State of Arizona :

 

Job Information
Job Title:  Unemployment Insurance Specialist 
Agency:  DEPARTMENT OF ECONOMIC SECURITY 
Job Reference ID:  55331 
Category:  CUSTOMER SERVICE 
Grade:  15 
Posted Date:  04/08/2020 
Close Date:   
Job Description



DEPARTMENT OF ECONOMIC SECURITY

Your Partner For A Stronger Arizona

Unemployment Insurance Specialist

Inbound - Call Center

Tucson, AZ 85706

Would you like to be part of an amazing culture that helps Arizonans reach their full potential through temporary assistance? The Arizona Department of Economic Security is looking for individuals that are committed to service, community, and teamwork.

Why Should You Apply?

We offer a competitive benefits package that is unmatched by the private sector and a culture that encourages team success and advocates for personal advancement.

-       Affordable Health, Dental, Vision and Life Disability Insurance

-       10 holidays per year

-       Paid Vacation and Sick time off - start earning it your 1st day

-       Eligible to participate in the Public Service Loan Forgiveness Program (must meet qualifications)

-       Contribute to, and participate in the Arizona State Retirement System

-       Ride Share and Public Transit Subsidy

-       Career Advancement Opportunities

-       Tuition reimbursement

Interested?

Apply through azstatejobs.azdoa.gov. For questions about this career opportunity, please call (602) 542-1235. Requests for accommodations can be made by calling this number or by clicking this link to access the ADA Job Board.

The Department of Economic Security, Division of Employment and Rehabilitation Services/ Unemployment Insurance (UI) is seeking an experienced and highly motivated individual to join our team as a Call Center Customer Service Representative. This position is responsible for providing quality customer service to the public while interviewing and gathering pertinent information to complete the benefit determination process. Complete more in-depth investigations of the more difficult or complex eligibility issues, and in accordance with administrative law, to process and write legal non-monetary determinations of claimants right to receive benefits and/or chargeability to employer tax accounts. Advancement journey opportunities available. This position will require working Sunday's.

 

Major Responsibilities:

-       Educate the UI claimant in the correct process of submitting weekly certifications for prompt payment of their potential benefits

-       Extensive telephone interviewing with claimants and/or with employers

-       Explain rules, and policies to claimants

-       Provide accurate and complete documentation in in the UI automated system

-       Develop and cultivate employer relationships

 

Knowledge, Skills and Abilities:

-       Knowledge of federal, state, and agency statutes, rules, and regulations applicable to area of assignment

-       Knowledge of the principles and issues of new UI claims filing

-       Knowledge of community resources to assist claimants obtain suitable and sustainable employment and or obtain other assistance

-       Knowledge of independent decision making and knowing when to elevate decisions

-       Skill in conducting interviews and gathering information while providing excellent customer service to clients seeking benefits offered by the Division

-       Skill in navigating through multiple computer programs simultaneously

-       Skill in program processing systems, Internet, Excel, Outlook, Word, automated office systems

-       Skill in verbal and written communications, organizational skill, and time management

-       Skill in typing with speed and accuracy while interviewing clients typing 35-45 wpm

-       Ability to work as a team player, be flexible and reliable

-       Ability to learn basic federal, state and agency statutes, rules and regulations applicable to the public assistance programs

-       Ability to work independently with minimal supervision, may require contact with irate or hostile customers

-       Ability to work in a Call Center environment

-       Ability to multi-task in a fast-paced environment

-       Ability to develop and maintain effective working relationships with both internal and external clients

-       Ability to work at least 40 hours per week and provide support to the team or department

-       Ability to attend training and learn how to complete the above job duties

Licenses and Certifications:

-          High School diploma or equivalent

-          Must have two year of direct customer service experience in person and/or on phones.

-          Travel may be required for State Business.  Employees who drive on State business must complete any required driver training (see Arizona Administrative Code R2-10-207.12.) AND have an acceptable driving record in accordance with DES Fleet Management-Safety Program policy and procedures (DES 1-07-26 & DES 1-07-26-01). Employees may be required to use their own transportation as well as maintaining valid motor vehicle insurance and current Arizona vehicle registration; however, mileage will be reimbursed.

 

Qualifications:

-          Bilingual in Spanish is preferred

All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress.  Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.  State employees are highly engaged, collaborative and embrace a culture of public service.

Equal Opportunity Employer/Program - Under Titles VI and VII of the Civil Rights Act of 1964 (Title VI and VII), and the Americans with Disabilities Act of 1990 (ADA), Section 504 of the Rehabilitation Act of 1973, the Age Discrimination Act of 1975, and Title II of the Genetic Information Nondiscrimination Act (GINA) of 2008; the Department prohibits discrimination in admissions, programs, services, activities, or employment based on race, color, sex, national origin, age, disability, genetics and retaliation. To request this document in alternative format or for further information about this policy, contact your local office; TTY/TDD Services: 7-1-1. -Free language assistance for DES services is available upon request.

 

 
Position Requirements
Position Level:    Hours:   
 Work Arrangement:     Employment Type:   
Hourly Rate:  $0.00 / per hour  Salary:  $30,909.01-30,909.01 

 

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