This position will be located in the Remote Services Center and will assist customers who are initiating Unemployment Insurance claims through the telephone or internet. Consultants will work in a call center environment to assist clients filing initial intrastate and interstate claims. Consultants will conduct interviews with customers filing claims and will enter personal data and work history information into the computer system. Consultants will also provide information to customers regarding legal requirements for filing, penalties for fraudulent claims, reemployment services, eligibility status and appeal procedures. Consultants will verify client's citizenship status or lawful alien registration status and document issues related to barriers to employment. Consultants will also process or troubleshoot internet and/or telephone initial claims and respond to email inquiries from claimants about unemployment insurance services.
Knowledge, Skills and Abilities / Competencies:
This position requires the communication skills needed to interpret unemployment insurance guidelines, answer inquiries, advise others regarding unemployment processes, services, and operations over the telephone, and prepare concise and factual written reports. Also requires the ability to recognize, define and resolve non-standard problems using operating procedures, practices and established precedents, and the interviewing skills needed to analyze, interpret, and evaluate information and conflicting opinions, and the ability to apply the provisions of the Employment Security law, rules, regulations, and procedures to specific cases.
Minimum Education and Experience Requirements:
Graduation from a four-year college or university and one year of experience in human resource administration, case management, job development and placement, employment counseling, vocational guidance and counseling, social work, vocational rehabilitation, claims analysis, or related public contact work dealing with job applicants and employers in a variety of functions; or an equivalent combination of education and experience.
Management prefers applicants with prior customer service experience in a call center and UI claims processing experience.
Supplemental and Contact Information:
All applicants must complete an on-line application using this link http://www.osp.state.nc.us/jobs/index.html . Applicants requesting and receiving an accommodation under the Americans with Disabilities Act (ADA) are eligible to submit paper applications via mail or by fax.
Applicants seeking Veteran's Preference must submit a DD form 214, Certificate of Release or Discharge from Active Duty. This information may be attached to the on-line application or may be faxed.
All applicants recommended will be subject to a criminal background check. Applications for positions requiring specific coursework must be accompanied by a copy of the applicant’s transcript.
P.O. Box 25903
Raleigh, NC 27611
Phone: (919) 707-1676
Fax: (919) 733-1090
North Carolina Office of State Personnel - 11 months ago