Claims Representative and Appeals Liaison

Job Description

Job Description

Job Summary:

Responsible for the processing of unemployment claims and appellate documentation on behalf of a set of clients. This position serves as a liaison to clients, unemployment agencies, legal counsel, and courts while ensuring timely claim processing, regulatory compliance, accurate recordkeeping, and exceptional customer service throughout the claims’ lifecycle.

Responsibilities:

1. Administer and process unemployment compensation claims from initial filing through final resolution.
2. Investigate claims, review supporting documentation, and prepare employer responses, protests, appeals, and related case materials.
3. Monitor and track all claims, protests, appeals, hearings, and court deadlines to ensure timely compliance.
4. Maintain accurate case records and update unemployment management software with claim, liability, hearing, and appeal information.
5. Assist attorneys and hearing representatives in preparing and processing correspondence, exhibits, briefs, hearing documents, and other materials required by unemployment agencies and courts.
6. Review agency determinations, benefit charges, credits, and appellate decisions to identify appropriate follow-up actions.
7. Serve as a primary point of contact for clients regarding claims status, appeals, hearings, and compliance requirements.
8. Collaborate with attorneys, claims professionals, and clients to prepare cases for hearings and litigation.
9. Manage incoming mail, electronic documents, and case files to ensure complete and accurate records.
10. Deliver responsive customer service while identifying opportunities to improve efficiency, quality, and client outcomes.

• Verbal and written communication skills and a general knowledge of a type normally associated

with those acquired through the completion of post-high school degree in business, labor relations, paralegal, or personnel management, and who has one to three years of related experience.

• Computer and business skills: Prefer knowledge and experience with Microsoft Office programs

including Access, Excel, Word, and PowerPoint.

• Strong customer service skills.
• Ability to get along and adapt to various types of individuals as demonstrated by strong interpersonal skills.
• Satisfactorily pass a background screening that includes both a background check and a drug screening test.
• Desire and ability to continually improve the delivery of services to our “customers,” both internal and external, through creative problem solving and innovation.

Required Education:

A paralegal or associates degree preferred; high school diploma and 2-3 years’ experience in a legal or office setting, or a combination of the above.

Physical Requirements: Walking, standing, and sitting for prolonged periods.

Working Conditions: May need to work outside of normal work hours periodically due to clients being in multiple time zones. Primarily works in a well-lighted, well-ventilated, tobacco-free environment. The position may require occasional travel to meetings and association events and may require time away from home outside normal working hours.

Position reports to: Director of Unemployment Claims