Temporary Claims Examiner II

Temporary Claims Examiner II

Join a team that makes a meaningful difference in the lives of Montana workers and employers. As a Temporary Claims Examiner, you help ensure fair, timely, and accurate access to Unemployment Insurance benefits while guiding individuals through complex and often stressful situations. This role supports lawful and efficient program operations and offers a strong foundation for developing expertise in public service, policy application, and customer-focused problem solving.

MISSION STATEMENT: Empowering all Montanans through work and opportunity. It's about the people and the impact we make in our communities every day. We are proud of our open, team-based, supportive, and collaborative work environments. Learn more about DLI here.

POSITION OVERVIEW: Join a team that makes a meaningful difference in the lives of Montana workers and employers. As a Temporary Claims Examiner, you help ensure fair, timely, and accurate access to Unemployment Insurance benefits while guiding individuals through complex and often stressful situations. This role supports lawful and efficient program operations and offers a strong foundation for developing expertise in public service, policy application, and customer-focused problem solving.

WHAT'S IN IT FOR YOU:

• Meaningful public service: Play a direct role in supporting Montana workers and businesses during critical moments, helping ensure fair and timely access to benefits.
• Skill development and career growth: Build expertise in Unemployment Insurance programs, policy interpretation, and customer-focused problem solving within a structured learning environment.
• Transferable professional skills: Strengthen communication, conflict resolution, time management, and analytical skills that are valuable across public and private sector roles.
• Collaborative team environment: Work with a supportive team that values knowledge sharing, continuous improvement, and service excellence.
• Clear performance expectations: Succeed in a role with defined standards, structured workflows, and opportunities for feedback and development.
• Exposure to public sector operations: Gain experience working within state government systems, policies, and compliance frameworks.

ESSENTIAL FUNCTIONS:

• Explain UI processes: Communicate Unemployment Insurance laws, rules, and procedures clearly and professionally to claimants, employers, and stakeholders.
• Resolve claim issues: Troubleshoot eligibility questions, payment concerns, and system or process-related issues to support timely outcomes.
• Guide customers through claims: Assist with filing and reopening claims, responding to information requests, and understanding deadlines and requirements.
• Deliver multi-channel service: Respond to inquiries via phone, email, correspondence, and virtual platforms, adapting communication to diverse audiences.
• Present program information: Provide clear explanations of UI processes, requirements, and timelines to individuals.
• Manage caseload and workflow: Organize and prioritize work to meet established timeliness, accuracy, and quality standards.
• Apply program knowledge: Learn and maintain current understanding of UI functions, including claims intake, fact-finding, and documentation practices.
• Gather and document information: Collect, verify, and record information from claimants, employers, and third parties to support accurate, compliant decisions.

REQUIRED SKILLS AND COMPETENCIES:

• Customer service and conflict management: Provide responsive, respectful service and manage difficult or emotionally charged interactions with professionalism and empathy.
• Clear communication: Explain complex policies and processes in plain language, both verbally and in writing, to diverse audiences.
• Time management and organization: Prioritize competing tasks, manage a personal workload, and consistently meet deadlines and performance standards.
• Policy application and learning agility: Learn, interpret, and apply UI policies, procedures, and systems across a variety of claim scenarios.
• Objectivity and professional judgment: Maintain neutrality and apply laws, rules, and policies consistently and without bias.

MINIMUM QUALIFICATIONS (Education and Experience): Demonstrated experience providing customer service in fast-paced environments that require problem solving, clear communication, and attention to detail. Experience explaining policies, procedures, or technical information to customers or stakeholders with varying levels of understanding. Experience managing multiple tasks or cases simultaneously while meeting deadlines and quality expectations. Experience gathering, verifying, and documenting information accurately in support of decisions or service delivery. Proficiency with standard office technology (e.g., email, calendars, word processing) and the ability to learn new systems or case management tools. A degree in business, public administration, communications, or a related field may supplement relevant professional experience but is not a substitute for demonstrated skills and competencies in the areas noted above. Equivalent combinations of education and directly related experience will be considered.

HOW TO APPLY FOR THIS OPPORTUNITY: A complete state application is not required; however, you will need to initiate the application and attach the resume, cover letter or other required documents at time of application to be considered for this position. Resume will auto fill the application, but the application will not be scored or reviewed. Failure to attach the cover letter and resume will result in your application being considered incomplete and will not be considered further. Materials submitted but not requested will not be considered in the selection process. Tip: When attaching your resume, cover letter or other required documents you must mark the attachments as "RELEVANT" or we will be unable to view your documents. Required application materials: Cover Letter - Your Cover Letter should explain how your experience and education meet the identified required skills and competencies, with examples that demonstrate your qualifications. Resume - include all work experience you have held that would help you qualify for this position, including duties, dates of employment. Only online applications will be accepted. By applying online, you can receive updates and monitor the status of your application. All documents for Veteran or Disability preference must be received or date stamped by the closing date. You will receive an application confirmation email with instructions on acceptable preference documents and how to submit such documents. If you need an accommodation with the application process, please contact the HR office.

BENEFITS: Being able to enjoy the quality of life in the beautiful state of Montana is one of the benefits you will love about this opportunity! Our mountains, waterways and open spaces provide not only beautiful scenery but year-round recreational opportunities including hiking, camping, biking, fishing, boating, hunting, skiing and snowmobiling. Montana boasts a high-quality education system and a variety of entertainment including fairs, rodeos, and theaters. Read more about our great state here. See our other incredible benefits here. These are some of our benefits just to name a few: Work/life balance with hybrid schedules or partial telework may be available within the state of Montana. 38 paid days off a year including vacation, sick leave and holidays. Military leave: You'll get up to 15 days of military leave with full pay. Longevity raises with continuous service, as well as any negotiated market increases and state statutory raises. Health, dental, vision, life insurance coverage, flexible spending accounts, EAP - click here to learn more. Free telehealth and access to free employee medical clinics through our medical plan - click here to learn more. Choice between two retirement plans with an employer contribution between 8.73% - 9.07% of your annual salary. A third optional 457(b) deferred compensation plan is also available. Click here to learn more. Public Service Loan Forgiveness- Employment with the State of Montana may qualify you to receive loan forgiveness- click here to learn more! Career progression, training opportunities and room for professional growth. State employee discounts at various businesses across the state.