UI Benefit Specialist 1 - Non-permanent: Telework

You will provide direct customer service support for Unemployment Insurance services for all claim types including; providing excellent customer service on a large volume of inbound and outbound customer contacts via phone, email, chat or other media in a timely and accurate manner. Identifying customers’ needs, clarifying information, researching issues, and providing solutions in a professional, courteous and timely manner. You will assist claimants with the process of applying for Unemployment Insurance benefits including helping them understand how to navigate eServices and providing guidance regarding what information is required to file a claim and receive benefits.

Some of what you will do:

• Resolve complex problems by clarifying issues, researching and exploring answers and alternative solutions.
• Assist claimiants with filing all types of claims.
• Implementing solutions and/or escalating unresolved problems and communicating results to the customer and/or employer.
• Assist employers navigate the eServices and provide guidance related to how the unemployment insurance program works.
• Interview, review documents and process financial information to determine initial eligibility and monetary determinations.
• Obtain and analyze necessary data such as wage information.
• Detect discrepancies and clarify data through telephonic and electronic inquiries, correspondence, and interviews.
• Process all case actions in accordance with Federal law, State law and ESD policies and procedures.
• Communicate reporting requirements, benefits, and eligibility rights to claimants, employers, and third parties.

Required:
Six months as a Benefits' Technician or in an equivalent class within the Employment Security Department, or in another state's Employment Security agency.

OR: An Associate’s degree in social science, business administration, public administration, or related field.

OR: Two years of experience providing customer service such as assistance to clients and/or customers regarding inquiries, complaints or problems.

Additional Requirement of Employment:

• 
  Must be able to pass an Unemployment Insurance (UI) Claim & Benefit Information Review.
• If selected, you may be required to pick up your assigned equipment in Olympia or Spokane while practicing safety precautions.
• Internet speeds of 30mbps download and 2mbps upload, to test your internet speed please go to: www.speedtest.net.
  

Our agency's mission and values drive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.

Opportunity for All
We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.

If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Jeanette Nelson 564-200-2475 the Talent Acquisition Team, or Washington Relay Service 711. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.