Bonnie Payne

Working in a fast-paced call center, I professionally respond to calls requested from claimants, employers, staff, and other interested parties regarding unemployment insurance (UI) benefits and other related services, such as job service and training, with established guidelines. Utilize appropriate systems guides, interview techniques, and established protocols to obtain necessary information, determine claim type and program code, and complete the claims process so that first pay and timeliness goals are met, and claimants receive entitled benefits. Extensively use automated systems to review, enter, update, and report claim information, which is used for reporting, case management, quality control, adjudication, and tracking purposes. Follow established protocol to take statements, key information from claimants, and accurate determinations. Follow up with claimants and employers through phone calls to obtain the necessary information to process claims in a timely and efficient manner. Complete training to address various claims types, and understand business functions. Address overpayments and banking issues. Entering data for updating claims. Work on special projects, strong analytical research, facilitation techniques, and practices. Analyzes documents, processes unemployment claims, reviews documentation, system reports, and accounts, resolves issues, responds to inquiry calls, and renders basic non-monetary determinations concerning unemployment eligibility and qualification, evaluating the accuracy of prior decisions. Assists on the floor when needed, and the supervisor is not available. Advised of claim process procedures, research, and data collection methods. Handle escalated customer complaints, service problems, and resolutions: Respond to employer inquiry calls, assisting with employer self-service. Provide the information requested on business. Address questions on rates and claims filed against the company. Advise employers on filing and reporting materials on the website. Demonstrate, interpret, and apply laws and regulations. Assisted on the chat site to assist claimants with questions and details of claims. Worked on the appeal implementation, making sure appeals were processed. The adjudication project ensures that the last and liable employer is keyed to the claim to make sure the charging is correct. If not, contact the claimant, update the claim, and resolve issues. Work and review Separation Reports from employers. Worked on the CRM team, working and resolving escalated claims. Assisted in training a new employee.