Unemployment Insurance Claims Analyst

Who We Are:

As the largest privately held service provider in our industry, Thomas & Company stands at the forefront of delivering innovative and comprehensive solutions that help businesses optimize their operations and manage critical aspects of human resources. We specialize in offering unmatched unemployment cost control, employment verification, and tax credit services, all designed to reduce financial risk, streamline processes, and drive cost efficiency for our clients.

Our Culture:

We believe that success starts with people. We are committed to fostering a culture of innovation, collaboration, and growth. Our mission is to empower our employees to thrive both professionally and personally, offering an environment where creativity and diverse ideas flourish.

We are not just a company-we are a community of passionate individuals dedicated to making a real impact. From dynamic team-building opportunities to leadership development programs, Thomas & Company invests in its people at every level. Our supportive workplace is built on the foundation of our core values a shared vision for enabling success. Our winning culture has earned recognition as a five-time Tennessean Top Workplace and a three-time (and counting) USA Today Top Workplace. Whether you're looking for a challenge, a place to grow your career, or a team that values your contributions, Thomas & Company offers endless opportunities to make a difference. Join us and become part of a team where your ideas are heard, your potential is recognized, and your career can truly flourish.

The Position:

The Unemployment Insurance (UI) Claims Analyst reviews and processes unemployment insurance claims, prepares accurate and timely responses to state agencies, and maintains complete supporting documentation. This position applies established claims procedures, communicates with internal and external stakeholders, and helps ensure claim activity is handled accurately and within required deadlines.

Essential Duties and Responsibilities

• Receive, review, and process incoming unemployment insurance claims within 48 business hours of receipt or within an earlier applicable state deadline
• Prepare complete, timely, and accurate claim responses for submission to state agencies in accordance with established procedures
• Review claim information and supporting documentation for accuracy, completeness, and consistency
• Apply the required claim response format and follow applicable claims procedures and quality standards
• Document claim activity accurately and completely in the company's Claims Management System
• Accurately record appropriate separation and disposition codes based on the available claim information
• Review and respond to additional information requests from state agencies within required deadlines
• Respond to internal client emails, SHIELD discussions, and voicemail inquiries regarding open claims within 4 business hours
• Monitor outgoing claim submissions and promptly escalate pending or unsuccessful transmissions to the appropriate supervisor
• Respond to inbound client calls as assigned
• Process facility change requests promptly upon receipt of complete information from the client
• Manage assigned work queues in accordance with established departmental procedures
• Protect confidential client, claimant, and employment information
• Identify incomplete, inconsistent, or potentially inaccurate claim information and escalate concerns as appropriate
• Collaborate with team members, supervisors, and other departments to resolve claim-related questions
• Maintain established quality, efficiency, productivity, and service-level expectations
• Assist with special projects and perform other duties as assigned

Required Qualifications

• High school diploma or equivalent
• Previous unemployment insurance or claims experience preferred
• Previous administrative, claims-processing, data-entry, customer service, or related experience
• Proficiency with Microsoft Office or Microsoft 365 applications
• Experience working in a production, service-level, or goal-driven environment preferred

Special Considerations and Prerequisites

• Ability to exercise discretion and maintain the confidentiality of sensitive company, client, claimant, employee, and business information
• Ability to establish and maintain professional, collaborative working relationships with clients, colleagues, and leadership
• Strong organizational skills, attention to detail, and commitment to accuracy
• Ability to organize and prioritize a high volume of time-sensitive work
• Demonstrated reliability, accountability, and responsiveness in fulfilling assigned responsibilities
• Strong written and verbal communication skills
• Ability to follow established procedures and apply guidelines consistently
• Ability to exercise sound judgment and escalate questions or concerns appropriately
• Ability to work independently and collaboratively in a remote environment
• Must be able to perform the essential functions of the position with or without reasonable accommodation