Job Service Rep I

Job Service Rep I (Revenue - Wage Processing)

The Department of Unemployment Assistance (DUA) administers the Unemployment Insurance (UI) program which provides temporary income assistance to Massachusetts workers who are unemployed through no fault of their own and who are able to work, available for work and looking for a job.

Overview

The Job Service Representative I performs customer service and issue resolution by assisting employers or claimants with account status, account access issues, and documentation requirements. They process user designation forms to ensure compliance with access control procedures, review user information by conducting research and verifying information to mitigate fraud, and review and complete weekly benefit amount determinations.

Responsibilities

- Respond to inbound calls from employers or claimants and representatives regarding account status, access issues or documentation requirements.
- Investigate and resolve account related problems in a timely and professional manner.
- Provide clear guidance on processes such as designation forms, wage reporting, monetary determinations, and liability status.
- Log interactions and update case notes in accordance with internal procedures.
- Review employment history and adjudication issues on the claimant’s prior claim.
- Review wages/earnings and issues on current claim to determine claimant eligibility on the new claim.
- Review and complete the Not 30xWBA; verify system behavior by conducting QC to ensure system redetermined correctly.
- Review wage documentation and/or affidavits provided by claimants to determine adequacy for monetary redeterminations.
- Discuss monetary appeals with claimants and their representatives to ensure appeals are submitted timely and communicate appeal rights.
- Research claimant employment data and employer data to determine appropriate employment for monetary determination.
- Ensure compliance with legal and procedural standards during the review process.
- Operate laptop and peripheral equipment, following established procedures and guidelines.
- Maintain proficiency in the utilization of current agency automated applications, operating associated hardware in accordance with agency policy and procedures.
- Perform related duties such as attending meetings and training sessions; performing routine clerical functions such as opening and distributing mail; maintaining records; preparing correspondence; and updating information on computer systems.
- Perform special projects as assigned.

Qualifications

First consideration will be given to those applicants that apply within the first 14 days.

Applicants must have (A) at least two (2) years of full time, or equivalent part-time professional or paraprofessional experience in personnel interviewing, vocational counseling, employment counseling, rehabilitation counseling, educational counseling, credit collection, credit interviewing, credit investigation, claims adjudication, claims settlement, claims examining, claims investigation, claims interviewing, social work or social casework, or (B) any equivalent combination of the required experience and the substitutions below.

- I. An Associate’s degree may be substituted for one (1) year of the required experience.
- II. A Bachelor’s degree or higher may be substituted for the required experience.

Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don’t meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

Posting Details

Official Title: Job Service Rep I

Primary Location: Community and Social Services

Agency: Department of Workforce Development

Schedule: Full-time

Shift: Day

Job Posting Number: 250007SG

Number of Openings: 6

Salary: $61,081.80 – $85,503.34 Yearly

Potentially Eligible for a Hybrid Work Schedule: Yes

If you have Diversity, Affi… let me know. The name is Duis, the length is 6??? An option asks.

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