Claims Specialist (Compliance Specialist 1), Multiple Positions

Oregon Department of Human Services; Salem (OR); Hybrid; USD 48,000 - 60,000; Full time

Benefits offered by this job

Public Service Loan Forgiveness

11 paid holidays

Hybrid in-state work

Work/life balance

Carpool/Transit benefits

Job summary

The Oregon Employment Department seeks a Claims Specialist to process UI claims, handle calls from claimants and employers, and guide applicants through the process.

You will enter information into our systems, analyze eligibility, and ensure accuracy while delivering clear, respectful service. The role emphasizes compliance with UI rules and strong communication. Hybrid in-state work with benefits and opportunities like PSLF are highlighted.

Qualifications

• Two years of administrative research experience or equivalent.
• College-level coursework may substitute for experience (45 quarter units per year).
• Experience speaking with customers by phone and explaining information clearly.
• Proficiency with Outlook and Teams used in daily communications.

Responsibilities

• Answer inbound telephone calls from claimants and employers to gather information, answer questions, and provide status updates regarding UI claims, appeals, and processes.
• Receive a high volume of customer information through automated entry from telephone, Frances system, and/or internet systems to assist customers in filing for UI benefits; simultaneously entering claims information and documentation into our computerized database.
• Analyze claims to determine eligibility for UI benefits; apply relevant statutes, rules and regulations to determine necessity for further investigation and documentation.
• Provide quality assurance by reviewing claims for completeness and accuracy to meet customer needs and production goals; manage the length of calls accordingly.
• Respond to inquiries from a diverse population of customers; answer questions related to claims, interpret UI laws and rules, and correct problems on claims already in existence.
• Answer technical questions regarding the status of unemployment claims, wage record discrepancies, claims procedures, or problems identified that prevent claims processing.
• Educate claimants, employers and businesses about UI services.

Skills

Administrative research

Phone-based customer service

Oral/written communication

Microsoft Outlook

Microsoft Teams

Regulatory awareness

Tools

Microsoft Outlook

Microsoft Teams

Job description

**Job Description:**Do you enjoy doing comprehensive research to ensure every detail is accurate? Do you have excellent organization and time management skills despite a fast‐paced environment with competing priorities? If so, please consider joining our dynamic friendly team and apply today!At the Oregon Employment Department, we actively support a workforce that is representative of the people we serve including people from various races, genders, abilities, cultures, language skills, geographic locations, and justice system involvement. We value your life experiences and encourage everyone to apply with your transferable skills and qualifications from your work, school, and volunteer experiences. Please let us know if you need a reasonable accommodation.**WHAT YOU WILL DO**:As a Claims Specialist, you will process claims and have regular contact with individuals filing for and/or claiming Unemployment Insurance (UI) benefits. You will:* Answer inbound telephone calls from claimants and employers to gather information, answer questions, and provide status updates regarding UI claims, appeals, and processes.* Receive a high volume of customer information through automated entry from telephone, Frances system, and/or internet systems to assist customers in filing for UI benefits; simultaneously entering claims information and documentation into our computerized database.* Analyze claims to determine eligibility for UI benefits; apply relevant statutes, rules and regulations to determine necessity for further investigation and documentation.* Provide quality assurance by reviewing claims for completeness and accuracy to meet customer needs and production goals; manage the length of calls accordingly.* Respond to inquiries from a diverse population of customers; answer questions related to claims, interpret UI laws and rules, and correct problems on claims already in existence.* Answer technical questions regarding the status of unemployment claims, wage record discrepancies, claims procedures, or problems identified that prevent claims processing.* Educate claimants, employers and businesses about UI services. For a complete review of the position and responsibilities, please click here. **WHAT WE ARE LOOKING FOR:****Required Minimum Qualifications:*** Two years’ experience doing administrative research that includes compiling and evaluating facts to recommend management action or decide eligibility or compliance with program guidelines and regulations.Note: College-level coursework may substitute for the experience on the basis of 45-quarter units per year of experience. **Desired Attributes:*** Experience with and willingness to continuously engage with customers over the phone on both inbound and outbound calls.* Experience professionally and respectfully controlling the flow of telephone conversations to obtain or provide important information.* Experience honestly and directly communicating with customers regarding laws, rules, or policies that affect them.* Experience using Microsoft Outlook and Microsoft Teams.* Commitment to valuing diversity and promoting inclusion.* Capable of learning and using specialized software.* Capable of working independently, using available resources, and seeking assistance when necessary to deliver a high level of accuracy.**WHAT’S IN IT FOR YOU:*** A workplace that balances productivity with enjoyment and encourages learning and mentoring.* Rewarding work in a dynamic and creative environment with colleagues who are passionate about public service.* Work/life balance, 11 paid holidays a year, and a competitive benefits package.* Public Service Loan Forgiveness opportunity!* Get There - Oregon’s easy-to-use carpool matching tool and trip planner. **HOW TO APPLY:*** **Required: Attach an updated resume (of no more than two (2) pages) and cover letter (not to exceed one (1) page).**Please make sure your cover letter clearly addresses the desired attributes and minimum qualifications you have under the “What We Are Looking For” section above. **Please upload your documents in the “Resume/Cover Letter” section of the application.** In addition to your related work experience and education, we will use the desired attributes and required minimum qualifications to determine who to interview.* **External Applicants**: Click on the “Apply” link above to fill out the online application and submit by the posted closing date. Please use your preferred name on application materials.* **Current State of Oregon employees (this includes temporary employees):** Apply through your employee Workday account. **Please ensure the work history in your applicant profile is up-to-date and reflects your current position.*** **Important:** Please monitor both your email and Workday account for updates regarding this recruitment. You may be asked to submit additional information after initial application.* **The job posting closes at 11:59 PM (PDT/PST) on the close date.** Immediately after you submit your application, be sure to respond to the two questionnaires relating to public records requests and veterans’ preference. These questions are necessary to complete the application process.**ADDITIONAL INFORMATION:*** The use of outside resources such as Artificial Intelligence software during applicant skill assessments, examinations, and/or interviews is prohibited unless otherwise stated by the hiring agency. Unauthorized use of outside resources during the hiring process will result in disqualification.* This position is represented by the Service Employees International Union (SEIU).* This recruitment may be used to fill current and future Permanent, Limited Duration, Job Rotation and Temporary vacancies as they occur.* The salary listed is the non-PERS qualifying salary range. If the successful candidate is PERS‐qualifying, the salary range will reflect the additional 6.95%. Please review the Classification and Compensation page for more details.* **Salary Determination:** The information in your Workday profile will be used to complete an equal pay assessment to determine salary placement upon hire.* **Veterans:** Eligible veterans who meet the qualifications will be given veterans' preference. For more information, please visit Veterans Resources.* **United States Employment Eligibility:** The Oregon Employment Department does not offer visa sponsorship. Within three days of hire, all applicants will be required to complete the US Department of Homeland Security's Form I-9, confirming authorization to work in the United States. If your employment authorization and documentation is contingent on sponsorship now or in the future, you will not meet Agency employment eligibility standards. The Oregon Employment Department is an E-Verify employer. If you are the successful candidate you must present your I-9 acceptable documents (See page 2) for employment verification.**IN-STATE HYBRID REMOTE WORK INFORMATION:**Candidates maybe approved for hybrid remote work. Hybrid remote work suitability is evaluated based upon business needs at the time of hire. Hybrid remote work approval can be revoked at any time. Candidates are expected to:* Reside within (or be willing to relocate to) Oregon, or one of its bordering states within a reasonable commuting distance (e.g. Vancouver, Washington) within 30 days from date of hire.* Be able to report to the office location listed in the job announcement, as necessary.* Demonstrate access to a broadband internet connection that meets or exceeds the minimum acceptable requirements; Click Here to view the minimum acceptable requirements. OED IT Services will provide the necessary hardware to employees who are approved for remote work.* Have a private workspace.* Maintain good standing (i.e. no performance or attendance issues).**CRIMINAL RECORDS CHECK:** The Employment Department is committed to being a leader in providing its employees with fair and equal employment opportunities and recognizes that as a best practice in equity and inclusion, criminal background check policies shall be job related and consistent with business necessity. For positions with authorized access to FBI Criminal Justice Information Services (CJIS) information, a separate criminal records check is conducted by the Oregon State Police. If you would like further information on how each criminal records check is conducted, please contact us at the number below with any questions. Note:To verify identification, the successful candidate will be subject to a criminal background check which may require a fingerprint-based background check as a condition of employment. **CONTACT INFORMATION:**If you have questions about the position or need an alternate format to apply, please contact us at 503‐947‐1289; [e-mail]. Please be sure to include the job requisition ID number.