A class incumbent is responsible for taking and processing claims for Unemployment Insurance benefits to ensure that eligible claimants receive benefits on a timely basis.
Nature and Scope
A class incumbent performs with supervision from the Unemployment Insurance Local Office Manager; other positions reporting in at this level include Claims Deputies and Claims Interviewers. Contacts are primarily with claimants for the purpose of eliciting the required information to determine the type of claim and the eligibility to receive benefits. The incumbent also has contact with other Unemployment Insurance Division units to obtain additional information or verify information regarding a claim.
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.
Knowledge, Skills and Abilities
The intent of the listed knowledge, skills and abilities is to give a general indication of the core requirements for all positions in the class series; therefore, the KSA’s listed are not exhaustive or necessarily inclusive of the requirements of every position in the class.
Knowledge of the provisions of Delaware Unemployment Compensation Law.
Knowledge of general office practices and procedures.
Skill in basic mathematics: addition, subtraction, multiplication and division.
Ability to record information accurately and complete and process standard forms and records.
Ability to search files and other records to obtain information.
Ability to handle difficult situations with claimants.
Ability to elicit information from people of varied socio-economic background.
Ability to perform routine data entry and retrieval.
JOB REQUIREMENTS for Unemployment Insurance Claims Processor Applicants must have education, training and/or experience demonstrating competence in each of the following areas:
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.
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.
Six months experience in applying laws, rules, regulations, standards, policies and procedures.
Six months experience in using an automated information system to enter, update, modify, delete, retrieve/inquire and report on data.