UI Claims Examiner; Austin

Overview

Texas Workforce Commission connects people with careers across the state. While we are based in downtown Austin, TX just north of the Texas State Capitol, we have offices statewide. We're a Family Friendly Certified Workplace with great work-life balance, competitive salaries, extensive opportunities for training and development, and fantastic benefits. This position is based in our main office in downtown Austin, Texas at 101

E. 15th Street.

TWC is not considering applications from individuals who require sponsorship for an employment visa, including those currently on student or postgraduate visas. You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas.

A person with an eye for details, who is able to calmly explain facts and laws to customers. You are a problem solver and good listener, who communicates effectively and who understands the need to empathize with people who may be in difficult situations. Someone who is eager to assist people and provide them with essential information relating to their unemployment benefit debts.

The Interstate Unemployment Insurance (UI) Claims Examiner II – III performs complex to advanced (senior level) unemployment insurance over payment collection work. Work involves reviewing unemployment insurance benefit over payments for accuracy and completeness, verifying balance due and getting claimants to agree to a payment plan, or explaining collection action affecting their claim. This position will have a focus on receiving and referring interstate over payments.

Works under general to limited supervision, with moderate to considerable latitude for the use of initiative and independent judgment.

• Respond to external and internal communications via telephone, letter or e-mail and provide thorough, timely information.
• Review the TWC Unemployment Benefits automated system to relay to parties how over payments were established, encourage payment, and to provide payment options.
• Provide claimants with information on collection actions taken on their benefit over payments and the consequences of that action.
• Receive over payment data from Unemployment Agencies in other states and logging into TWC system in order to collect over payments from current Texas claimants.
• Keep reports and other production documentation up to date, based on time frames indicated by supervisor or other management.
• Perform other duties as assigned.

• UI Claims Examiner II:
  Three years of full-time experience in the gathering of information, interviewing, counseling, or in the instruction, demonstration, and interpretation of policies in a public or private enterprise; in unemployment insurance work; or in workforce development issues or programs.
• UI Claims Examiner III:
  Four years of full-time experience in the gathering of information, interviewing, counseling, or in the instruction, demonstration, and interpretation of policies in a public or private enterprise; in unemployment insurance work; or in workforce development issues or programs.
• Both Levels:
  Relevant academic credits may be applied toward experience qualifications for this position.

• Basic billing or collections experience
• Basic experience with use of MS Excel, Word, Outlook, and SharePoint or their equivalents
• Experience in taking calls from a shared phone queue line
• Good conversational/listening skills and/or verbal “de-escalation” skills
• Familiarity with the TWC Unemployment Benefits system, ICON and or IRORA is a plus

• A Family Friendly Certified Workplace.
• Competitive starting salary: $3,100.00-$4,500.00/month
• Defined Retirement Benefit Plan
• Optional 401(k) and 457 accounts
• Medical Insurance
• Paid time off, including time for vacation, sick and family care leave
• Additional benefits for active employees can be found at https://(Use the "Apply for this Job" box below)..

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