Temporary Claims Examiner II

Temporary Claims Examiner II

Join a team that makes a meaningful difference in the lives of Montana workers and employers. As a Temporary Claims Examiner, you help ensure fair, timely, and accurate access to Unemployment Insurance benefits while guiding individuals through complex and often stressful situations. This role supports lawful and efficient program operations and offers a strong foundation for developing expertise in public service, policy application, and customer-focused problem solving.

MISSION STATEMENT:
Empowering all Montanans through work and opportunity. It's about the people and the impact we make in our communities every day. We are proud of our open, team-based, supportive, and collaborative work environments. Learn more about DLI here.

POSITION OVERVIEW:

Join a team that makes a meaningful difference in the lives of Montana workers and employers. As a Temporary Claims Examiner, you help ensure fair, timely, and accurate access to Unemployment Insurance benefits while guiding individuals through complex and often stressful situations. This role supports lawful and efficient program operations and offers a strong foundation for developing expertise in public service, policy application, and customer-focused problem solving.

WHAT'S IN IT FOR YOU:

• Meaningful public service:
  Play a direct role in supporting Montana workers and businesses during critical moments, helping ensure fair and timely access to benefits.
• Skill development and career growth:
  Build expertise in Unemployment Insurance programs, policy interpretation, and customer-focused problem solving within a structured learning environment.
• Transferable professional skills:
  Strengthen communication, conflict resolution, time management, and analytical skills that are valuable across public and private sector roles.
• Collaborative team environment:
  Work with a supportive team that values knowledge sharing, continuous improvement, and service excellence.
• Clear performance expectations:
  Succeed in a role with defined standards, structured workflows, and opportunities for feedback and development.
• Exposure to public sector operations:
  Gain experience working within state government systems, policies, and compliance frameworks.

ESSENTIAL FUNCTIONS:

• Explain UI processes:
  Communicate Unemployment Insurance laws, rules, and procedures clearly and professionally to claimants, employers, and stakeholders.
• Resolve claim issues:
  Troubleshoot eligibility questions, payment concerns, and system or process-related issues to support timely outcomes.
• Guide customers through claims:
  Assist with filing and reopening claims, responding to information requests, and understanding deadlines and requirements.
• Deliver multi-channel service:
  Respond to inquiries via phone, email, correspondence, and virtual platforms, adapting communication to diverse audiences.
• Present program information:
  Provide clear explanations of UI processes, requirements, and timelines to individuals.
• Manage caseload and workflow:
  Organize and prioritize work to meet established timeliness, accuracy, and quality standards.
• Apply program knowledge:
  Learn and maintain current understanding of UI functions, including claims intake, fact-finding, and documentation practices.
• Gather and document information:
  Collect, verify, and record information from claimants, employers, and third parties to support accurate, compliant decisions.

REQUIRED SKILLS AND

COMPETENCIES:

• Customer service and conflict management:
  Provide responsive, respectful service and manage difficult or emotionally charged interactions with professionalism and empathy.
• Clear communication:
  Explain complex policies and processes in plain language, both verbally and in writing, to diverse audiences.
• Time management and organization:
  Prioritize competing tasks, manage a personal workload, and consistently meet deadlines and performance standards.
• Policy application and learning agility:
  Learn, interpret, and apply UI policies, procedures, and systems across a variety of claim scenarios.
• Objectivity and professional judgment:
  Maintain neutrality and apply laws, rules, and policies consistently and without bias.

MINIMUM QUALIFICATIONS…