UNEMPLOYMENT CLAIMS AGENT

Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF LABOR & WORKFORCE DEVELOPMENT, UNEMPLOYMENT INSURANCE DIVISION, FRANKLIN COUNTY

For more information, visit the link below:
https://www.tn.gov/workforce/careers.html

Qualifications

Summary

Responsibilities

Monitor Processes, Materials or Surroundings:

• May perform quality control for accuracy and completeness of claim data.
• Reviews caller¿s current claim for quality, accuracy and completeness.

Getting Information:

• Interviews unemployment insurance claimants by telephone to obtain necessary personal and employment data.
• Accurately intake and transcribe claimant statement regarding claimant¿s reason for separation from employment.
• Retrieves relevant information from various databases to advise claimant and complete the claim process.
• Places call to employer to gather and/or verify information pertinent to the completion of the claim process.

Documenting/Recording Information:

• Enters information and data into relevant systems with accuracy and unbiased integrity.

Identifying Objects, Actions and Events:

• Identifies appropriate type of claim and reason for separation from employment based on information gathered.
• Detects changes in claimant circumstances, records change and takes appropriate action.

Making Decisions and Solving Problems:

• Makes initial determination on the eligibility of each applicant for benefits.

Evaluating Information to Determine Compliance with Standards:

• Adheres to a strict identity verification checklist when speaking with current claimants.

Interacting with Computers:

• May perform extensive data entry for the accuracy and completeness of claim file.

Interpreting the Meaning of Information for Others:

• Explains and interprets unemployment insurance program guidelines to applicants to ensure adherence to various rules and regulations.
• Explains and interprets unemployment insurance program rules and regulations to employers to ensure compliance with relevant law and policy.
• Explains and interprets claimant¿s rights concerning benefits.

Updating and Using Relevant Knowledge:

• Stays up-to-date on all new rules, policies and procedures through email updates, training and relevant materials.

Processing Information:

• May manually enter relevant information into database for processing of claims.
• May index and barcode documents into appropriate categories for attachment to correct claim file.

Performing for or Working Directly with the Public:

• May take claims in person with group sessions at employer locations.

Training and Teaching Others:

• May assist in giving guidance and training to less experienced workers.

Communicating with Supervisors, Peers or Subordinates:

• Communicates frequently with supervisor to ask questions, address issues and resolve problems.
• Communicates with peers to share information and best practices.

Organizing, Planning or Prioritizing Work:

• May prioritize work activities based on current workload and special projects assigned.

Thinking Creatively:

• Thinks creatively to help make continuous improvements to the claims process.

Competencies

• Integrity and Trust
• Listening
• Written Communication
• Customer Focus
• Learning on the Fly
• Problem Solving
• Time Management
• Technical Learning
• Composure
• Ethics and Values

Knowledge:

• Knowledge of administrative and clerical procedures and systems such as managing files and records
• Knowledge of principles and processes for providing customer and personal services
• Knowledge of Microsoft Office products
• Knowledge of basic mathematic

Skills:

• Active learning skills to understand the implications of new information for both current and future problem solving and decision making
• Active listening skills which would include giving full attention to what other people are saying and asking questions when appropriate
• Critical thinking skills which would include using logic and reasoning to identify the strengths and weaknesses of solutions and approaches to problems
• Learning strategies to include selecting and using training methods and procedures appropriate for the situation when learning or teaching new things
• Basic mathematic skills
• Reading comprehension to understanding written sentences and paragraphs in documents
• Talking to others to convey information effectively
• Communicating effectively in writing
• Service oriented skills to actively look for ways to help people
• Social perceptiveness skills to be aware of others¿ reactions and understand the reaction
• Complex problem solving skills to identify complex problems and review related information to develop and evaluate options and identify solutions
• Judgment and decision making skills to consider the relative costs and benefits of potential actions to choose the most appropriate one
• Time management skills to manage one¿s own time

Abilities:

• Deductive reasoning ability to apply general rules to specific problems to produce answers that make sense
• Inductive reasoning ability to combine pieces of information to form general rules or conclusions
• Ability to apply flexibility of closure to identify or detect a known pattern that is hidden in other distracting material
• Information ordering ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules
• Memorization ability
• Number facility ability to add, subtract, multiply or divide quickly and correctly
• Oral comprehension ability to listen to and understand information and ideas
• Oral expression ability to communicate information and ideas in speaking to others
• Problem sensitivity ability to tell when something is wrong or is likely to go wrong
• Selective attention ability to concentrate on a task over a period of time without being distracted
• Speed of closure ability to quickly make sense of, combine and organize information into meaningful patterns
• Time sharing ability to shift back and forth between two or more activities or sources of information
• Written comprehension ability to read and understand information and ideas presented in writing
• Written expression ability to communicate information and ideas in writing so others will understand

Tools & Equipment

• Personal Computer
• Telephone with Headset
• Fax Machine
• Printer
• Copier/Scanner
• Postage Scale