Unemployment Insurance Hearings 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 us recognition as a five-time Tennessean Top Workplace and two (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) Hearings Analyst serves as a subject matter expert in unemployment insurance laws, regulations, and appeal procedures. This role acts as a liaison between clients, state workforce agencies, and hearing representatives to support effective management of unemployment hearings and appeals. The UI Hearings Analyst provides consultation, strategic guidance, and administrative support throughout the appeals process while ensuring compliance with state-specific requirements and service level expectations.

Essential Duties and Responsibilities

• Serve as a subject matter expert on unemployment insurance laws, regulations, and appeals procedures
• Act as a liaison between clients, state workforce agencies, hearing representatives, and internal teams
• Provide consultation and guidance to clients throughout the unemployment hearing and appeals process
• Review hearing notices and decisions to identify issues, deadlines, and required actions
• Distribute hearing decisions to clients with sufficient lead time to support appeal determinations
• Receive, review, and process unemployment hearing notices within established service standards
• Analyze hearing documentation and identify potential concerns, risks, or opportunities for escalation
• Escalate complex hearing issues and client concerns to management as appropriate
• Review claim files for completeness and obtain additional supporting documentation when necessary
• Prepare, organize, and submit hearing documentation in accordance with state requirements and deadlines
• Coordinate and conduct hearing preparation calls with clients as needed
• Submit telephone hearing contact information and related documentation within required deadlines
• Review and process hearing decisions and determine appropriate next steps
• Prepare and file Board of Review, Commission, or equivalent appeals within required deadlines
• Coordinate hearing representation through approved T&C vendor and representative networks when needed
• Utilize hearing management queues and internal systems to prioritize and manage workload
• Document all hearing activity, communications, and outcomes within the T&C Claims Management System
• Respond to client inquiries in accordance with established service standards
• Answer incoming calls and provide assistance, guidance, or issue resolution as appropriate
• Maintain professional and courteous relationships with internal and external clients
• Support continuous process improvement initiatives and departmental objectives
• Assist with special projects and perform other duties as assigned

Required Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred
• 2+ years of unemployment insurance, claims administration, hearings, appeals, or related experience required
• Equivalent combination of education and relevant experience may be considered
• Working knowledge of unemployment insurance laws, regulations, claims administration, and hearing procedures
• Ability to interpret and apply state-specific unemployment laws, regulations, and appeal requirements
• Proficiency in Microsoft Office applications
• Experience utilizing case management, claims management, or related business systems

Special Considerations and Prerequisites

• Ability to exercise discretion and maintain the confidentiality of sensitive company, client, employee, and business information
• Ability to maintain professional and collaborative working relationships with clients, customers, colleagues, leadership, state agencies, and external partners
• Strong organizational, analytical, and time management skills with exceptional attention to detail
• Ability to effectively manage multiple priorities and meet established deadlines in a fast-paced environment
• Strong written and verbal communication skills
• Ability to work independently with limited supervision while exercising sound judgment and initiative
• Professional demeanor with a customer-focused approach to client service
• Ability to adapt to changing priorities, regulations, processes, and business needs
• Demonstrated reliability, accountability, and responsiveness in fulfilling assigned responsibilities
• Must be able to perform the essential functions of the position with or without reasonable accommodation