Equifax
Unemployment Insurance Consultant (Manufacturing)
Essential Duties and Responsibilities:
• Provide excellent customer service by establishing a rapport with clients and the state agencies.
• Receive and prioritize claims, questionnaires, determinations and other unemployment related data.
• Analyze individual case information by reviewing data accessed through the PC, from the investigative telephone calls or document images, to determine if the facts warrant a response.
• Using the details regarding an employee's separation provided by the client, interpret and apply state laws and regulations in response to unemployment documents.
• Respond to a customer 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 the PC 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, inputting this directly into the PC via keyboard for future review.
• Ensures that work is accurate and complete, processed in a timely manner with proper spelling and grammar.
• Investigates and resolves any client concerns with supervisor, other departments and/or Account Managers in a timely manner.
• Performs any additional functions needed to meet the goals of the department.
• Overtime is required in order to meet client deadlines.
Minimum Education and/or Experience:
• 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
• 4-6 weeks of immediate, mandatory and uninterrupted training are required upon hire.
Minimum Qualifications and Competencies:
• Excellent analytical skills, problem solving and decision making abilities
• Excellent Customer Service skills
• Excellent interpersonal, oral and written communication 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 organization and multi-tasking abilities
• High level of professionalism
• Self-motivated with high level of initiative
Computer Skills Required:
• Proficiency with Microsoft Office PC applications including Word, Excel, and Outlook
• Ability to type 35 WPM
Preferred Qualifications:
• Previous experience or familiarity with Unemployment Insurance and the Unemployment Claims process
Physical Requirements or Environmental Factors:
• Office environment with medium to heavy keyboarding, phone contact and use of mouse
Primary Location:
USA-St. Louis-Rider TrailFunction:
Function - Fulfillment / OperationsSchedule:
Full time