UI Claims State Call Analyst

As the largest privately held service provider in our industry, Thomas & Company provides our clients with unmatched unemployment cost control, employment verification and tax credit services.

The position of the UI Claims State Call Analyst is to process state calls while preparing and maintaining supporting documentation as it relates to the claim. This position will serve as a subject matter expert and liaison between our clients and state agencies regarding requests for additional information related to unemployment claims.

Essential Duties and Responsibilities

• Receive and process incoming state call request via phone, fax, and email as they are uploaded to the State Call Queue
• Check voicemails, utilize daily reports, and refresh State Call Queue on an hourly basis to ensure all state calls and client inquiries are responded to in a timely manner
• Review unemployment case files prior to reaching out to the client for further information
• Contact clients for additional requests for information within 4 business hours of receipt
• Provide detailed and accurate information to state adjudicators within specified time period
• Review incoming documents and redact confidential information prior to submitting to appropriate state agencies and make sure documents are saved properly
• Document activity in all Internal platforms as necessary
• Escalate client related issues to your Claims Manager
• Maintain expected work efficiency score
• Other duties as assigned

Requirements and Qualifications

• High School Diploma
• 2+ year experience with customer service
• Must be proficient in MS Office Suite, Outlook, Internet
• Ability to take initiative and work independently with little supervision
• Ability to define priorities and handle multiple tasks and projects
• Adaptable; able to change focus quickly.
• Ability to handle sensitive and confidential information appropriately
• Excellent written and oral communication skills
• Professional demeanor with the ability to interact tactfully
• Ability to work well with varying levels of internal management staff
• Ability to maintain positive working relationships with clients, peers, team members and leadership
• Ability to deal with stressful situations to achieve desired business results
• Strong detail orientation, organizational, analytical and time management skills
• Must have the ability to be punctual and maintain excellent attendance
• Ability to understand complex information and write a summary describing the events
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Special Considerations and Prerequisites

• Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully
• Maintains confidentiality, remains open to other's ideas and exhibits willingness to try new things
• Prioritizes and plans work activities, uses time efficiently and develops realistic plans
• Demonstrates accuracy and thoroughness and monitors own work to ensure quality
• Adapts to changes in the work environment, manages competing demands and can deal with frequent change, delays or unexpected events
• Consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance

Current Openings for UI Claims State Call Analyst Jobs at Thomas and Company