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UI BENEFITS CALL CENTER REPRESENTATIVE - CDE

Description of Work This is an ongoing position to fill multiple Time-Limited positions for up to 1 year for UI Benefits Claims Representative - Charlotte CC.

Qualified applicants will be screened and referred to hiring manager on an rolling basis for hiring decisions.

This position is based in the Customer Call Center within the Division of Employment Security. It will provide administrative assistance to customers who are initiating Unemployment Insurance Claims through telephone and / or internet.

Speaking with and interviewing clients filing claims, entering personal and work history information into the computer systems.

Provides basic information regarding requirements for filing a claim, penalties for fraudulent claims, reemployment services, eligibility status, and appeal procedures.

Verifies citizenship status, lawful alien registration and document issues related to barriers to employment. Processes and / or troubleshoot internet and / or telephone claims and responds to e-mails using Microsoft Outlook about unemployment insurance services.

Creates and composes documents in Microsoft Word and Microsoft Excel. The work schedule for this position is Monday through Friday, 8 a.

m. - 5 p.m. This position is physically located in Charlotte, North Carolina, Mecklenburg County.

This posting include multiple positions :

65010129, 65010130, 65010131, 65010132, 65010133, 65010134, 65010135, 65010137, 65010138, and 65010139 Knowledge, Skills and Abilities / Competencies

Qualified applicants must submit an application that clearly reflects work experience that demonstrates the following :

  • Demonstrated experience in a high call volume call center environment handling a continuous flow of inbound and / or outbound calls (approximately 60-80 a day).
  • Demonstrated experience explaining company, government benefits, eligibility, products, programs and / or services to the public.
  • Demonstrated experience obtaining information using interviewing and / or investigative techniques to process claims or payments.
  • Demonstrated experience communicating verbally and in writing to document call center transactions while entering data accurately using basic programs as Windows, Word, Excel, Internet, etc.
  • Applicant must meet both the minimum education and experience requirements and all posted Knowledge, Skills and Abilities / Competencies requirements to be considered Qualified for the position.

    Minimum Education and Experience Requirements

  • Bachelor's degree from an appropriately accredited institution accompanied by at least one (1) year of experience.
  • Associate's degree from an appropriately accredited institution accompanied by at least three (3) years of experience.
  • High School or General Educational Development (GED) diploma and five (5) years of experience.
  • Reviewing, evaluating, or processing requests for program participation or eligibility; processing claims for benefits or payments;
  • or other benefits program related experience that would include the analysis of criteria, funds, policies, or performance for compliance with program rules, regulations, laws, and / or practices.

    Management Preferences :

  • Knowledge of customer service practices and principles
  • Experience with documenting information from calls into internal system.
  • Excellent data entry and typing skills
  • 1-3 years in a call center environment
  • Ability to handle stressful situations appropriately
  • OpenJuly 04, 2020

    CloseOctober 12, 2020

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