Unemployment Insurance Claims Interviewer/Call Center Processor Job at Goodwill of Delaware and Delaware County, Newark, DE

  • Goodwill of Delaware and Delaware County
  • Newark, DE

Job Description

Job Description

Job Description

Pay Rate: $18 per hour

Job Description:

  1. Makes claims for unemployment insurance benefits by questioning claimants regarding employment history. Assists claimants with in person filing in the resources room.
  2. Conducts fact finding interviews with claimants to determine if non-separation eligibility requirements have been met.
  3. Determines type and appropriate state and federal unemployment insurance program such as Federal, Ex-Service person or Interstate to establish claim based on previous employers, and employment and claim dates.
  4. Verifies accuracy of wage and employer information with claimant; take additional information if claimant indicates wages and/or employers are omitted or incorrect; may request evidence of earnings such as W-2's or wage stubs.
  5. Informs claimant of maximum and weekly benefit amount, basis for computation of benefits, length of claim, maximum allowable earnings and rights and responsibilities while collecting benefits; explains mail-in procedures for receiving benefit checks, issues pay orders and informational materials.
  6. Reviews pay orders completed by claimants receiving benefits on a continuous basis for completeness and reported earnings during benefit week; records on claimants master file information such as date, pay order number, and deductions from weekly benefit amount.
  7. Refers claims for eligibility determination to claims deputies.
  8. Enters data on computer terminal, verifies claim and benefit payment information.
  9. Completes and processes forms to stop payment on lost checks, correct computerized claimant information, and recover overpayment of benefits due to revised benefit amount, unreported wages, or duplicate checks issued.
  10. Answers questions from claimants, employers, and Social Service agencies regarding benefit filing procedures, claim status, lost or late checks and appeal rights. This is primarily by phone.
  11. Sorts and files forms, cards, claims files and items of a similar nature; reviews same for errors, omissions and proper coding.
  12. Maintains daily and weekly record or number and type of claims taken and processed.
  13. May receive out-of-state local office claims through electronic mail system; reviews printout for accuracy of data; correct errors and/or omissions.


  1. Previous customer service experience.
  2. Previous experience handling confidential/sensitive information.
  3. Previous call center experience.

Job Tags

Hourly pay, Local area,

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