Overview

Provides guidance and direction to PEO State Unemployment Services team members to ensure proper understanding of departmental policies and procedures. Coaches and develops team members to increase knowledge level, accuracy, and customer service. Participates in complex issue resolution and projects. Guides client through the unemployment hearing process and serves as a client representative.

Responsibilities

• Trains team members to develop and advance their knowledge and understanding of departmental topics.
• Addresses escalated client questions and concerns to maintain client satisfaction.
• Mentors team members regarding departmental processes and day-to-day activities to ensure successful actions of team members
• Leads or participates in projects and departmental initiatives to represent departmental interests.
• Researches departmental issues to identify root cause and initiates corrective action.
• Makes recommendations regarding the development of policies and procedures; identifies and implements processing efficiencies.
• Serves as a departmental lead on project teams to ensure departmental needs are met and actions of the team are in line with departmental goals.
• Prepares clients for unemployment hearings to ensure that the client is knowledgeable on the process and that all appropriate information has been gathered.
• Serves as client representative in unemployment hearings to ensure that the client is best represented and the claim is adjudicated effectively and in the best interest of the client.
• Researches and provides problem analysis for escalated issues to promote customer service and ensure accuracy of information.
• Mentors and trains less experienced team mates to provide direction and assistance on daily tasks and responsibilities and to increase knowledge and understanding of departmental processes and unemployment insurance regulations.
• Analyzes annual tax rate notices on behalf of clients to ensure accuracy of information and appropriateness of tax rate.
• Participates in projects and departmental initiatives; identifies training, documentation, and system enhancement needs and addresses them to improve departmental processes and efficiencies.

Qualifications

• H.S. Diploma - Required
• Associate's Degree - Preferred
• 2 years of experience in SUI.
• 1 year of experience in SUI Services Hearing Specialist.

Compensation

In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $20.56 $30.06 hourly. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range.

Responsibilities

• Trains team members to develop and advance their knowledge and understanding of departmental topics.
• Addresses escalated client questions and concerns to maintain client satisfaction.
• Mentors team members regarding departmental processes and day-to-day activities to ensure successful actions of team members
• Leads or participates in projects and departmental initiatives to represent departmental interests.
• Researches departmental issues to identify root cause and initiates corrective action.
• Makes recommendations regarding the development of policies and procedures; identifies and implements processing efficiencies.
• Serves as a departmental lead on project teams to ensure departmental needs are met and actions of the team are in line with departmental goals.
• Prepares clients for unemployment hearings to ensure that the client is knowledgeable on the process and that all appropriate information has been gathered.
• Serves as client representative in unemployment hearings to ensure that the client is best represented and the claim is adjudicated effectively and in the best interest of the client.
• Researches and provides problem analysis for escalated issues to promote customer service and ensure accuracy of information.
• Mentors and trains less experienced team mates to provide direction and assistance on daily tasks and responsibilities and to increase knowledge and understanding of departmental processes and unemployment insurance regulations.
• Analyzes annual tax rate notices on behalf of clients to ensure accuracy of information and appropriateness of tax rate.
• Participates in projects and departmental initiatives; identifies training, documentation, and system enhancement needs and addresses them to improve departmental processes and efficiencies.

Qualifications

• H.S. Diploma - Required
• Associate's Degree - Preferred
• 2 years of experience in SUI.
• 1 year of experience in SUI Services Hearing Specialist.