Job Title: Sr. Claims Specialist
Location: Fully Remote
Duration: 12 months Assignment
Shift/Hours: 40 hours/week, PST hours
 
Summary:

• This position contributes to client success by protecting tax and unemployment insurance liability through researching, drafting, and communicating company response to state unemployment claims within strict deadlines.
• Provides guidance to both internal and external contacts on the interpretation of partner’s employment information, and clients Unemployment policies, procedures, and guidelines.
• Models and acts in accordance with client’s guiding principles.

 
Daily Responsibilities:

• Researches, analyzes, and investigates partner separations in consultation with others in Partner Resources, external contacts or other departments outside PRO Solutions & Services.
• Builds claim responses; ensures the timely, courteous and professional follow up to incoming phone calls, and emails.
• Provides coaching and guidance to regional partner resource generalists, district managers, and store managers on the interpretation of client’s unemployment, policies and procedures.
• Provides strong customer service by effectively managing customer expectations while meeting customer needs
• Develops effective working relationships with customers, team members, client’s partners, vendors and other client’s organizations.
• Effectively manages multiple cases, following up with customers, vendors, etc. to ensure a timely and satisfactory resolution.
• Reviews and updates cases for completion, accuracy, routing and resolution.
• Participates in cross-functional teams to successfully execute programs and projects.
• Maintains current knowledge on state-to-state unemployment processes, Partner Resources policies, procedures and best practices. Performs research and analysis to maintain expertise in specialized state unemployment policies, laws and regulations.
• Responsible and held accountable for maintaining and protecting personal information of current and separated partners.
• Maintains regular and punctual attendance.

 
Required Background and Skills:

• 3+ years of Experience working in a customer service.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Microsoft Project).
• SAP or ServiceNow or Success Factors experience as an HRIS systems.
• Exp navigating and working with difficult situations and remaining calm in emotional situations.
• 3+ years of experience in Human resources or education preferred.
• 3+ years of experience in responding to claims/ working with the team heavily.
• Experience researching, analyzing and problem solving.
• Case management experience preferred.
• Ability to communicate clearly and concisely, both orally and in writing.
• Ability to handle confidential and sensitive information.
• Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities.
• Analytical skills with the ability to provide appropriate information and referrals.
• Ability to work both independently and as a member of a team.
• Ability to work in a fast-paced and changing environment.
• Ability to conduct independent research and analysis.
• Ability to utilize multiple software programs simultaneously.
• Strong customer service skills with demonstrated composure and professionalism.

 
Nice-to-Haves:

• People who have worked in larger companies, companies like Nordstrom or Amazon (multi matrixed organizations).
• Someone who has worked in retail/nonretail area in their contact center/ HR .

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 25.50/hr.