Job Posting Title
Unemployment Insurance Call Center Representative
Agency
290 EMPLOYMENT SECURITY COMMISSION
Supervisory Organization
Tulsa Call Center
Job Posting End Date (Continuous if Blank)
Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.
Estimated Appointment End Date (Continuous if Blank)
Full/Part-Time
Full time
Job Type
Regular
Compensation
Salary: $32,344.00 annual; $15.55 hourly
Job Description
Job Type/Salary/Location/Benefits
- Full-time
- Vacancies: One
- Salary: $32,344.00 annual; $15.55 hourly
- Primary Working Hours: M-F; 8-5
- Location: Tulsa
- Telework Status: Not a remote position.
- Training: In-house
- Supervisory: No
Benefits
- Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually.
- A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.
Position Summary of Responsibilities
- 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.
Position Essential Functions
- 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, to include but not limited to 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 including but not limited to:
- 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.
Valued Knowledge, Skills, Abilities and Competencies
Knowledge of - spelling, punctuation, and business English; business mathematics; modern office methods and procedures; maintenance of records related to assigned programs.
Skill and Competencies – 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 the major policies and procedures governing assigned programs; maintain effective working relationships with others; to handle confidential work; to interpret and handle routine matters in accordance with agency policy; to follow oral and written instructions.
Physical Demands/Work Environment
Work is typically performed in an office setting or teleworking environment with climate-controlled settings and exposure to moderate noise level. While performing the duties of the job, 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.
Minimum Qualifications
Education and Experience Requirements at this level require three 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 each year of the required work experience.
Special Skills/Requirements
- Computer Skills – Employee must be capable of proficiently using OESC’s standard software (Microsoft Office - Word, Outlook, Excel, Power Point and Teams), and the Internet, as well as proficiency to learn other software as needed.
- Seeking a minimum education with a High School Diploma or GED; some college is preferred.
- A minimum of 1 year experience in customer service skills is preferred with some exposure to working with difficult customers in an in-bound call environment.
Equal Opportunity Employment
The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.
Current State of Oklahoma employees must apply for open positions through their Workday account. Go to Careers app on WD home screen>Click on 'Find Jobs-Internal State of Oklahoma'.
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