879984 - EMPLOYMENT SECURITY REPRESENTATIVE II - 40034163 1

Requisition No: 879984

Agency: Commerce

Working Title: 879984 - EMPLOYMENT SECURITY REPRESENTATIVE II - 40034163 1

Pay Plan: Career Service

Position Number: 40034163

Salary: $34,435.20 - $36,156.96

Posting Closing Date: 07/24/2026

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JOB TYPE: FULL TIME / CS

POSITION LOCATION: Tallahassee, FL (relocation benefits are not available for this position)

Employment Security Representative II

This position will be used for multiple vacancies.

INTERNAL

www.floridajobs.org/

TO BE CONSIDERED FOR THIS POSITION RESPONSES TO THE QUALIFYING QUESTIONS ARE REQUIRED AND MUST BE VERIFIABLE BASED ON YOUR SUBMITTED APPLICATION.

Your Specific Responsibilities:

The role of this position is to support contact center agents in their efforts to assist customers in addressing issues related to the State of Florida Re-employment Assistance program. This position is responsible for completing the more complex programmatic functions impacting call center operations.

OPERATIONAL: Follow regulations, processes, and operating procedures. Help agents in their efforts to assist claimants in maintaining RA claims including benefit payment requests, fact-finding and answering questions. Reviews claimant concerns to determine the best course of action regarding RA determinations and/or issues. Troubleshoots issues that impact the claimant's ability to access claim information housed in the Re-employment Assistance System (RAS). Resolves referred issues and/or concerns as appropriate. Additionally, incumbent investigates claimant concerns regarding the RA Appeal Process. Handles overflow calls regarding RA claims. Determines best course of action based on claimant's needs. Works in concert with the Benefits Program Supervisor/Analyst-SES on daily assignments and follow-ups. Makes decisions and take appropriate actions regarding adjudication issues and determinations.

Assist in compiling data to develop reports.

Performs other related duties as required.

Required Knowledge, Skills, and Abilities:

• Knowledge of the principles and techniques of effective communication.
• Knowledge of reemployment assistance applicable laws, regulations, policies, and procedures.
• Skilled in using the Microsoft Office Suite.
• Skilled in basic keyboarding.
• Ability to prepare e-mail correspondence relating to the re-employment assistance program.
• Ability to maintain records relating to the re-employment assistance program.
• Ability to communicate effectively.
• Ability to establish and maintain effective relationships with others.
• Ability to solve problems and make decisions.
• Ability to conduct fact-finding regarding re-employment assistance program claim issues.
• Ability to deal with the public in a tactful, courteous, and effective manner.
• Ability to collect, record, and evaluate data.
• Ability to work independently.
• Ability to work independently.
• Ability to plan, organize, and coordinate work assignments.

Qualifications:

As a condition of pre-employment eligibility, a Level 2 security background screening is required, which consists of fingerprinting and a check of local, state, and national law enforcement records.

Minimum:

• Have at least a high school diploma or its equivalent.
• Duties and responsibilities of this position must be performed at the official work site of the Department.
• Travel may be required.

Preferred:

• Have at least 6 months of Reemployment Assistance and/or Workforce Services experience.
• Have at least 1 year of Call/Contact Center experience.
• Recently graduated or current college student.

Pay:

$34,435.20 - $36,156.96 Annually

Our Organization and Mission:

FloridaCommerce works across the state to support Florida's economy, robust and talented workforce, and our local communities. We are dedicated to making a stronger and more resilient Florida, so our businesses, communities, and workforce are better prepared to withstand future economic slowdowns and natural disasters.

In collaboration with our partners, we salute our nation's veterans and are honored to have the opportunity to support them and their family members by encouraging them to apply at FloridaCommerce for positions that fit their skill sets.

FloridaCommerce is an Equal Opportunity Employer/Program. Auxiliary aids and services are available upon request to individuals with disabilities. (TTY/TDD 1-800-955-8771 or the Florida Relay Service - 711.)

Let our mission become yours. To find out more about us, click on the link: http://www.floridajobs.org/

The Work You Will Do:

(As a member of the Reemployment Assistance Contact Center, the Employment Security Representative I will provide quality customer service using a variety of customer service delivery methods through daily interaction on the phone, safeguarding confidential information, and using the Reconnect system to support Reemployment Assistance (RA) claimants and other callers. This includes processing initial or additional claims filed online, assessing claims, reviewing supporting documentation, providing claim status information, and making decisions. The position requires extensive knowledge of RA laws and rules, and the incumbent is responsible for several complex programmatic functions performed within the processes of the RA Program.

The Difference You Will Make:

In this position, you will interact with RA claimants and the general public seeking assistance about RA as it relates to them.

FloridaCommerce is a fast-paced work environment in which critical thinking and prioritizing are a must.

How You Will Grow:

FloridaCommerce encourages its employees to constantly innovate and seek efficiencies. Trainings are made available throughout the year and on request with the Office of Training and Development within the Bureau of Human Resource Management. In accordance with our Vision and Mission, the employee:

• Furthers Florida's economic vision by providing support that enhances the economy and develops, safe, and healthy communities.
• Meets customer/client expectations with an emphasis on responsiveness, quality, quantity, and timeliness of work.
• Provides information clearly, accurately, and succinctly; and exhibits good listening skills.
• Works collaboratively to optimize the effectiveness of FloridaCommerce's available resources and tools.
• Uses knowledge acquired through education, training, or experience to complete tasks.

These expectations are for all our employees, and you will be expected to model these as a leader. We believe in supporting and encouraging you as you take on important and often complex projects while offering you the opportunity to gain valuable experience.

Where You Will Work:

Tallahassee is Florida's Capital City and continues to grow by attracting development and new businesses. Tallahassee is a mid-sized city in the heart of Florida's Big Bend. FloridaCommerce's main office is located in Downtown Tallahassee, the political epicenter that draws in visitors each year to visit the state's Capitol. Each spring, the legislative session opens, and people pour in to see the Florida Legislature perform business and approve the state's annual budget. Being in Tallahassee will guarantee you an experience vibrant with a unique experience, professional growth, entertainment, and culture.

Tallahassee is:

• Known for its beautiful parks, rolling hills and oak trees, canopied roads, hotels, dining, museums, arts, music, and natural resources (https://talgov.com/ )
• Home to major college campuses, Florida State University (FSU), Florida A & M University (FAMU) and Tallahassee Community College (TCC).
• Approximately 22 miles from the nearest beach ( https://choosetallahassee.com/beaches-near-tallahassee/ )
• Within a state having no state income tax for residents of Florida

WORKING FOR THE STATE OF FLORIDA HAS BENEFITS!

• State Group Insurance coverage options+

(health, life, dental, vision, and other supplemental option)

• Retirement plan options, including employer contributions (www.myfrs.com)
• Nine paid holidays and a Personal Holiday each year
• Annual and Sick Leave Benefits
• Student Loan Forgiveness Program (Eligibility required)
• Flexible Spending Accounts
• Tuition Fee Waivers (Accepted by major Florida colleges/universities)
• Ongoing comprehensive training provided
• Career Growth
• Highly skilled, professional environment

For a more complete list of benefits, visit www.mybenefits.myflorida.com.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS' PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans' Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans' Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans' Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.