Unemployment Claims Hearings Analyst

Job Description

Job Description

Who We Are:

As the largest privately held service provider in our industry, Thomas & Company stands at the forefront of delivering innovative and comprehensive solutions that help businesses optimize their operations and manage critical aspects of human resources. We specialize in offering unmatched unemployment cost control, employment verification, and tax credit services, all designed to reduce financial risk, streamline processes, and drive cost efficiency for our clients.

Our Culture:

We believe that success starts with people. We are committed to fostering a culture of innovation, collaboration, and growth. Our mission is to empower our employees to thrive both professionally and personally, offering an environment where creativity and diverse ideas flourish.

We are not just a company-we are a community of passionate individuals dedicated to making a real impact. From dynamic team-building opportunities to leadership development programs, Thomas & Company invests in its people at every level. Our supportive workplace is built on the foundation of our core values a shared vision for enabling success. Our winning culture has earned recognition as a five-time Tennessean Top Workplace and a three-time (and counting) USA Today Top Workplace. Whether you're looking for a challenge, a place to grow your career, or a team that values your contributions, Thomas & Company offers endless opportunities to make a difference. Join us and become part of a team where your ideas are heard, your potential is recognized, and your career can truly flourish.

The Position:

The position of the Unemployment Claims Hearings Analyst is to serves as a subject matter expert in unemployment law, rules and regulations, and functions as a liaison between T&C clients and state agencies. This position provides consultation and advice to clients throughout the unemployment appeals process.

Essential Duties and Responsibilities

• Serve as subject matter expert in unemployment law, rules and regulations, and functions as a liaison between T&C clients and state agencies.
• Provides consultation and advice to clients throughout the unemployment appeals process.
• Receive and process incoming unemployment hearings within 24 hours of receipt
• Analyze and review each hearing for issues
• Escalate problem hearings and field client concerns to management
• Review file for adequate documentation and reach out to client to gather more information if necessary
• Timely submission of documentation
• Make timely follow-up attempts to clients
• Timely submission of contact information for telephone hearings
• Provide phone consultation/prep calls to clients as necessary
• Review and process incoming unemployment hearing decisions within 48hours of receipt
• Must be able to timely file all appeals to Board of Review/Commission
• Must be able to obtain client hearing representation using TNC network when needed
• Utilize Hearings Queue to organize and filter work
• Document all hearing activity in TNC Claims Management System
• Respond to all client inquiries within 4hours of receipt
• Engage Internal and External clients in a professional and courteous manner
• Answer calls through the Hearing Queue and address questions and/or direct

Requirements and Qualifications

• Must be proficient in MS Office Suite, Outlook, TNC Application for WOTC and WOTC Tracking System
• College degree required or equivalent work experience
• 2+ years of unemployment experience
• Must be familiar with unemployment concepts, practices, and procedures within their job role
• Ability to take initiative and work independently with little supervision
• Define priorities and handle multiple tasks and projects
• Adaptable; able to change focus quickly.
• Ability to handle sensitive and confidential information appropriately
• Excellent written and verbal communication skills
• Professional demeanor with the ability to interact tactfully
• Ability to maintain positive working relationships with clients, peers, team members and leadership
• Ability to deal with stressful situations to achieve desired business results
• Strong detail orientation, organizational, analytical and time management skills
• Must have the ability to be punctual and maintain excellent attendance
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Special Considerations and Prerequisites

• Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully
• Maintains confidentiality, remains open to other's ideas, and exhibits willingness to try new things
• Prioritizes and plans work activities, uses time efficiently and develops realistic plans
• Individual demonstrates accuracy and thoroughness and monitors own work to ensure quality
• Adapts to changes in the work environment, manages competing demands and can deal with frequent change, delays or unexpected events.