Employer Call Center Representative

Description of Work Depending on business need and job suitability, this position may be a candidate for telework, subject to management approval. Salary Grade: NC04 Recruitment Range: $31,200 - $46,004 Department Mission: Under the department of Commerce, the mission of the Division of Employment Security (DES) is to administer the Unemployment Insurance (UI) system for the state of North Carolina by delivering efficient, effective and quality service. Description of Work: This position is based in the Employer Call Center (ECC) in Raleigh and provides administrative technical guidance to employers who are filing for Employer Account Numbers, responding to UI Claims through the telephone or internet. Job duties include: Speaking with employers and entering employer personal information into the computer systems and providing basic information regarding requirements for filing a Claim, penalties for fraudulent Claims, eligibility status of employees, and appeal procedures. Consultants will:

• Demonstrated knowledge of UI laws, principles, and practices, and of the techniques used to disseminate information to the public.
• Document issues, process or troubleshoot internet issues.
• Demonstrated experience independently compiling, analyzing, assimilating, and composing information into varied or non-standard formats.
• Work on Special Projects which include processing work items and IS System User Acceptance testing. This position allows for a hybrid telework/onsite work schedule. The standard schedule consists of alternating between one full week onsite and one full week teleworking. This position will be located in Raleigh, N.C. The base work schedule for this position is Monday - Friday, 8:00 am to 5:00 pm. Knowledge, Skills and Abilities / Competencies Qualified applicants must submit an application that clearly reflects work experience that demonstrates the following:
• Demonstrated experience independently resolving and/or developing recommendations for unprecedented issues and problems. Applicant must meet both the Minimum Education and Experience Requirements and all posted Knowledge, Skills and Abilities/Competencies requirements to be considered Qualified for the position. Minimum Education and Experience Requirements Bachelor's degree from an appropriately accredited institution accompanied by at least one (1) year of experience reviewing, evaluating, or processing requests for program participation or eligibility; processing claims for benefits or payments; or other benefits program related experience that would include the analysis of criteria, funds, policies, or performance for compliance with program rules, regulations, laws, and /or practices, or Associate's degreefrom an appropriately accredited institution accompanied by at leastthree (3) years of experience reviewing, evaluating, or processing request for program participation or eligibility; processing claims for benefits or payments; or other benefits program related experience that would include the analysis of criteria, funds, policies, or performance for compliance with program rules, regulations, laws, and /or practices; or High School or General Educational Development (GED) diploma and five (5) years of experience reviewing, evaluating, or processing request for program participation or eligibility; processing claims for benefits or payments; or other benefits program related experience that would include the analysis of criteria, funds, policies, or performance for compliance with program rules, regulations, laws, and /or practices; or An equivalent combination of education and experience. Supplemental and Contact Information For consideration for this vacancy, all applicants must complete an on-line application using this link, http://www.oshr.nc.gov/jobs/index.html. If multiple applications are submitted to an individual posting, only the most recent application received prior to the posting close date will be evaluated for the consideration. Applications for positions requiring specific coursework must be accompanied by a copy of the applicant's transcript.
• Respond to emails about UI services.
• Receive Personally Identifiable Information (PII) throughout the day and are responsible for securing the information and the proper disposal.
• Demonstrated oral and written communication skills.
• Demonstrated experience exercising discretion and judgment is needed to interpret guidelines, answers inquiries and advise others regarding UI processes, services, and operations.
• INCLUDE ALL RELEVANT EDUCATION, WORK EXPERIENCE IN THE DESIGNATED EDUCATION AND WORK HISTORY SECTION ON THE FORMAL APPLICATION* Applications with "see attached" or resumes in lieu of completed education and work experience on the formal application will be deemed incomplete and will not be eligible for consideration for the vacancy. Applicants requesting and receiving an accommodation under the Americans with Disabilities Act (ADA) are eligible to submit paper applications via mail or by fax. Applicants seeking Veteran's Preference must attach a DD form 214, Certificate of Release or Discharge from Active Duty, along with your application. Applicants seeking National Guard Preference must attach a NGB 23A (RPAS) if you are a current member of the NC National Guard in good standing. If you are a former member of the NC National Guard who served for at least 6 years and was discharged under honorable conditions, you must attach either a DD256 or NGB 22. If you have student loans, becoming a state employee includes eligibility for the Public Service Loan Forgiveness Program. Visitwww.studentaid.govto learn more. Applicants may check the status of their application for a vacancy at any time by logging in to the government jobs system using the above link. Once the applicant has logged in, the status of each submitted application is documented next to each vacancy for which he/she has applied. Please note: This position is subject to a National and International Background Investigation and/or Fingerprinting as required by applicable law. For technical issues with your application, please call the NeoGov Help Line at 1-855-524-5627. Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account. Processing applications will take an average of 6 - 8 weeks due to the high volume of applications received. It is not necessary to contact the Human Resources Office to check the status of an application. Melissa Link Recruitment & Salary Administration North Carolina Department of Commerce Office# (984) 236-5968 Fax# (919) 733-0774