Description of Work
This is an ongoing position to fill multiple Time-Limited positions for up to 1 year for UI Benefits Claims Representative
This position is based in the Customer Call Center within the Division of Employment Security. It will provide administrative assistance to customers who are initiating Unemployment Insurance Claims through telephone and/or internet. Speaking with and interviewing clients filing claims, entering personal and work history information into the computer systems. Provides basic information regarding requirements for filing a claim, penalties for fraudulent claims, reemployment services, eligibility status, and appeal procedures. Verifies citizenship status, lawful alien registration and document issues related to barriers to employment. Processes and/or troubleshoot internet and/or telephone claims and responds to e-mails using Microsoft Outlook about unemployment insurance services. Creates and composes documents in Microsoft Word and Microsoft Excel. The work schedule for this position is Monday through Friday, 8 a.m.
This posting include multiple positions:
65010129, 65010130, 65010131, 65010132, 65010133, 65010134, 65010135, 65010137, 65010138, and 65010139 Knowledge, Skills and Abilities / Competencies
Qualified applicants must submit an application that clearly reflects work experience that demonstrates the following:
Demonstrated experience in a high call volume call center environment handling a continuous flow of inbound and/or outbound calls (approximately 60-80 a day).
Demonstrated experience explaining company, government benefits, eligibility, products, programs and/or services to the public.
Demonstrated experience obtaining information using interviewing and/or investigative techniques to process claims or payments.
Demonstrated experience communicating verbally and in writing to document call center transactions while entering data accurately using basic programs as Windows, Word, Excel, Internet, etc.
~Applicant must meet both the minimum education and experience requirements and all posted Knowledge, Skills and Abilities / Competencies requirements to be considered Qualified for the position. Minimum Education and Experience Requirements
Bachelor's degree from an appropriately accredited institution accompanied by at least one (1) year of experience.
Associate's degree from an appropriately accredited institution accompanied by at least three (3) years of experience.
High School or General Educational Development (GED) diploma and five (5) years of experience.
Reviewing, evaluating, or processing requests for program participation or eligibility; processing claims for benefits or payments; or other benefits program related experience that would include the analysis of criteria, funds, policies, or performance for compliance with program rules, regulations, laws, and /or practices.
Knowledge of customer service practices and principles
Experience with documenting information from calls into internal system.
Excellent data entry and typing skills
1-3 years in a call center environment
Ability to handle stressful situations appropriately
Supplemental and Contact Information
For consideration for this vacancy, all applicants must complete an on-line application using this link https://www.governmentjobs.com/Applications/Index/northcarolina. If multiple applications are submitted to an individual posting only the most recent application received prior to the posting close date will be evaluated for consideration. Applications for positions requiring specific coursework must be accompanied by a copy of the applicant's transcript.
INCLUDE ALL RELEVANT EDUCATION, WORK EXPERIENCE IN THE DESIGNATED EDUCATION AND WORK HISTORY SECTION ON THE FORMAL APPLICATION.
Applications with "see attached" or resumes in lieu of completed education and work experience on the formal application will be deemed incomplete and will not be eligible for consideration for the vacancy. All attachments, unless specifically requested in the vacancy announcement (i.e. transcripts, proof of licensure or certification, etc.), are considered optional and will not be reviewed during initial screening to determine applicant eligibility for the vacancy.
Applicants requesting and receiving an accommodation under the Americans with Disabilities Act (ADA) are eligible to submit paper applications via mail or by fax.
Applicants seeking Veteran's Preference must submit a DD Form 214, Certificate of Release or Discharge from Active Duty. This information may be attached to the on-line application or may be faxed.
Applicants may check the status of their application for a vacancy at any time by logging in to the government jobs system using the above link. Once the applicant has logged in, the status of each submitted application is documented next to each vacancy for which he/she has applied.
This position is subject to a National and International Background Investigation and/or Fingerprinting as required by applicable law.
For technical issues with your application, please call the NeoGov Help Line at 1-855-524-5627.
Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account. Processing applications will take an average of 6 - 8 weeks due to the high volume of applications received. It is not necessary to contact the Human Resources Office to check the status of an application.
Recruitment & Salary Administration Technician
Division of Employment Security
North Carolina Department of Commerce
Phone: (919) 707-1683
Fax: (919) 733-0774
State Of North Carolina