Under close supervision during classroom or on the job training, once trained under supervision, the Customer Service Representative answers telephone inquiries from claimants and the public in a call center environment. Analyzes electronic claim and medical information including employment data to determine claim eligibility. Using appropriate customer service tools and techniques, responds quickly and efficiently to questions from claimants, medical providers, employers, attorneys, insurance companies and the general public, to resolve issue(s) in a single call, documents all actions and decisions. Analyzes claim and medical information to provide claimants with timely and accurate eligibility information, assists in duration control and enters clear and complete claim notes. Qualifies payments and issues disqualifications; elevates calls to management when necessary and refers calls to other offices when appropriate. Takes other actions in accordance with Disability Insurance (DI) policies and procedures; such as referring customers to other Employment Development Department programs and available community resources when appropriate. Identifies and reports any suspected fraudulent claims or activities.
Special Requirements 'Due to Departmental hiring restrictions, only EDD employees will be considered'Applicants must submit a STD 678, State Application and indicate on the application your basis for eligibility to the DIPR classification. Please include a copy of exam results.
If you are not a current or former State employee, you must first take an examination to obtain list eligibility. This does not apply to Student Assistant vacancies.
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The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.