Unemployment Insurance Claims Specialist

Unemployment Insurance Claims Specialist

Agency: 290 Employment Security Commission

Supervisory Organization: Tulsa Call Center

Job Type: Regular

Compensation: Annual salary: $40,948.00 - $45,423.79 (based on education and experience)

Working Hours: Full-time, Monday through Friday 8:00 am – 5:00 pm (Oklahoma City, OK or Tulsa, OK)

Benefits: The State of Oklahoma offers a comprehensive Benefits Packet, including a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.

• Assist customers with unemployment‑insurance (UI) program needs in an inbound call center environment in a timely fashion.
• Assist customers with re‑employment program needs in an inbound call center environment in a timely fashion.
• Assist business customers with the UI program and any employer‑service needs in an inbound call center environment in a timely fashion.
• Perform various clerical duties and/or support activities working in conjunction with other agency staff and departments towards the Employer Services / UI Services / Re‑Employment Services processes.
• Maintain the required safety and security protocols associated with the responsibilities mentioned above.
• Support and train UI functions in the American Job Center.

• Conduct interactions with stakeholders in a professional and courteous manner.
• Respond to inbound inquiries regarding Unemployment Insurance.
• Conduct interviews with various parties and document information received to support the administration of the Unemployment Insurance program.
• Provide general information about the Unemployment Insurance and Re‑employment processes.
• Perform various tasks to assist stakeholders with the resolution of problems or concerns related to existing Unemployment Insurance claims, including monetary eligibility, payments, and the filing of appeals.
• Evaluate evidence and testimony for the purpose of adjudicating Unemployment Insurance claims in accordance with applicable statutes and rules.
• Attend meetings and training as required.
• Coordinate with other agency departments as needed.
• On‑site attendance is an essential function of the position, as the role requires direct interaction with staff, clients, and on‑site office resources.
• Employer Compliance – resolution of disputes related to in‑state wages reported.
• Benefit Payment Control – resolution of potential issues related to identity verification, reported earnings, or new hire investigations.
• Benefits Administration – resolution of issues related to child support, alien verification, or federal, military, and out of state wage requests.

• Knowledge of spelling, punctuation, business English, business mathematics, modern office methods and procedures, maintenance of records related to assigned programs.
• Excellent verbal and written communication skills.
• Ability to maintain professional telephone etiquette; work with difficult customers; work alone; work with others as a contributing team member; multi‑task; understand major policies and procedures governing assigned programs; maintain effective working relationships; handle confidential work; interpret and handle routine matters in accordance with agency policy; follow oral and written instructions.

• Work is typically performed in an office setting with climate‑controlled conditions and exposure to moderate noise. Employee will be sitting, talking, standing, and/or reaching with hands and arms. This position requires long periods of sitting or standing and use of the computer and phone for the length of the workday.
• This position will require 5 days of work in the office.

• Education and experience requirements:
  
  5 years of experience in employment services, career or vocational guidance and counseling, personnel, recruitment, training, customer services or social services related work; or an equivalent combination of education and experience substituting thirty semester hours from an accredited college or university for 3 years of the required work experience.