UI Claims Support Specialist

Texas Workforce Commission; McAllen (TX); On-site; USD 29,574 - 50,521; Full time

Benefits offered by this job

Medical Insurance

Paid time off

Defined Retirement Benefit Plan

Optional 401(k) and 457 accounts

Job summary

Texas Workforce Commission in McAllen, TX is seeking a Customer Service Representative II to provide UI information and claim assistance by phone. You will work under moderate supervision, handling routine inquiries and data entry in benefit systems to support claimants and employers.

The role requires strong listening and communication skills, the ability to work in a fast-paced environment, and proficiency in typing and computer use.

Qualifications

• Six months of experience in customer service, clerical, call center, or administrative support work.
• Relevant academic credits may be applied toward experience qualifications for this position.

Responsibilities

• Process UI claims over the phone and data entering information into benefit systems and databases.
• Respond to and resolve routine UI inquiries received through inbound calls, and online callback forms.
• Ensure a positive and exemplary experience with all customers.
• Provide accurate, valid, and complete information to customers using the right methods and tools.
• Calm upset or emotional customers while maintaining professionalism and escalating priority issues for resolution.
• Document all customer contacts and accurately process documents or pending issues.
• Gather facts and issuing eligibility determinations.
• Provide information on UI claim provisions, rules, policies, processes, and requirements to claimants and employers.
• Research information in benefit system to address customer inquiries or issues.
• Provide information about the appeal process to claimants or employers.
• Remain flexible and assist with additional tasks as needed for the success of the department and division.

Skills

Bilingual English/Spanish

Typing 40 wpm

Microsoft Word

Microsoft Excel

Microsoft Outlook

Data entry

Communication skills

Tools

Internet Explorer

Job description

Texas Workforce Commission in McAllen, TX is seeking a Customer Service Representative II to provide UI information and claim assistance by phone. You will work under moderate supervision, handling routine inquiries and data entry in benefit systems to support claimants and employers.

The role requires strong listening and communication skills, the ability to work in a fast-paced environment, and proficiency in typing and computer use.