UI Claims Representative I – McAllen, Texas

WHO WE ARE:
Texas Workforce Commission connects people with careers across the state. While we are based in Austin on the north lawn of the Texas State Capitol, we have offices statewide and many of our positions are suitable for teleworking. We're a Family Friendly Certified Workplace with great work-life balance, competitive salaries, extensive opportunities for training and development, and fantastic benefits.
This is an occasional teleworking position, located at 400 E Hackberry Avenue in McAllen, Texas, requiring in-office work with occasional teleworking.
WHO YOU ARE:
A Texas resident with professional communication skills who can provide exemplary customer service while obtaining unemployment (UI) benefit information and providing unemployment program information to our customers, so they understand their next steps.

To be successful as a customer service representative, you will have a passion for serving people and be able to work both independently and collaboratively as part of a supportive team.

SUCCESSFUL CANDIDATES WILL:
• Be able to successfully complete the CSR II training program.
• Have great listening skills, interpersonal and communication skills, and professional, pleasant, and respectful telephone etiquette.
• Be comfortable working in a fast paced, constantly changing, hybrid work environment.
• Have excellent data entry, typing and computer navigational skills.
• Have knowledge or experience in customer service principles.
• Adapt to call center telephone and technology requirements.
• Quickly learn unemployment insurance program rules and regulations.
• Have a proven track record of good judgment and decision making at work.
• Understand the importance of being at work when scheduled.
• Be open to feedback and have a professional approach to implementing it.

WHAT YOU WILL DO:
The UI Claims Representative I (Customer Service Representative II) performs routine (journey-level) customer service work providing immediate service delivery by telephone. Work involves providing external customer service support and receiving and responding to public inquiries for information regarding the Unemployment Insurance (UI) program. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment.

YOU WILL BE TRUSTED TO:
• Processing UI claims over the phone and data entering information into benefit system and databases.
• Responding to and resolving routine UI inquiries received both through inbound calls, and online callback forms.
• Ensuring a positive and exemplary experience with all customers.
• Providing accurate, valid, and complete information to customers using the right methods and tools.
• Calming upset or emotional customers by providing a composed and professional. demeanor. Identifies and escalates priority issues for resolution.
• Documenting all customer contacts and accurately processes documents or pending issues.
• Gathering facts and issuing eligibility determinations.
• Providing information on unemployment insurance claims provisions, rules, policies, processes, and requirements to claimants and employers.
• Researching information in benefit system to address customer inquiries or issues.
• Providing information about the appeal process to claimants or employers, as applicable.
• Remaining flexible and assisting with additional tasks as needed for the success of the department and division.
• Perform other duties as assigned.

YOU QUALIFY WITH:
• Graduation from an accredited high school or successful completion of GED certification, plus six months of experience in customer service, clerical or administrative support work.
• Fifteen semester hours of accredited college work may be substituted for each six months of the required experience.
• Six months of full-time call center experience in a customer service representative capacity will satisfy the minimum qualifications.
• Works 40 hours a week during hours of operations: Monday through Friday 7:00 AM - 6:00 PM.
• Occasional overtime evenings, weekends, and holiday work may be required.
• Management will set schedule.
• Skills test and matrix will be administered.

YOU ARE A GREAT FIT WITH:
You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas.
- Experience in a government benefits or other benefits/insurance program
- Handling of applications and eligibility determination experience
- Prior customer service and/or call-center experience
- Ability to type 40 words per minute with minimal errors
- Experience using computers.
- Knowledge of Microsoft Word, Excel, Outlook, and Internet Explorer
- Excellent verbal and written communication skills strongly preferred
- Bilingual (English and Spanish)

WHAT ELSE YOU NEED TO KNOW:
- A security background check is conducted on the final candidate.
- TWC may use all available information, including past unemployment claims, to evaluate an applicant's suitability for the position.

PLEASE NOTE: All applications should contain complete job history entries, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

YOU GAIN:
- A Family Friendly Certified Workplace.
- Competitive starting salary: $2877.54/month
- Defined Retirement Benefit Plan
- Optional 401(k) and 457 accounts
- Medical Insurance
- Paid time off, including time for vacation, sick and family care leave
- Additional benefits for active employees can be found at https://www.ers.texas.gov/Active-Employees/Health-Benefits.

VETERANS:
Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor's Office by pasting this link into your browser: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_AdministrativeSupport.pdf.

HOW TO APPLY:
- To be considered, please complete an Application for Employment and apply in Taleo or at workintexas.com.
- TWC is not considering applications from individuals who require sponsorship for an employment visa, including those currently on student or postgraduate visas.
- In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
- A position utilizing this classification will be designated as security sensitive according to the Texas Labor Code, Section 301.042.