UI Customer Service Representative (Vansant, Hourly)

Commonwealth of VA Careers; Vansant (VA); On-site; USD 23,000 - 33,000; Full time

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.

Skills

Customer service

Communication

Policy interpretation

Documentation

Problem solving

De-escalation

Job description

Title: UI Customer Service Representative (Vansant, Hourly)

State Role Title:Admin and Office Spec III

Hiring Range: $20.67 per hour

Pay Band: 3

Agency: Virginia Employment Commission

Location:VANSANT CCC

Agency Website:https://www.vec.virginia.gov/

Recruitment Type: General Public - G

Job Duties

The Unemployment Insurance (UI) Customer Service Representative provides skilled frontline support to individuals and employers by answering questions about claims filing, eligibility, wage reporting, appeals, overpayments, and general UI requirements while delivering clear guidance and resolving issues accurately. The role includes helping claimants complete initial and weekly claims, navigate self‑service tools, prepare for fact finding interviews, understand appeal processes, and address non‑payment concerns, all while documenting interactions thoroughly and following strict confidentiality, fraud prevention, and compliance protocols. Throughout a structured year‑long development program, the representative progressively builds mastery of UI systems, call handling standards, and policy interpretation, ultimately achieving full proficiency and supporting high‑quality, timely, and professional service delivery.

Join the Virginia Employment Commission (VEC) and be part of a mission‑driven agency dedicated to supporting workers, strengthening communities, and promoting economic stability across the Commonwealth. We administer Virginia’s Unemployment Insurance (UI) benefits program with a commitment to providing customer‑centered, accessible, inclusive, and impactful services to support our shared mission: lifting up Virginia, one unemployed worker at a time. The VEC is also an integral part of a historic milestone as Virginia becomes the first state in the South to offer Paid Family and Medical Leave (PFML). Our agency will be responsible for standing up and administering this new program, which will expand the vital support we provide for employees when they need it most.

The VEC provides the opportunity for wage employees to participate in tax deferred compensation programs, supplemental disability insurances, and supplemental retirement accounts made available through the Commonwealth’s provider network at the employee’s expense.

If you’re motivated by public service, continuous improvement, and meaningful work that supports opportunity for all, the VEC is a place where your contributions matter!

Minimum 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.

Additional Considerations

• Knowledge of claims processing procedures related to unemployment insurance benefits.
• Prior experience in a high‑volume call center or government program.
• Ability to interpret policy and apply it to individual claimant situations.
• Strong de‑escalation and conflict resolution skills.
• Demonstrated reliability, adherence, and professionalism.
• Ability to manage complex inquiries with increasing independence.

This position is located within the Customer Contact Center in Vansant, VA. This is not a remote‑work position.

Wage positions are not eligible for Commonwealth of Virginia benefits (health care, paid leave, etc.) and are limited to 1,500 hours from May 1 to April 30. Weekly hours for this position will vary depending upon workload and business need.

Additionally, during an initial training period of up to 8 weeks, you will be required to work a 40 hr/week schedule, and then periodically throughout the year depending upon fluctuating business needs and volume.

The Virginia Employment Commission is committed to upholding our values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities. We are an Equal Opportunity Employer/Program, and a Virginia Values Veterans (V3) certified employer. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

The selected candidate must successfully pass a comprehensive background check including an FBI fingerprint background investigation and an Unemployment Insurance (UI) fraud background check.

Please carefully review the details of this recruitment including the location of the position and the posted salary before applying. The VEC does not provide relocation assistance, and no salary will be offered outside of the posted salary range / flat rate.

The VEC does not provide sponsorship; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work in the US.

Auxiliary Aids and Services are available upon request to individuals with disabilities. Applicants needing accommodations should contact the Human Resource office for additional information.

A valid Virginia Driver's License is required to operate a state vehicle or if operating a personal vehicle while conducting business on behalf of the agency.

NOTICE: VEC will record information from each new employee’s Form I‑9 (Employment Eligibility Verification) into the Federal E‑Verify system to confirm identity and work authorization.

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service‑Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.