Post Date: 11/20/2018
Close Date: 12/28/2018
This recruitment is to augment the candidate pool generated by job announcement EMP18-0164oc. If you have previously applied for this position, you do not need to reapply. Names of qualified applicants will remain on the list for further consideration.
We are excited to announce multiple openings for Business & Employment Specialist 1 (Unemployment Insurance Claims Specialist) positions in our Unemployment Insurance Division. Bilingual applicants are encouraged to apply.
These limited duration, part-time positions are located in Beaverton, Oregon (approximately a mile from Highway 26 and 217).
This recruitment will be used to establish a list of qualified applicants to fill the current vacancies and may be used to fill future vacancies as they occur.
These positions are represented by the Service Employees International Union (SEIU).
Our Mission: The Employment Department is a state agency with a mission to Support Business and Promote Employment. We accomplish this by administering the Unemployment Insurance (UI) program; recruiting and referring applicants to job openings and assisting job seekers in their employment searches (Workforce Operations); and developing and distributing workforce and economic information (Workforce and Economic Research).
Our Values: Openness, trust, and integrity; Quality with agility; Delighting the customer; Teamwork with responsibility; and Humor, fulfillment, and inclusion.
Duties & Responsibilities
What you will be doing:
The primary purpose of this position is to have regular telephone, Internet, E-mail, and mail contact with individuals filing for and/or claiming Unemployment Insurance benefits. UI Claims Specialists detect, identify, and set-up potentially disqualifying issues during the initial and the on-going interactions with individuals. It is a technical position requiring extensive knowledge of complex Federal laws, State statutes, Administrative Rules, and policy manuals relative to the unemployment insurance program. The position requires skills in identifying issues; gathering, evaluating, interpreting and presenting facts in relationship to application of the laws, rules and policies governing the program. A UI Claims Specialist is in a production environment and must balance quality and quantity performance expectations and maintains an organized work area. Processes and procedures are adjusted on a regular basis to assure the Integrity of the Program. Duties include:
Unemployment Insurance Eligibility
Receive a high volume of customer information through automated entry from telephone and/or internet systems; obtain and clarify additional information from telephone interviews to assist customers in filing for unemployment insurance benefits. Simultaneously enter claims information and documentation into computerized database for all types of initial, additional and continued claims.
Monitor call queues for number of calls waiting and wait times; organize workload to be responsive to team members and to meet customer needs and production goals; manage the length of calls accordingly.
Respond to inquiries from a diverse population of customers; answer claims related questions, interpret unemployment insurance laws and rules and correct problems on claims already in existence.
Work with UI Benefits and Tax Sections to resolve claims with missing wages.
Respond to requests by claimants, employers and the general public. Review claimant eligibility and payment status by interviewing claimants to ensure proper processing of payments or suspension of payments pending further action or investigation.
Educate employer and business community about department services. Provided technical assistance to employers regarding laws and rules governing UI and Workforce Operations (WO).
Use personal computer systems with intranet and internet to review and manage work including using macros to process claims; using imaging for retrieval of documentation regarding eligibility for unemployment insurance benefits.
Provide information to the public regarding the UI program while maintaining confidentiality requirements; handles unique requests to identify and resolve problems raised by claimants or employers.
Evaluate and validate the work search of claimants to determine compliance with active work search requirements. Work with claimants and/or employers on a daily basis who may be emotional, uncooperative, hostile, abusive and/or threatening.
What's in it for you:
We offer a workplace that balances productivity with enjoyment; promote an atmosphere of mutual respect, dedication, enthusiasm and optimism; and encourage learning and mentoring.
The Oregon Employment Department strives to create an inclusive environment that welcomes and values the diversity of the people we serve. The Oregon Employment Department fosters fairness, equity, and inclusion to maintain a workplace environment where everyone is treated with respect and dignity regardless of race, color, national origin, religion, sex, sexual orientation, gender identity, marital status, age, veteran status, disability, or status as a victim of domestic violence, harassment, sexual assault, or stalking. This policy applies to every aspect of our employment practices, including recruitment, hiring, retention, promotion, and training. A goal of the Oregon Employment Department is to become an employer of choice for individuals of all backgrounds and promote an inclusive workplace culture that encourages diversity and allows employees to excel.
Qualifications, Required & Requested Skills
This is what you need:
Minimum Qualifications (Required Skills)
Two years of full-time heavy public-contact experience asking people for information, making notes, and deciding an action based on the information. Examples of qualifying experience are eligibility interviewer, application examiner, employment and claims aide, examination proctor, information clerk, insurance aide, public counter intake person, or retail industry if it involved the above stated experience. OR
Two years of education or experience. Listed below are examples of acceptable experience. 45-quarter (30-semester) college-level credits in Human Resources, Vocational or Career Counseling, Social Services, Psychology, Education, Business or Public Administration, Communication or related field substitute for one year of experience.
DESIRED ATTRIBUTES (Requested Skills): In addition to your related work experience and education, we will use the attributes below to determine whom to interview. You are not required to have all of these attributes, but please make sure that the ones you do have are clearly demonstrated in your application materials. Your application may be graded on spelling, grammar, punctuation, and presentation.
Ability to work effectively and collaboratively with others.
Demonstrated commitment to Diversity and Inclusion.
Excellent customer service skills, with the ability to deal with upset customers.
Demonstrated ability to understand and communicate complex information including law, rule or policy.
Demonstrating intermediate computer skills (Outlook, Word & Excel) in a fast paced, open office environment with frequent distractions
Ability to maintain performance expectations while remaining flexible with changing priorities.
Clear, concise and accurate use of both written and verbal communication.
Preference will be given to bi-lingual candidates for Spanish, Russian, and/or Vietnamese.
Preference may be given to applicants with; call-center experience, customer service experience, especially by phone, and working knowledge of Unemployment Insurance benefits.
Complete the online application, including the supplemental questions; and
Submit a professional cover letter, no longer than two pages. Please name the cover letter file: Cover Letter EMP18-0164oc.
Failure to submit the required professional cover letter with your online application will result in the elimination of your application.
Note: Candidates whose training and/or experience most closely match the requirements and requested skills (desired attributes) above will be eligible for an interview.
Continual use of telephone and computer system to process work and be adaptable to technological changes/updates in computer technology to process work. Must be able to work in an open office environment which includes close proximity to co-workers and fluctuating noise levels. Requires maintaining objectivity while working with parties who are frequently emotional, angry, and/or hostile. Requires adjusting to continually changing laws, workload, rules, policies, and procedures to perform daily work.
How to Apply
To apply for this position, follow the "Apply" link above and complete the Oregon employment application online. Please use name you want us to address you by.
Attach your cover letter.
Answer the supplemental questions.
All application materials must be received by the closing date and time posted on this announcement.
Your application materials must include work experience that supports how you meet the minimum qualifications and Requested Skills above. A resume (attached or text) will not replace the work experience section of the application. Work experience is based on a 40 hour work week. (Example: 20 hours a week for one year would equal six-months of work experience.)
Transcripts are required as part of our interview process if you are using education or coursework to meet the minimum qualifications. Transcripts can be provided at the time of application or during an in-person interview.
Employment is contingent on the outcome of a criminal records check which may require fingerprints (FBI). Any history of criminal activity will be reviewed and could result in the withdrawal of the offer or termination of employment.
The Oregon Employment Department does not offer visa sponsorships. Within three days of hire, all applicants will be required to complete the US Department of Homeland Security's Form I-9, confirming authorization to work in the United States.
For more information on veterans' preference points, visit: Veterans Resources
Questions and Application Support:
For questions about the job announcement, call 503-947-1289.
For technical help with your login or online application issues, call 1-855-524-5627 from 6:30a to 5:30p PT M-F by leaving a voicemail. It may take up to 24 hours to receive a response. If you do not receive a response after 24 hours, you can email Technical Support at firstname.lastname@example.org.
The Employment Department is an Equal Opportunity, Affirmative Action employer, committed to a diverse workforce with equal opportunity programs.
Complete details: https://bit.ly/2A78leC