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UI Chat Claims Adjuster (DWS #10117727+)
Posting Details
The Unemployment Insurance (UI) Division is responsible for administering the state's UI program under the oversight of the United States Department of Labor (USDOL). This includes the collection of UI contributions/taxes from employers on a quarterly basis, and the distribution of unemployment compensation to New Mexicans who have lost their jobs through no fault of their own and meet various eligibility requirements. The Division executes these functions via robust self-service web services, as well as through staff assisted services via the UI Operations Center.
This is a multiple-position advertisement. Interviews will be conducted within 10 days of the posting's closing date.
Why does the job exist?
This position is located within the Unemployment Insurance Operations Center. Staff in this position will provide general claim information related to the Unemployment Insurance program for the State of New Mexico. This position will also perform routine (journey-level) employment services such as counseling to assist customers in finding gainful and appropriate work and will
provide assistance with Unemployment Insurance applications and ongoing support of UI claimants. Work involves assisting customers through their transition from unemployment to re-employment, providing assistance and guidance throughout the process, primarily via chat or phone. Works under general supervision, with moderate latitude for the use of initiative and independent judgment.
How does it get done?
Support Services - Assist claimants and potential claimants via either chat or phone in all aspects of the Unemployment Insurance and Employment Services programs.
Transitional Services - Explain Unemployment Insurance benefits as a help to customers during employment transition; provide assistance, guidance and problem resolution with Unemployment Insurance benefits services.
Professional Development - Enhance professional growth and development through participation in educational programs, reading current literature, attending in-services, meetings and workshops.
Assist in any special projects as outlined by the Director of the Unemployment Insurance division.
Who are the customers?
Claimants of the NM UI program, NM job seekers, members of the general public, as well as staff within the agency.
Ideal Candidate
Claimants of the NM UI program, NM job seekers, members of the general public, as well as staff within the agency.
Minimum Qualification
Associate degree in Business Administration and one (1) year of claims adjustment and/or investigative experience preferably in the insurance profession. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling three (3) years may substitute for the required education and experience. For positions in the Unemployment Insurance (UI) Operations Center at the Department of Workforce Solutions: Any additional call center customer service experience in claims taking and/or processing (UI preferably), eligibility determination, identifying, troubleshooting and resolving customer complaints, and ensuring compliance will substitute for the education and experience.
Employment Requirements
Pre-employment background investigation is required.
Working Conditions
This position is located in the Unemployment Insurance (UI) Operations inbound call center. Work is performed in an open-floor call center environment with regular exposure to Visual/Video Display Terminals (VDT). The position requires extensive sitting with use of a personal computer with repetitive typing, telephone use and moderate noise levels.
Supplemental Information
Do you know what Total Compensation is? Click here
Agency Contact Information: Steven Madigan Email
For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.
Bargaining Unit Position
This position is covered by a collective bargaining agreement and all terms/conditions of that agreement apply and must be adhered to.
The Unemployment Insurance (UI) Division is responsible for administering the state's UI program under the oversight of the United States Department of Labor (USDOL). This includes the collection of UI contributions/taxes from employers on a quarterly basis, and the distribution of unemployment compensation to New Mexicans who have lost their jobs through no fault of their own and meet various eligibility requirements. The Division executes these functions via robust self-service web services, as well as through staff assisted services via the UI Operations Center.
This is a multiple-position advertisement. Interviews will be conducted within 10 days of the posting's closing date.
Why does the job exist?
This position is located within the Unemployment Insurance Operations Center. Staff in this position will provide general claim information related to the Unemployment Insurance program for the State of New Mexico. This position will also perform routine (journey-level) employment services such as counseling to assist customers in finding gainful and appropriate work and will
provide assistance with Unemployment Insurance applications and ongoing support of UI claimants. Work involves assisting customers through their transition from unemployment to re-employment, providing assistance and guidance throughout the process, primarily via chat or phone. Works under general supervision, with moderate latitude for the use of initiative and independent judgment.
How does it get done?
Support Services - Assist claimants and potential claimants via either chat or phone in all aspects of the Unemployment Insurance and Employment Services programs.
Transitional Services - Explain Unemployment Insurance benefits as a help to customers during employment transition; provide assistance, guidance and problem resolution with Unemployment Insurance benefits services.
Professional Development - Enhance professional growth and development through participation in educational programs, reading current literature, attending in-services, meetings and workshops.
Assist in any special projects as outlined by the Director of the Unemployment Insurance division.
Who are the customers?
Claimants of the NM UI program, NM job seekers, members of the general public, as well as staff within the agency.
Ideal Candidate
Claimants of the NM UI program, NM job seekers, members of the general public, as well as staff within the agency.
Minimum Qualification
Associate degree in Business Administration and one (1) year of claims adjustment and/or investigative experience preferably in the insurance profession. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling three (3) years may substitute for the required education and experience. For positions in the Unemployment Insurance (UI) Operations Center at the Department of Workforce Solutions: Any additional call center customer service experience in claims taking and/or processing (UI preferably), eligibility determination, identifying, troubleshooting and resolving customer complaints, and ensuring compliance will substitute for the education and experience.
Employment Requirements
Pre-employment background investigation is required.
Working Conditions
This position is located in the Unemployment Insurance (UI) Operations inbound call center. Work is performed in an open-floor call center environment with regular exposure to Visual/Video Display Terminals (VDT). The position requires extensive sitting with use of a personal computer with repetitive typing, telephone use and moderate noise levels.
Supplemental Information
Do you know what Total Compensation is? Click here
Agency Contact Information: Steven Madigan Email
For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.
Bargaining Unit Position
This position is covered by a collective bargaining agreement and all terms/conditions of that agreement apply and must be adhered to.
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