CX Analyst

Position Summary
The person in this role is responsible for gathering and documenting information related to unemployment insurance claims from claimants and employers. This role requires strong attention to detail, excellent communication skills, and the ability to accurately collect, review, and submit information to support the adjudication process. Representatives ensure all claim-related activities are completed in accordance with client requirements, compliance standards, and established procedures.
Key Responsibilities

• Receive inbound calls from claimants and employers to collect and document information related to unemployment insurance claims.
• Accurately document information obtained during claimant and employer interviews.
• Review and record job separation details and other relevant claim information.
• Upload and maintain all required supporting documentation.
• Follow approved questionnaires, scripts, and documentation procedures to ensure consistency and compliance.
• Process claims accurately and efficiently while meeting established productivity and quality standards.
• Communicate professionally with claimants, employers, and internal stakeholders through both verbal and written channels.
• Maintain confidentiality when handling sensitive information.
• Ensure all work is completed in accordance with client guidelines, policies, and applicable regulations.

Qualifications
Required Skills & Experience

• Strong customer service and interpersonal communication skills.
• Excellent verbal and written communication abilities.
• Strong attention to detail and organizational skills.
• Ability to effectively manage multiple tasks and priorities in a fast-paced environment.
• Ability to gather information objectively and document details accurately.
• Professional demeanor when handling sensitive, difficult, or escalated situations.
• Strong problem-solving and critical-thinking skills.
• Proficiency with computer systems and data-entry functions.

Work Environment

• Fast-paced call center environment with a strong focus on quality, compliance, and customer service.
• Performance measured through productivity, accuracy, quality, and adherence to established procedures.

Success in This Role
Successful candidates are detail-oriented, customer-focused professionals who can gather accurate information, maintain composure during challenging conversations, and consistently meet quality and productivity expectations while ensuring a positive experience for claimants and employers.

Job Type: Full-time

Work Location: In person