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Special Claims

Date Posted:  Apr 7, 2021
Requisition ID:  159102

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.


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. 



This role is typically filled with a starting salary of $25,766.

About the Job:

DWD is the agency charged with administering the federal unemployment insurance benefits program.  The United States Department of Labor requires DWD to meet many federal performance metrics in order to keep its federal funding for administration of that program.  The Special Claims Department is responsible for collecting, processing, and issuing decisions on applications for Unemployment Insurance (UI) benefits, Combined Wage (CWC and CWT) claims, Federal (UCFE) and Military (UCX) claims, Trade Readjustment Allowance (TRA) claims and Disaster Unemployment Assistance (DUA) claims.  Additionally, the Department is responsible for Employer Benefit Charging, resolving claim or voucher filing issues, and works specific adjudication issues such as Late Vouchers, Double Dip claims, and claims where the claimant has received Workers Compensation.  Furthermore, the Department is responsible for processing Child Support withholding and processing deceased claimants.  The Special Claims Department is equipped to address any issues during the entire claim process of initial filing through employer charging issues for benefit weeks paid.


As a Special Claims employee you will be responsible for processing, maintenance, investigation, and coordination related to the establishment and perpetuation of Unemployment Insurance (UI), Combined Wage (CWC) and Combined Wage Transfer (CWT) claims. You will apply federal code, state law, agency policy, rules and procedures to ensure accurate creation and progression of Indiana UI claims. You will communicate and collaborate with Claimants, Employers, Federal Agencies, other State Agencies, and other Workforce Development sections to resolve complex aspects of claim progress and the payment of benefits. You will report to a Special Claims Supervisor.

A Day in the Life:

The essential functions of this role are as follows: 

  • Make eligibility determinations based on objective fact-finding and legal analysis.  These determinations must meet stringent timeliness and quality standards as set by federal and state authorities;
  • Explain complex federal and state laws, procedures and various unemployment programs to claimants, employers and other local, state and federal agencies in easily understood terms;
  • Investigate Reporting Requirement – Late Voucher issues and other adjudication related issues and corresponds with claimants/employers to gather information;
  • Make final written determinations of entitlement to, or denial of, UI benefits;
  • Efficiently discover eligibility issues when resolving existing issues and applies proper state and federal statutes, administrative rules, case law, policies, and guidelines to make an eligibility determination;
  • Make determinations of whether a claimant’s wages can be used to monetarily establish an unemployment insurance claim;
  • Serve as the agency representative in Appellate Hearings where Claimants or Employers have appealed an initial process or issue decision that effects their UI claim.  Research all relevant records in advance to prepare for the hearing.  Exhibit professional, courteous, and knowledgeable participation during the hearings.  Present testimony in a clear, concise and accurate manner at all times;
  • Review, investigate, and resolve issues submitted by claimants and employers that are not clearly assignable to another UI division.  This requires the ability to independently analyze and problem solve the issue working across business units; 
  • Educate and advise employers of predecessor/successor liability and merger/acquisition situations as applicable;
  • Collaborate with Appeals to re-evaluate ceratin auto-adjudicated claims prior to an appeals hearing;
  • Resolve UI claims that have Indiana and other state’s wages (called Combined Wage Claims (CWC)), which includes working closely with other states on submission of wages and quarterly billing of charges to Indiana or other other state; 
  • Adjudicate Job Service Registration issues to make a final written determination of entitlement to, or denial of, UI benefits, and participates in any corresponding referee hearings;
  • Assist claimants in resolving a variety of issues created by the Uplink system during the initial or continuing claim filing process. As needed, collaborate with other departments to have the issue rectified;
  • Handle all aspects of the claim backdating or withdrawal process;
  • Resolve Claimant inquiries, requests and complaints regarding 1099G Tax Forms issued for UI benefits; 
  • Collaborate extensively with Contact Center, Wage Records, Tax, and BPC staff on a variety of issues.

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.  

What We're Looking for:

The ideal candidate in this position should minimally have a high school degree or HSE (High School Equivalency) and one (1) year customer service experience.

What You'll Need for Success:

  • Specialized knowledge, or the ability to quickly acquire specialized knowledge, of the federal guidelines, state laws, administrative rules, and established procedures which impact UI claims;
  • Ability to organize and prioritize workload in a manner that enables the agency to meet stringent federal standards;
  • Strong analytical reasoning and problem solving skills;
  • Quick and efficient decision-making skills and excellent organizational and prioritization skills;
  • Ability to work well under pressure and able to maintain a courteous and kind disposition at all times;
  • Strong verbal and written communication skills;
  • Working knowledge, or ability to quickly acquire working knowledge, of DWD joint operations and team collaboration for the management of UI claims;
  • Continual professionalism in communicating with Claimants, Employers, Federal Agencies, other State Agencies, other Workforce Development sections, and peer coworkers;
  • Strong computer use skills and ability to quickly master new technology and incorporate it into work routine;
  • Effective in providing instruction to peer employees on established procedures and guidelines to resolve a variety of complex claim issues.

Supervisory Responsibilities/Direct Reports:

This role does not provide direct supervision to direct reports.

What You'll Get in Return:

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
  • DWD GOAL (Go Out and Learn) Tuition Assistance Program - Eligible employees have access to up to $5,000 in tuition assistance per fiscal year 


Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer

Current Employee? Click here to apply.

Nearest Major Market: Indianapolis