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Claims Investigator Supervisor

Date Posted:  Jun 22, 2022
Requisition ID:  370482

Indianapolis, IN, US, 46204


Work for Indiana

Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.


At the State of Indiana, we don’t just talk about diversity and inclusion – Our goal is to create a welcoming, accessible, and equitable workplace, with a workforce that is representative of the State of Indiana population. We are proud to be an equal opportunity employer.


About the Indiana Department of Workforce Development (DWD):   

Our mission is to develop a premier workforce that will allow Indiana employers to flourish and entice businesses from outside our state to relocate to Indiana. Everyone at DWD will be required to think outside-the-box; to determine metrics that will allow for measurement and improvement and efficiencies to be made along the way. Cutting edge technologies will be utilized to help assess Indiana’s employment future. If managed properly, Indiana’s workforce will be second to none and completely prepared for the next phase of the state and country’s economic growth. 



Salary for this role may be commensurate with experience. Internal applicants will be subject to the standardized Promotion and/or Demotion policies.


About the Job:

As a Claims Investigator Supervisor, you will analyze information and make eligibility determinations in conformance with federal and state Unemployment Insurance laws, rules, policies, and procedures.  The decisions you make will directly impact a claimant’s livelihood, an employer’s experience rating, and the balance of the Unemployment Insurance Trust Fund.  Additionally, you will function as a coordinator of various unemployment insurance issues, as determined by the Chief of Benefits.

A Day in the Life:

The essential functions of this role are as follows:


  • Supervise the flow of work and quality of work of subordinates;
  • Ensure that subordinates are accurate and timely in their determinations;
  • Explain laws and procedures and various unemployment programs (such as interstate, Ex-serviceman Unemployment Compensation Act, Unemployment Compensation – Federal Employees, Special Unemployment Act claims, etc.) to claimants and employers including benefit rights and eligibility requirements;
  • Question claimants and employers concerning employment history and/or separation information;
  • Make final written determination of entitlement to, or denial of, benefits and compiles information from claimants, employees and Audit Section and forwards to Central Office for monetary determination;
  • Receives investigate and reply to all correspondence from all claimants and employees involving claims in local office;
  • Further investigations regarding stolen, lost, destroyed or forged benefit warrants;
  • Assist both claimants and employers in filling appeal forms for protested claims;
  • Give testimony at referee hearings;
  • Organize and prioritize heavy workload in a manner that enables the agency to meet stringent federal standards;
  • Complete daily summary of work activities according to types and numbers of claims processed and characteristics of insured unemployed;
  • Navigate multiple computer systems efficiently and effectively and stays abreast of regular changes and updates in such systems;
  • Receive, investigate, and correct system error lists relating to wage reporting, claim computation, and payment of benefits;
  • Provide support to and backs up the Uplink Customer Service call center in times of high volume;
  • Perform all duties with optimum efficiency to ensure benefit determinations are issued within strict federal time constraints;
  • Coordinate with the agency’s constituent relations manager in order to quickly resolve issues brought to state legislators and the Governor’s Office; and
  • Take new and continued claims as needed.

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time.  Reasonable accommodations may be made to enable individuals with disabilities to interview and to perform the essential functions of this role.

What You'll Need for Success:

  • Ability to accept supervision and to adhere to protocols;
  • Specialized knowledge of unemployment laws;
  • Advanced knowledge of the Indiana Unemployment Security Act, Wagner-Peyser Act and Social Services Act;
  • Working knowledge of labor market including seasonal layoffs, labor disputes, etc.;
  • Thorough knowledge of state and federal legal precedents affecting unemployment compensation laws;
  • Ability to interpret and apply technical manuals, memos and written guidelines regarding the unemployment compensation laws of fifty states;
  • Complete knowledge of claims procedures at local office level;
  • Demonstration of professionalism and tact in dealing with agency staff, claimants and employers;
  • Ability to communicate effectively on state and federal statues and administrative regulations, as well as policies and procedures to peers and subordinates;
  • Ability to supervise employees;
  • Strong computer skills and ability to quickly master new technology and incorporate it into the work routine;
  • Quick and efficient decision making skills and excellent organizational and prioritization skills;
  • Ability to travel, in limited circumstances.

Supervisory Responsibilities/Direct Reports:

This role provides direct supervision for one or more staff members.


Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes: 

  • Three (3) medical plan options (including RX coverage) and vision/dental coverages 
  • Wellness program (offers premiums discount for the medical plan) 
  • Health savings account (includes bi-weekly state contribution) 
  • Deferred compensation account (similar to 401k plan) with employer match 
  • Two (2) fully-funded pension plan options 
  • Group life insurance 
  • Employee assistance program that allows for covered behavioral health visits 
  • Paid vacation, personal and sick time off 
  • Competitive leave policies covering a variety of employee needs 
  • 12 company paid holidays, 14 on election years 
  • Qualified employer for the Public Service Loan Forgiveness Program 
  • New Parent Leave 
  • Free Parking 
  • Free LinkedIn Learning


Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer.


Current Employee? Click here to apply.

Nearest Major Market: Indianapolis