Unemployment Claims Associate - OH - On Site

Unemployment Claims Associate

The Unemployment Claims Associate supports our clients by coordinating unemployment claims response, providing guidance to clients on best practices while emphasizing integrity and compliance.

Essential Duties and Responsibilities

• Manage and respond to assigned unemployment claims within required deadlines.
• Collaborate with designated client contacts on matters related to unemployment claims.
• Communicate with internal teams to address unemployment-related issues and ensure client satisfaction.
• Provide guidance to clients on best practices for unemployment claim responses, emphasizing integrity and compliance.
• Respond to inquiries from state agencies promptly and professionally.
• Participate in the unemployment call queue, striving for single-call resolution to meet organizational goals.
• Monitor and manage the unemployment email inbox.
• Review and address state portal correspondence as assigned.
• Maintain accurate client data within unemployment tracking software.
• Create and assign tasks for unemployment POA (Power of Attorney) administration when necessary

Marginal Functions

• Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Complete projects and other duties as assigned by supervisor.

Knowledge, Skills, and Abilities

• A strong drive to deliver exceptional client support to both external and internal customers.
• A flexible, positive attitude, and a dedicated team player and collaborator.
• Strong organizational skills, attention to detail, and follow-through.
• Ability to communicate clearly, concisely, and proactively, both verbally and in writing.
• Capability to learn multiple HRIS (Human Resources Information System) platforms and vendor partner platforms.
• Drive to learn, grow, and contribute to the overall success of the company.
• Ability to thrive in a modern, collaborative international environment, effectively using video conferencing, chat, email, and phone to maintain strong team communication.

Education & Experience

• High school diploma or equivalent combination of experience, skills, education (including other relevant non- traditional degree programs, certifications, or job training programs) preferred.
• Prior work experience in an office environment is preferred by not required.
• Some knowledge of Microsoft Office software (Outlook, Microsoft Teams, Excel, Word, PowerPoint) and demonstrated ability to learn other applications as needed.
• Experience with the following systems is preferred (Adobe Acrobat, HRIS, CRM).

Physical, Mental, & Communication Demands Physical Demands

• Sedentary Work: Primarily involves sitting for extended periods, often at a desk or computer.
• Manual Dexterity: Frequent use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Mobility: Ability to travel occasionally for meetings, events and partner visits. Occasional walking or traversing throughout the office to meet with leaders and other employees.
• Visual Acuity: Ability to read and analyze data on a computer screen (or to read and analyze data with reasonable accommodation) and in printed materials.
• Lifting & Carrying: Minimal physical lifting required, but may involve handling documents, and lifting light office supplies.

Mental Demands

• Attention to Detail: High level strategic thinking combined with attention to operational detail.
• Problem-Solving: Strong problem-solving skills with a focus on scalability and efficiency.
• Multitasking: Ability to manage multiple priorities and deadlines in a fast-paced, dynamic environment.
• Decision-Making: Sound judgement and decision-making in ambiguous or complex situations.
• Adaptability: Ability to adapt to changing market conditions and partner needs.
• Stress Management: Resilience under pressure and adaptability to shifting business needs.

Communication Demands

• Interpersonal Skills: Ability to build and maintain strong relationships and communicate effectively with employees, managers, clients and external vendors.
• Negotiation: Skilled in negotiation, conflict resolution, and influencing without authority.
• Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity.
• Verbal and Written Communication: Exceptional verbal and written communication skills for executive-level reporting, cross functional coordination, and team leadership. Ability to clearly articulate strategy, goals, and expectations across diverse teams.
• Presentation Skills: Ability to present to internal stakeholders, external partners, and senior leadership.

Environmental Conditions

This position is performed in a professional indoor office environment. Work is primarily conducted at a desk using a computer and standard office equipment. The environment generally has a moderate noise level typical of a shared office (e.g., conversations, phones, printers). The role requires the ability to work for extended periods in a climate-controlled setting with routine exposure to office lighting and screen use.

Benefits

• Health Insurance : Medical, dental, and vision coverage
• Retirement Plan : 401(k) with company match
• Paid Time Off : PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law
• Other Benefits : Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.