ES Benefits Technician

2 weeks ago

City of Glen Eira, Australia State of Washington Full time
We have a great opportunity available to you. The ideal candidate for these positions will have a background in providing excellent customer service and interacting with customers who are from a wide variety of backgrounds, ethnicities, and beliefs. They will be comfortable with technology, experienced in providing phone-based customer service, and have above basic to adequate computer skills to include utilizing web based programs and Microsoft Office (Word and Excel). Candidates will exemplify the agency values of integrity, kindness, and equity and inclusion. Overpayment Waiver Benefit Technicians:
You will be providing duties related to unemployment insurance programs and services. The role of these positions will enable for the timely processing of overpayment waiver requests. Working under close supervision you will assist customers through a toll-free phone line, determining their needs, answering basic questions, and triaging the call into the proper phone queue when needed, and assisting with the overpayment waiver request form. This position will be expected to show at least a beginning level proficiency accessing and working in various computer systems. These full-time/non-permanent positions are 100% telework and are anticipated to last up to six (6) months.

NOTE: If selected, a telework kit will be provided and instructions on pick-up location and procedures will be given.In this role you will provide excellent customer service on a large volume of inbound and outbound customer contacts via phone, email, chat or other media in a timely and accurate manner.

Some of what you will do as an overpayment waiver benefits technician:
  • Identify customers' needs, clarify information, escalate issues in a professional, courteous, and timely manner.
  • Assist claimants with the process of applying for an overpayment waiver. This includes helping them understand how to submit the waiver request form and how the overall waiver process works.
  • Triage and direct calls to other areas when the customer's need is not related to Pandemic Era Overpayments.
  • Ensure that limited English proficient clients receive properly translated forms and translation services from interpreters.
  • Ensure claimants needing special assistance in accessing Unemployment Insurance benefits are appropriately accommodated.
To request a detailed position description click here. Required Qualifications:
  • Two (2) years of experience providing customer service such as assistance to clients and/or customers regarding inquiries, complaints or problems.
NOTE: Applicants must be willing to work within the state of Washington.

Additional Requirements of Employment:
  • Must be able to pass an Unemployment Insurance (UI) Claim & Benefit Information Review.
  • These positions require hardwired cable access to stable and consistent high-speed internet service. Internet services that provide data in batches such as satellite internet and cellular hot-spots are not compatible with our Claims Center phone system.
  • Internet speeds of 30mbps download and 2mbps upload, to test your internet speed please go to:
Please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy.

Please submit your Cover Letter, and Resumewith yourOnline Applicationthrough the "Add Attachments" field. A resume will not substitute for the "work experience" section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.

Ouragency's mission and valuesdrive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.

Opportunity for All
We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.

If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Jeanette Nelson or the Talent Acquisition Team, atorWashington Relay Service 711. If you are having technical difficulties creating, accessing, or completing your application, please contact or or toll free , Washington Relay 711. **This organization participates in E-Verify**
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