Claims Processing Supervisor

REQUIRED SKILLS AND COMPETENCIES:

• Leadership and People Management: Lead and develop staff through hiring coaching performance evaluation and employee relations and build a team culture of accountability collaboration and professional growth.
• Unemployment Insurance Program Knowledge: Understand and apply unemployment insurance laws rules policies claims-processing procedures and the federal performance standards that apply.
• Regulatory Analysis and Application: Interpret complex statutes regulations case law and policy and apply them consistently and accurately.
• Workload and Performance Management: Plan track and adjust workflow to meet production quality timeliness and customer-service goals.
• Clear and Professional Communication: Explain complex requirements clearly and concisely in writing and in person to staff claimants employers attorneys and other stakeholders.
• Training and Staff Development: Research training needs develop lesson plans and deliver instruction that builds staff skills and confidence.
• Problem Solving and Continuous Improvement: Use sound judgment and data to diagnose operational issues and put practical process improvements in place.
• Technology Proficiency: Use claims-processing systems internal databases automated call-distribution tools and standard office software and quickly learn new technology.

MINIMUM QUALIFICATIONS (Education and Experience)

• Demonstrated experience leading or supervising teams in a setting where accuracy timeliness customer service and compliance with laws rules or policies are central responsibilities.
• Experience interpreting and applying laws regulations policies or procedures to complex cases ideally in unemployment insurance benefits administration or a similar regulatory program.
• Experience tracking workload and performance data and using it to improve workflow quality and service results.
• Experience training coaching or developing staff including giving feedback and handling performance or employee-relations matters.
• Strong written and verbal communication skills with experience explaining complex requirements to diverse audiences and handling confidential information with sound judgment.
• Proficiency with Microsoft Outlook and office software and the ability to learn and use claims-processing systems databases and call-center technology.

A degree in public administration business administration human resources or a related field may supplement relevant professional experience but it does not replace demonstrated skills and competencies in the areas listed 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: Youll 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 - clickhere 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- clickhere to learn more!
• Career progression training opportunities and room for professional growth.
• State employee discounts at various businesses across the state.

*This position may be covered by a Voluntary Employee Beneficiary Association (VEBA)

E-Verify: This agency is participating in E-Verify to confirm employment eligibility. After accepting a job offer and completing Form I-9 your information will be submitted to the Department of Homeland Security and Social Security Administration for verification. For more information about E-Verify please visit the E-Verify website found here who needs to request a reasonable accommodation in the application or hiring process should contact the HR staff identified on the job listing or by dialing the Montana Relay at 711. Montana Job Service Offices also offer services including assistance with submitting an online application.

State government does not discriminate based on race color national origin religion sex sexual orientation gender identity or expression pregnancy childbirth or medical conditions related to pregnancy or childbirth age physical or mental disability genetic information marital status creed political beliefs or affiliation veteran status military service retaliation or any other factor not related to merit and qualifications of an employee or applicant.

Note: Employees for the State of Montana must reside within Montana. All applications and required application documents must be submitted through the MT Careers site at: a public-service team that helps Montana workers and employers get timely accurate unemployment insurance help when they need it most. As Claims Processing Supervisor you will help make sure the unemployment insurance program is run fairly consistently and in line with state and federal requirements. That program is an economic safety net for communities across Montana. You will develop a skilled team improve how the work gets done and grow as a leader in a mission-focused setting that values continuous improvement.

MISSION STATEMENT:

Empowering all Montanans through work and opportunity.

Its 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 DLIhere.

POSITION OVERVIEW:

The Claims Processing Unit handles core unemployment insurance work for Montana workers and employers including call-center operations adjudication appeals charging and monetary determinations. This position leads and directly supervises unit staff and makes sure work is accurate timely and compliant with state and federal laws rules policies and performance standards. The supervisor tracks workload quality productivity and customer service. They also hire train coach and evaluate staff and resolve operational and technology issues. By finding and putting in place practical process improvements this role supports the divisions goals for service quality program integrity and responsive public service.

WHATS IN IT FOR YOU:

• Lead with real impact: Guide a team whose work directly supports Montanans during job loss and economic uncertainty.
• Build broad program expertise: Gain hands-on experience across the full claims lifecycle from monetary determinations through adjudication appeals and charging.
• Strengthen leadership skills: Develop staff manage performance and build a positive accountable team culture.
• Drive improvement: Use data customer feedback and staff input to shape better processes and service outcomes.
• Grow operational know-how: Build expertise in call-center management claims systems and federal performance standards.

ESSENTIAL FUNCTIONS:

• Lead and supervise staff: Leads and supervises Claims Processing Unit staff who perform call-center adjudication appeals charging monetary and related unemployment insurance functions.
• Manage workload and performance: Tracks workload workflow production quality timeliness and customer-service results so that unit goals and service standards are met.
• Apply laws and policy consistently: Interprets and applies unemployment insurance laws rules regulations policies and procedures. Explains requirements clearly to staff claimants employers attorneys and other stakeholders.
• Hire and develop employees: Hires trains coaches and evaluates employees. Gives performance feedback and handles employee-relations matters in line with collective-bargaining agreements and agency policy.
• Ensure quality and compliance: Reviews completed work for accuracy timeliness and compliance. Sets up internal monitoring methods to measure how well the program is working.
• Improve business processes: Analyzes program data customer feedback and staff input to find workflow issues recommend solutions and put sound process changes in place.
• Manage call-center operations: Tracks call-center performance and automated call-distribution systems. Adjusts operations to meet service levels and respond to changing call volumes.
• Resolve systems and technology issues: Serves as a technical resource for claims-processing systems and internal databases. Troubleshoots problems and coordinates solutions to keep service running without interruption.

Required Experience:

Manager

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