Post Date: 01/10/2020
Close Date: 01/27/2020
$2,990 - $4,312/month
**Please note: Salary range posted is the Non-PERS salary range. If you are a participating PERS member the salary range is $38,364 - $55,332/year.
JOIN OUR TEAM!
Bring your customer service skills to our team! We are seeking a proactive learner and resilient contributor to join our Unemployment Contact Center.
Every employee at the Employment Department is passionate about serving Oregonians and Oregon businesses. If you feel inspired and motivated by our mission, vision, and values, we invite you to join us in exceeding our customers’ expectations!
Our mission: to support business and promote employment. We do this by providing stability for Oregonians and communities during times of unemployment, by helping businesses find great workers and job seekers find employment, and by providing workforce and economic information to promote informed decision making.
Our vision: an Oregon where meaningful work enables the state’s diverse people and businesses to realize their full potential, creating prosperity in every community.
Our values:Integrity - We are trusted to keep our word, always acting with honesty and courage. Respect- We value diverse perspectives, assume good intent, and act with compassion. Community - We foster a sense of belonging for our employees, partners, and customers, creating positive impacts where we live and work.
What will you be doing:
We are looking for talented individuals to join our team as Claims Specialists! You will provide support to assist a high volume of customers (claimants/employers) via telephone, email, and/or computer software systems. Provide unemployment insurance benefits to eligible unemployed Oregonians by processing unemployment insurance benefit claims and assisting claimants and employers with the unemployment insurance benefit process. This requires responsibility, multi-tasking, customer focus, willingness to learn, adaptability and resilience, and working with information to process unemployment insurance benefits for unemployed Oregonians. As a Claims Specialist, you should thrive in an environment with a high volume of diverse customers and have the ability to balance the quality of service provided with the quantity of customers or work in the queue.
In this role you will:
Receive a high volume of customer interaction via telephone and/or internet systems; obtain and clarify additional information from customers filing for unemployment insurance benefits, and simultaneously enter claims information and documentation into computer databases for all types of unemployment insurance claims
Respond to inquiries from a diverse population of customers; answer claims related questions, explain unemployment insurance laws and rules and correct problems on claims already in existence
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 Unemployment Insurance program while maintaining confidentiality requirements; handle unique requests to identify and resolve problems raised by claimants or employers
Participate in an 8 week paid training to learn about the claims process, unemployment insurance laws, and phone and computer systems
For a complete list of duties and responsibilities, please got to https://www.oregon.gov/employ/Agency/Documents/Position%20Descriptions/PD_BES_0X.pdf
What’s in it for you!
A workplace that balances productivity with enjoyment, and encourages learning and mentoring.
An inclusive and fair work environment where employees feel valued and supported in reaching their full potential.
Rewarding work in a fast-paced, creative environment with colleagues who are passionate about public service.
Work/life balance, 10 paid holidays a year, and a competitive benefits package
What we are looking for!
Responsibility: Demonstrated responsibility for your own actions and a commitment to performing assigned tasks. Ability to comply with requirements regarding sensitive and confidential data.
Multi-tasking: Ability to attend to multiple tasks simultaneously and enthusiastically, deliver high quality work on time, and remain productive and calm in pressured environments.
Willingness to Learn: Demonstrated ability of being open to new experiences, seeking both positive and negative feedback, looking back on past experiences and considering alternate courses of action, and finding patterns and order in complex information.
Customer Focus: Ability to professionally interact with a high volume of diverse customers providing service that exceeds the customers’ expectations.
Adaptability and Resilience: Ability to be comfortable with changing or uncertain environments. Ability to remain professional, calm and adapt communication style with diverse customer needs or customers that are frustrated, upset or critical.
Working with Information: Ability to efficiently and effectively use data, critical thinking, and analytical reasoning to gather information and apply laws, rules and polices to solve problems and make decisions.
Commitment to valuing diversity and promoting inclusion
Required Minimum Qualifications: Qualified candidates will have a minimum of 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 above 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.