Minimum Qualifications Minimum Qualifications:
Either 1. 60 or more college semester credit hours.
Or 2. a high school diploma or GED AND one year of full-time work experience in customer service or its equivalent. *
*For the purposes of this employment, customer service is being defined as interacting with the general public where your primary responsibility is effectively communicating verbally to explain programs/services, policies, or procedures or resolve customer issues and/or problems.
Preferred Qualifications: Ability to initiate and maintain relationships across a diverse set of stakeholders
Duties Description Standard Duties:
As a Senior Employment Security Clerk assigned to DOL’s Unemployment Insurance (UI) Telephone Claims Center, you would:
Work in a fast-paced, high-volume call center assisting members of the public with their Unemployment Insurance claims.
Provide excellent customer service to all callers.
Use a computer and multiple software programs to help customers.
Process claims and make appropriate determinations.
Use technology and training tools to obtain information that may affect customer eligibility.
Ensure that the customer understands the criteria for alternative methods of becoming entitled to benefits.
Help customers understand the requirements and methods of certifying for benefits.
Provide information regarding the hearing process so customers understand their due-process rights.
Respond to business inquiries regarding UI benefit claims.
Additional Comments Please Note: Positions in the Unemployment Insurance Division may be in-person, remote, or partially remote and partially in-person. Remote employees will be required to report in-person if directed. These positions may be subject to mandatory and/or voluntary overtime, which may include evening and weekend hours. Shift start times may vary based on operational need.
Fingerprinting/Background Check: Some positions may require a fingerprint/background check. If the position you applied for requires fingerprinting, you will be advised at the time of your interview. There is no cost to candidates, fingerprinting fees are paid for by the Department of Labor. Candidates being considered for appointment will be provided a pre-paid code and instructions after the interview.
Some positions may require additional credentials or a background check to verify your identity.
State Office Campus Building 12, Room 561
Notes on ApplyingCandidates from diverse backgrounds are encouraged to apply. Department of Labor is an Equal Opportunity/Affirmative Action Employer. Department of Labor is committed to ensuring equal opportunity for persons with disabilities and workplace diversity.
To be considered for this position, interested applicants should e-mail a cover letter and resume in Microsoft Word or PDF format to labor.sm.personnel.UIhire@labor.ny.gov. Please include the title, location and vacancy ID # 84245 for which you are applying for in the subject line of your e-mail. Failure to do so may result in the delay of processing your application.