ES UI Benefit Specialist 2 -Adjudication: Internal Only - Telework
State of WashingtonDescription
- The ideal candidate in this role will be able to work in a fast-paced contact center environment taking calls, assisting individuals and employers with claims related questions, and making tough decisions on a person’s eligibility. They will be strong communicators, flexible in their methods, have a high level of empathy, are welcoming, have a willingness to learn and will be change agents in support of agency business initiatives. They will be comfortable with technology, experienced in providing phone-based customer service, and have basic computer skills to include utilizing web-based programs and Microsoft Office (Word and Excel). Candidates will exemplify the agency values of integrity, kindness, equity, and inclusion and will have a proven track record for providing excellent customer service and interacting with people who are from a wide variety of backgrounds, ethnicities, and beliefs.
As a UI Employment Security Benefits Specialist 2 at the Claims Center, you will support Employment Security Department’s mission and vision of providing Washington’s workers equitable access to programs that contribute to economic security by providing professional duties related to Unemployment Insurance (UI) programs and services. Utilizing a thorough understanding of UI law and policy, you will also work independently to issue determinations to allow or deny UI benefits and advise claimants of final rights and responsibilities. If selected for our hybrid model, you will also complete a wide range of tasks that support Unemployment Insurance services for all claim types, including our most complex intake work in a manner that ensures equitable access, accuracy, and timely UI benefits. These are full-time permanent positions that are primarily telework but may need to go into the office for occasional meetings or events.
This opportunity is available to current Internal Employment Security Department staff ONLY and positions are located within the Claims Center Enterprise and may be connected to Lacey or Spokane.
We encourage those who fluently read, write, and speak in other language(s) in addition to English to apply. Duties
You will be expected to provide direct customer service support for Unemployment Insurance services including providing excellent customer service on a large volume of inbound and outbound customer contacts via phone, email, chat or other media in a timely and accurate manner and adjudication of a full range of issue cases. You will apply complex laws, policies, rules, regulations, and procedures to process and adjudicate Unemployment Insurance Claims on a variety of issues. Identifying customer's needs, clarifying information, researching, gathering, and analyzing required information to provide claims related guidance, solutions, and make a accurate determinations.
Some of what you will do:- Detect and resolve discrepancies and clarifying data through telephonic and electronic inquiries, correspondence, and interviews for all initial UI claim types and appropriate resolution of issue cases.
- Conduct investigative interviews with claimants, employers, and third parties.
- Determine rebuttal requirements and the need for additional facts.
- Recognize and re-calculate incorrect payments of benefits and establish overpayments.
- Review claimant appeals and determines if appeal or redetermination is appropriate, as needed.
- Process Employer SIDES responses and Employer web notices.
- Ensure that limited English proficient clients receive properly translated forms and translation services from interpreters.
- Ensure claimants needing special assistance in accessing Unemployment Insurance benefits are appropriately accommodated.
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Qualifications
Required: Qualifying candidates will meet one of the following criteria options:Option 1: Five (5) years of relevant experience or any combination of relevant experience and education totaling 5 years.
Option 2: One (1) year of experience as an Employment Security Benefit Specialist 1 OR with another state that administers insurance benefits programs.
Option 3: A bachelor’s degree in social science, business administration, public administration or related field AND one (1) year of the required experience below.
Option 4: An associate’s degree in social science, business administration, public administration or related field AND three (3) years of the required experience below.
The required experience includes:
Eligibility Determination and Case Management: Skill in evaluating eligibility and managing cases.
Claims Review and Documentation: Ability to review claims and obtain necessary documentation.
Claims Processing and Adjudication: Skill in processing and adjudicating claims
Legal Interpretation: Proficiency in reading and interpreting administrative codes.
Policy and Legal Knowledge: Ability to explain relevant laws and appeal rights.
Program Knowledge and Communication: Ability to explain program requirements and services.
Problem Resolution and Communication: Skill in resolving issues and communicating outcomes.
Adaptability, Versatility and Task Management: Ability to perform various tasks as needed including those of lower-level positions.
Additional Requirement of Employment:- Must be able to pass Unemployment Insurance (UI) & Paid Family and Medical Leave (PFML) claim and fraud check.
- Internet service with speeds of 30mbps download and 2MB upload latency (ping) speeds under 50ms.To test your internet speed please go to www.speedtest.net. YOU MUST ATTACH A COPY OF YOUR RESULTS FROM SPEEDTEST.NET WITH YOUR RESUME AND COVER LETTER.
- These positions require hardwired connections to stable and consistent steady streaming high-speed internet service. Internet services that provide data in batches such as satellite internet and cellular hot-spots are not compatible with our Claims Center phone system.
Please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy.
Attach your Cover Letter, and Resume with your Online Application through the "Add Attachments" field. A resume will not substitute for the "work experience" section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.
NOTE: Any documents uploaded through this platform will be securely transmitted electronically to support application review.Supplemental Information
and Our agency's mission and values drive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.
Opportunity for All
We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.
The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.
If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Cheyenne Pernites or the Talent Acquisition Team prior to the recruitment closing. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.
This recruitment may be used to fill additional agency-wide positions in accordance with Article 4 of the WFSE Collective Bargaining Agreement.