to or revise an employee's job duties at any time at its sole discretion.
• This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.