Overview
Assists internal and external clients with identification, evaluation, and resolution to unemployment insurance (UI) inquires including claim processing, state regulations and hearing procedures. Provides client support, including maintenance of records, setup of client accounts, and providing accurate and timely information to state agencies.
Responsibilities
- Provides internal and external client support, including maintenance of records, setup of client accounts, and providing accurate and timely information to state agencies.
- Establishes and maintains clear and accurate written and verbal communication with internal and external clients regarding unemployment insurance matters and the SUI Service product offering to ensure quality service is provided
- Educates and coaches clients and field personnel on the unemployment claim process to ensure they follow the best practices to manage UI successfully
- Develops and maintains basic system and product knowledge including an understanding of the product offering and regulatory changes
- Maintains ongoing and up to date knowledge of changes in state unemployment regulations and communicates to team members.
- Performs ongoing maintenance of client account records to ensure accurate and up-to-date information
- Researches and provides problem analysis for UI issues and ensures accuracy of information being delivered
Qualifications
- H.S. Diploma – Required
- Associate’s Degree – Preferred
- 1 year of experience in Customer service/call center.
- 1 year of experience in Experience in state unemployment insurance is a plus. .
- Demonstrates written communication skills.
- Strong verbal communication and listening skills.
- Demonstrates customer service skills.
- Demonstrates problem solving skills.
- Strong attention to detail.
Compensation
In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $16.76 – $31.12 hourly. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range.
Responsibilities
- Provides internal and external client support, including maintenance of records, setup of client accounts, and providing accurate and timely information to state agencies.
- Establishes and maintains clear and accurate written and verbal communication with internal and external clients regarding unemployment insurance matters and the SUI Service product offering to ensure quality service is provided
- Educates and coaches clients and field personnel on the unemployment claim process to ensure they follow the best practices to manage UI successfully
- Develops and maintains basic system and product knowledge including an understanding of the product offering and regulatory changes
- Maintains ongoing and up to date knowledge of changes in state unemployment regulations and communicates to team members.
- Performs ongoing maintenance of client account records to ensure accurate and up-to-date information
- Researches and provides problem analysis for UI issues and ensures accuracy of information being delivered
Qualifications
- H.S. Diploma – Required
- Associate’s Degree – Preferred
- 1 year of experience in Customer service/call center.
- 1 year of experience in Experience in state unemployment insurance is a plus. .
- Demonstrates written communication skills.
- Strong verbal communication and listening skills.
- Demonstrates customer service skills.
- Demonstrates problem solving skills.
- Strong attention to detail.