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Unemployment Benefit Specialist
Ref No.: 18-06509
Location: Rochester, New York
Provide client support, including educating the client on the unemployment claim process, processing unemployment documents, performing research and ensuring accurate and timely information is provided to state agencies.
•Communicates with clients on a daily basis to discuss claimant separation reasons. Gathers the necessary information to respond to the state's request and educates the client on best practices to manage UI benefits.
•Processes unemployment claims-related matters in approximately 20-25 states, which require all forms to be completed with detailed and accurate separation information within state specific regulations.
•Utilizes established tracking mechanisms in order to ensure clients have been contacted and state responses have been completed within the established timeframes to ensure compliance with agency regulations.
•Develops and maintains basic system and product knowledge including an understanding of the product offering and regulatory changes; allowing them to inform clients proactively of any changes that could impact their business
•Researches and responds timely to less complex internal and external escalated calls to ensure ongoing client satisfaction and client retention.
•Participates in special projects to increase client satisfaction, enhance the product, departmental knowledge and efficiencies.
Education
•Associates degree preferred

Experience
•Minimum-2 years customer service experience

Knowledge/Skills
•Good verbal and written communication skills, proficiency with Microsoft office is required, ability to work in a fast paced environment