The Unemployment Insurance Consultant - SBU functions as the primary contact for the collection and/or investigation of unemployment information and/or other related data supporting the processing of unemployment claims. This position acts as an advocate for client companies and is responsible for receiving, analyzing and responding to unemployment claim-related documents and/or inquiries within pre-determined time limits.
Who is Equifax?
Equifax is a global information solutions company that uses trusted unique data, creative analytics, technology and industry expertise to power organizations and individuals around the world by transforming knowledge into insights that help make more informed business and personal decisions.
Regardless of location or role, the individual and collective work of our people makes a difference in our business.
We are looking for individuals who can help us disrupt the marketplace. You will do this by delivering leading-edge technology to build and deliver unparalleled customized insights that enrich both the performance of businesses and the lives of consumers.
We will give you the opportunity to drive innovation and automation across the enterprise. This will include tool and process integrations across all business units within Equifax globally.
This is a consultative role in which the UIC partners with the client. The UIC provides counsel and/or direction to the client on best approach/practice in meeting unemployment processing needs and maximizing cost effectiveness. The UIC ensures appropriate guidance is provided to the client in support of UI integrity or other mandatory requirements. UIC duties are subject to variation depending on client or business need, i.e., containing certain state or appellate responsibilities as well as client facing duties.
The UIC typically operates within a team environment of 10-15 UIC’s under the direction of a team manager. The UIC may have a single client or multiple clients.
Perform SBU duties as per addendum.
Establish partnerships and rapport with clients in support of their unemployment processing needs.
Provide excellent customer service by being responsive/available and providing timely unemployment processing expertise.
Receive and prioritize claims, questionnaires, determinations and/or other unemployment related data.
Abide by UI integrity requirements.
Analyze individual case information by reviewing data accessed through internal systems/platforms, from the investigative telephone calls or document images, to determine a response.
Determine and appropriately process unemployment data per SIDES and/or CaseBuilder technologies and advise/counsel clients accordingly.
Apply state laws and regulations in response to unemployment documents utilizing details regarding an employee’s separation provided by clients.
Respond to a client or state agency with all pertinent details within the time frame allowed by the state or departmental procedures.
Initiate timely telephone calls, faxes or emails to the customer to obtain, document or pass along needed information.
Verify and analyze client information stored on internal systems/platforms prior to calling the client to ensure that each call is focused and complete and customer satisfaction is achieved.
Document details of client calls while on the phone, fax activity and email activity, entering into in-house systems as necessary/required.
Ensure that work is accurate and complete, processed in a timely manner with proper spelling, grammar and format.
Investigates and resolves any client concerns with supervisor, other departments and/or Account Managers in a timely manner.
Performs additional functions as requested to meet the goals of the department.
Overtime is occasionally required in order to meet client needs.
Excellent analytical skills, problem solving and decision making abilities
Superior customer service skills
Excellent interpersonal, oral and written communication skills
Excellent multi-tasking capabilities
Good organization skills
Ability to work well within a team
High ethical standards
Ability to handle a high volume of work and work under deadlines
Ability to follow policies and procedures; complete administrative tasks correctly and on time
High level of professionalism
Self-motivated with high level of initiative
Associate’s degree (A.A.) or equivalent from two-year college or technical school; or two years customer service related experience and/or training; or equivalent combination of education and experience. Bachelor’s degree preferred.
Previous office experience with an emphasis on customer service, organization of work duties and performing job functions independently
Experience dealing with dated material and/or strict adherence to deadlines
Previous and successful experience or familiarity with the unemployment insurance process is preferred
Computer Skills Required:
Proficiency with Microsoft Office applications including Word, Excel, and Outlook
Ability to learn and utilize associated technologies/systems
Ability to type 35 WPM
The Perks of being an Equifax Employee?
We offer an excellent compensation packages with high-reaching market salaries and 401k matching, along with the works: comprehensive healthcare packages, schedule flexibility, work from home opportunities, paid time off, and organizational growth potential.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
To speak to us about this role in more detail apply online.