UI Benefits Support Specialist — Frontline Help

Commonwealth of VA Careers

Vansant (VA)

On-site

USD 23,000 - 33,000

Full time

2 days ago

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Job summary

Virginia Employment Commission in Vansant, VA, seeks an UI Customer Service Representative (hourly) to provide frontline support on claims filing, eligibility, wage reporting, appeals, and overpayments. You will guide claimants through initial and weekly claims, help navigate self‑service tools, and prepare for fact finding interviews while ensuring confidentiality and compliance.

The role operates in a structured year‑long development program to build mastery of UI systems and policy

Qualifications

Strong customer service and communication skills.
Ability to learn and apply complex program rules and procedures.
Accuracy in documentation and system navigation.
Ability to handle moderately complex claimant issues with guidance.
Growing independence in problem solving and policy interpretation.
Ability to remain calm and professional during challenging interactions.

Responsibilities

Provide frontline support on claims filing, eligibility, wage reporting, appeals, overpayments, and general UI requirements.
Help claimants complete initial and weekly claims and navigate self-service tools.
Prepare for fact finding interviews and explain appeal processes.
Address non-payment concerns and document interactions with confidentiality, fraud prevention, and compliance.
Develop mastery of UI systems and call handling standards during a structured development program.