Under the general direction of the Claims Service Manager, plan, evaluate, and monitor staff in the initial claims and claims assistance function. Train staff, determine staff needs, assist manager in hiring of new staff, establish work schedules, and coordinate workflow among subordinate staff. Assure the collective bargaining agreement and agency Affirmative Action plan is adhered to. Monitor Automatic Call Distributor and management reports to recommend staffing adjustments to Claims Service Manager to ensure maximum productivity levels are maintained. Apply internal work rules and recommend disciplinary action as needed. Coordination/Management of Initial Claims taking, Claimant and Employer Benefit Related Assistance. Supervision of Staff Performing Advanced Complex Critical Activities. Explanation of the effects of computations, initial determinations and appellate level decisions which resolve benefit eligibility questions. Provide general information about Wisconsin’s UC law and similar federal/state UC laws. Provide direct services to the public.
Special Notes :
A Criminal Background Check may be required before an offer of employment is made.
Job Knowledge, Skills and Abilities :
Knowledge of automated benefit information processing system. Analytical and problem solving skills and abilities. Ability to use complex and sophisticated personal computer based software systems such as Word, Excel, Outlook. Knowledge of UC claims taking processes. Effective oral and written communication skills. Principles of effective customer service. Knowledge of Wisconsin Chapter 108, administrative rules, and federal and state policies and procedures relating to the filing and payment of unemployment compensation claims.
State of Wisconsin - 11 months ago
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