Unemployment Insurance Consultant

Job Description

Job Title: Unemployment Insurance Consultant

Contact clients to review unemployment cases, documenting conversations.
Screen unemployment documents and write detailed letters to the unemployment state agency. Analyze and review unemployment laws as needed for each case.
Load and handle incoming emails.

Who is Equifax?

Equifax is a global information solutions company that uses trusted unique data, creative analytics, technology and industry expertise to power organizations and individuals around the world by transforming knowledge into insights that help make more informed business and personal decisions.

Regardless of location or role, the individual and collective work of our people makes a difference in our business.

We are looking for talented and amazing team players who want to accelerate our growth, while doing some of the best work of their careers. Join us as we transform our business and help people live their financial best!

Your main objective as a Customer Service Consultant in Unemployment Insurance Services will be to take ownership of key client contact and assist with the gathering of separation information and investigation of claims.
Claims Services provides post-sales client-facing service support, including the delivery of products or services outlined within client contracts. We serve as the first point of contact for accounts for service, information, and data requests, and act as the primary service provider to our clients. Claims Services also sets production schedules required to meet demand, while ensuring maximum quality, quantity, and efficiency.

Responsibilities

· You will implement excellent customer service by establishing a rapport with clients and state agencies
· You will receive and prioritize claims, questionnaires, determinations, and other unemployment related data
· You will analyze individual case information by reviewing data accessed through the PC, from investigative telephone calls or document images, in efforts to settle if the facts warrant a response
· You will use the details regarding an employee’s separation provided by the client, and interpret and apply state laws and regulations in response to unemployment documents
· You will respond to a customer or state agency with all pertinent details within the time frame allowed by the state or departmental procedures
· You will initiate timely telephone calls, faxes, or emails to the customer to obtain, document, or pass along needed information
· You will verify and analyze client information stored on the PC, prior to working closely with the client, to ensure that each call is focused and complete, and customer happiness is achieved
· You will document details of client calls while on the phone, inputting this directly into the PC for future review
· You will ensure that work is accurate, complete, and processed efficiently, with proper spelling and grammar
· You will investigate and resolve any client concerns with supervisor, other departments, and/or Account Managers in a timely manner
· You will perform any additional functions needed to help meet the goals of the department

What makes you a good fit for this role?
Required Skills:
· Associate’s degree (A.A.), equivalent from a two-year college or technical school, or two years’ customer service experience
· Ability to handle a high volume of work, follow policies and procedures, complete administrative tasks correctly, and provide exceptional customer service, while adhering to strict deadlines
· You have excellent written and verbal interpersonal skills
· You are proficient with Microsoft Office PC applications including Word, Excel, and Outlook, and have the ability to type 35 WPM or higher
· You are available for 4-6 weeks of immediate, mandatory, and uninterrupted training, to be provided by Equifax, upon hire

Preferred Skills:
· You have previous office experience with an emphasis on customer service, organization of work duties, and performing job functions independently
· Previous experience or familiarity with Human Resources and/or Unemployment Insurance and the Unemployment Claims process is highly desirable

The Perks of being an Equifax Employee?

• We offer excellent compensation packages with market competitive pay, comprehensive healthcare packages, 401k matching, schedule flexibility, paid time off, and organizational growth potential.
• Grow at your own pace through online courses at Learning @ Equifax.

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