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Job ID: 2707

Division:	UCX
Location:	OMAHA, NE US
Travel Involved:	None/Not Specified
Job Type:	Full Time
Job Level:	Entry Level
Education:	Associates Degree or Equivalent
Category:	Administrative and Support Services ,Client Services

Position Summary:
Summary: The Unemployment Insurance Consultant functions as the primary client contact for the gathering of separation information and investigation of claims. This position acts as the primary contact between the client companies and state unemployment agencies and is responsible for receiving, analyzing and responding to unemployment claim-related documents within pre-determined time limits. Essential Duties and Responsibilities: Provide excellent customer service by establishing a rapport with clients and the state agencies. Receive and prioritize claims, questionnaires, determinations and other unemployment related data. Analyze individual case information by reviewing data accessed through the PC, from the investigative telephone calls or document images, to determine if the facts warrant a response. Using the details regarding an employee’s separation provided by the client, interpret and apply state laws and regulations in response to unemployment documents. Respond to a customer or state agency with all pertinent details within the time frame allowed by the state or departmental procedures. Initiate timely telephone calls, faxes or emails to the customer to obtain, document or pass along needed information. Verify and analyze client information stored on the PC prior to calling the client to ensure that each call is focused and complete and customer satisfaction is achieved. Document details of client calls while on the phone, inputting this directly into the PC via keyboard for future review. Ensures that work is accurate and complete, processed in a timely manner with proper spelling and grammar. Investigates and resolves any client concerns with supervisor, other departments and/or Account Managers in a timely manner. Performs any additional functions needed to meet the goals of the department. Overtime is required in order to meet client deadlines.

Requirements
Minimum Education and/or Experience: Associate’s degree (A.A.) or equivalent from two-year college or technical school; or two years customer service related experience and/or training; or equivalent combination of education and experience. Bachelor’s degree preferred. Previous office experience with an emphasis on customer service, organization of work duties and performing job functions independently Experience dealing with dated material and/or strict adherence to deadlines 4-6 weeks of immediate, mandatory and uninterrupted training are required upon hire. Minimum Qualifications and Competencies: Excellent analytical skills, problem solving and decision making abilities Excellent Customer Service skills Excellent interpersonal, oral and written communication skills Ability to work well within a team High ethical standards Ability to handle a high volume of work and work under deadlines Ability to follow policies and procedures; complete administrative tasks correctly and on time. High level of organization and multi-tasking abilities High level of professionalism Self-motivated with high level of initiative Computer Skills Required: Proficiency with Microsoft Office PC applications including Word, Excel, and Outlook Ability to type 35 WPM Preferred Qualifications: Previous experience or familiarity with Unemployment Insurance and the Unemployment Claims process Physical Requirements or Environmental Factors: Office environment with medium to heavy keyboarding, phone contact and use of mouse
Equal Opportunity Employer M/F/D/V