TC Claims Representative I (CSR II)

Have you ever been somewhere and felt that the customer service you received was lacking and that you could provide better service, or you are in the customer service field and are looking for advancement or a new challenge? Well, here is the opportunity for you! The mission of the Texas Workforce Commission (TWC) is to promote and support a workforce system that creates value and offers employers, individuals and communities the opportunity to achieve and sustain economic prosperity. To support our mission, we are seeking to fill a TC Claims Representative (Customer Service Representative II) position in the Unemployment Insurance (UI) program concentrating on receiving and responding to various public inquiries for information. This is a career ladder position with the opportunity to advance within the established career ladder structure after meeting minimum qualifications, competency requirements, and time in position. This position will be located at the West Texas campus in El Paso, Texas. The TC Claims Representative (CSR II) performs routine (journey-level) complex customer service work that occurs in a center environment and consists of responding to customer inquiries via telephone, social media, email or in person by delivering information timely, accurately, and in a positive and professional manner.i Works involves providing external customer service support and receiving and responding to various public inquiries for information regarding the Unemployment Insurance Program. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment. Attendance, punctuality, and a customer service driven approach are required work attributes. GENERAL DUTIES: - Provides quality and efficient customer service. - Takes unemployment claims by phone. - Investigates and adjudicates UI claims with quality and timeliness. - May make determinations on claims and claims certifications regarding payment of UI to claimants and liability toemployers. - Obtains all necessary information and may assist with rebuttal opportunities prior to issuing a quality and timely determination. - Interviews individuals by phone, while simultaneously enters data into computer system with attention to detail andaccuracy. - Explains the Texas Unemployment Compensation Act (TUCA) and other applicable laws to customers, claimants, and employers. - Works quickly, perform multiple tasks, pay attention to detail, enter and retrieve data from computers, and provide quality customer service. - Adhere to telephone schedule and strict deadlines as outlined by team supervisor. - Maintains an 87% attendance and punctuality rate based in an average 50-week work year and adheres to assigned schedule including shift start/end times, breaks, and lunches. - Serve our customers, other staff, groups, and situations with quality and timely customer service in accordance with TWCis mission, vision, and philosophy. Preferred Qualifications: - Experience in a government benefits or other benefits/insurance program. - UI claims taking or investigations experience. - Ability to type 45 words per minute with minimal errors. - Experience using personal computers, copiers, printers, scanners, calculators, and fax machines. - Knowledge of Microsoft Word, Excel, Outlook, and Internet Explorer. - Good verbal and written communication skills strongly preferred. - Bilingual (English and Spanish). - Some college, Associates, or Bachelor's DegreePrehire Qualifications: Occasional lifting and carrying of 15 pounds and frequent walking and standing, and occasional bending, squatting, and twisting, involved. Skills testing will be given at time of the interview. Security background check conducted on final candidate. TWC may use all available information, including past unemployment claims, to evaluate an applicantis suitability for the position. Incomplete applications may not be considered. Minimum Qualifications: Graduation from an accredited hig