Unemployment Insurance Claims Processor

Works as a claims processor with a customer service focus. Conducts fact finding interviews with claimants to determine if eligibility requirements have been met. Reviews claims and provides information on what to expect depending on the reason for loss of employment. Provides excellent customer service at all times. Provides documents to claimants concerning missing information needed to move the claims forward.

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.

• Makes claims for unemployment insurance benefits by questioning claimants regarding employment history.
   
• Conducts fact finding interviews with claimants to determine if non-separation eligibility requirements have been met.
   
• Determines type and appropriate state and federal unemployment insurance program such as Federal, Ex-Service person or Interstate to establish claim based on previous employers, and employment and claim dates.
   
• Verifies accuracy of wage and employer information with claimant; take additional information if claimant indicates wages and/or employers are omitted or incorrect; may request evidence of earnings such as W-2's or wage stubs.
   
• Informs claimant of maximum and weekly benefit amount, basis for computation of benefits, length of claim, maximum allowable earnings and rights and responsibilities while collecting benefits; explains mail-in procedures for receiving benefit checks, issues pay orders and informational materials.
   
• Reviews pay orders completed by claimants receiving benefits on a continuous basis for completeness and reported earning during benefit week; records on claimants master file information such as date, pay order number, and deductions from weekly benefit amount.
   
• Refers claims for eligibility determination to claims deputies.
   
• Enters data on computer terminal, verifies claim and benefit payment information.
   
• Completes and processes forms to stop payment on lost checks, correct computerized claimant information, and recover overpayment of benefits due to revised benefit amount, unreported wages, or duplicate checks issued.
   
• Answers questions from claimants, employers, and Social Service agencies regarding benefit filing procedures, claim status, lost or late checks and appeal rights.
   
• Sorts and files forms, cards, claims files and items of a similar nature; reviews same for errors, omissions and proper coding.
   
• Maintains daily and weekly record or number and type of claims taken and processed.
   
• May receive out-of-state local office claims through electronic mail system; reviews printout for accuracy of data; correct errors and/or omissions.

JOB REQUIREMENTS for Unemployment Insurance Claims Processor
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

1. Six months experience in customer service such as providing prompt, accurate, and courteous service to customers seeking information, answering requests as quickly as possible, ensuring customers are satisfied with service, and responding to complaints.
2. Six months experience in document processing which includes reviewing and evaluating records for completeness and conformity with laws, rules, regulations, standards, policies and procedures, resolve deficiencies, interpret information, and track and monitor activities.
3. Six months experience in applying laws, rules, regulations, standards, policies and procedures.
4. Six months experience in using an automated information system to enter, update, modify, delete, retrieve/inquire and report on data.

This position is a classification organized under an exclusive bargaining representative (labor organization) that has been elected by employees as their representative for collective bargaining and other applicable terms and conditions of employment, in accordance with Title 29, Chapter 59 and Title 19, Chapter 13 and 16.  This position is covered by a collective bargaining agreement based on its individual terms.

Applicants must be legally authorized to work in the United States. The State of Delaware Executive Branch participates in the Federal E-Verify system where the State will provide the federal government with each new hires Form I-9 information to confirm that you are authorized to work in the U.S. For more information refer to our job seeker resources.

To learn more about the comprehensive benefit package please visit our website at https://dhr.delaware.gov/benefits/

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position.  It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties.  For education and training, list name of educational provider, training course titles and summary of course content.   Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email.  Please keep your contact information current.  You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at StateJobs.Delaware.gov.

Accommodations are available for applicants with disabilities in all phases of the application and employment process.  To request an auxiliary aid or service please call (302) 739-5458. TDD users should call the Delaware Relay Service Number 1-800-232-5460 for assistance.

The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.