Claims Processing Supervisor Lead a public-service team that helps Montana workers and employers get timely, accurate unemployment insurance help when they need it most. As Claims Processing Supervisor, you will help make sure the unemployment insurance program is run fairly, consistently, and in line with state and federal requirements. That program is an economic safety net for communities across Montana. You will develop a skilled team, improve how the work gets done, and grow as a leader in a mission-focused setting that values continuous improvement.
MISSION STATEMENT:
Empowering all Montanans through work and opportunity. It's about the people and the impact we make in our communities every day. We are proud of our open, team-based, supportive, and collaborative work environments. Learn more about DLI here.
POSITION OVERVIEW:
The Claims Processing Unit handles core unemployment insurance work for Montana workers and employers, including call-center operations, adjudication, appeals, charging, and monetary determinations. This position leads and directly supervises unit staff and makes sure work is accurate, timely, and compliant with state and federal laws, rules, policies, and performance standards. The supervisor tracks workload, quality, productivity, and customer service. They also hire, train, coach, and evaluate staff, and resolve operational and technology issues. By finding and putting in place practical process improvements, this role supports the division's goals for service quality, program integrity, and responsive public service.
WHAT'S IN IT FOR YOU:
Lead with real impact: Guide a team whose work directly supports Montanans during job loss and economic uncertainty.
Build broad program expertise: Gain hands-on experience across the full claims lifecycle, from monetary determinations through adjudication, appeals, and charging.
Strengthen leadership skills: Develop staff, manage performance, and build a positive, accountable team culture.
Drive improvement: Use data, customer feedback, and staff input to shape better processes and service outcomes.
Grow operational know-how: Build expertise in call-center management, claims systems, and federal performance standards.
ESSENTIAL FUNCTIONS:
Lead and supervise staff: Leads and supervises Claims Processing Unit staff who perform call-center, adjudication, appeals, charging, monetary, and related unemployment insurance functions.
Manage workload and performance: Tracks workload, workflow, production, quality, timeliness, and customer-service results so that unit goals and service standards are met.
Apply laws and policy consistently: Interprets and applies unemployment insurance laws, rules, regulations, policies, and procedures. Explains requirements clearly to staff, claimants, employers, attorneys, and other stakeholders.
Hire and develop employees: Hires, trains, coaches, and evaluates employees. Gives performance feedback and handles employee-relations matters in line with collective-bargaining agreements and agency policy.
Ensure quality and compliance: Reviews completed work for accuracy, timeliness, and compliance. Sets up internal monitoring methods to measure how well the program is working.
Improve business processes: Analyzes program data, customer feedback, and staff input to find workflow issues, recommend solutions, and put sound process changes in place.
Manage call-center operations: Tracks call-center performance and automated call-distribution systems. Adjusts operations to meet service levels and respond to changing call volumes.
Resolve systems and technology issues: Serves as a technical resource for claims-processing systems and internal databases. Troubleshoots problems and coordinates solutions to keep service running without interruption.
REQUIRED SKILLS AND COMPETENCIES:
Leadership and People Management: Lead and develop staff through hiring, coaching, performance evaluation, and employee relations, and build a team culture of accountability, collaboration, and professional growth.
Unemployment Insurance Program Knowledge: Understand and apply unemployment insurance laws, rules, policies, claims-processing procedures, and the federal performance standards that apply.
Regulatory Analysis and Application: Interpret complex statutes, regulations, case law, and policy, and apply them consistently and accurately.
Workload and Performance Management: Plan, track, and adjust workflow to meet production, quality, timeliness, and customer-service goals.
Clear and Professional Communication: Explain complex requirements clearly and concisely, in writing and in person, to staff, claimants, employers, attorneys, and other stakeholders.
Training and Staff Development: Research training needs, develop lesson plans, and deliver instruction that builds staff skills and confidence.
Problem Solving and Continuous Improvement: Use sound judgment and data to diagnose operational issues and put practical process improvements in place.
Technology Proficiency: Use claims-processing systems, internal databases, automated call-distribution tools, and standard office software, and quickly learn new technology.
MINIMUM QUALIFICATIONS:
(Education and Experience): Demonstrated experience leading or supervising teams in a setting where accuracy, timeliness, customer service, and compliance with laws, rules, or policies are central responsibilities. Experience interpreting and applying laws, regulations, policies, or procedures to complex cases, ideally in unemployment insurance, benefits administration, or a similar regulatory program. Experience tracking workload and performance data and using it to improve workflow, quality, and service results. Experience training, coaching, or developing staff, including giving feedback and handling performance or employee-relations matters. Strong written and verbal communication skills, with experience explaining complex requirements to diverse audiences and handling confidential information with sound judgment. Proficiency with Microsoft Outlook and office software, and the ability to learn and use claims-processing systems, databases, and call-center technology. A degree in public administration, business administration, human resources, or a related field may supplement relevant professional experience, but it does not replace demonstrated skills and competencies in the areas listed above. Equivalent combinations of education and directly related experience will be considered. HOW TO APPLY FOR THIS OPPORTUNITY: A complete state application is not required; however, you will need to initiate the application and attach the resume, cover letter or other required documents at time of application to be considered for this position. Resume will auto fill the application, but the application will not be scored or reviewed. Failure to attach the cover letter and resume will result in your application being considered incomplete and will not be considered further. Materials submitted but not requested will not be considered in the selection process. Tip: When attaching your resume, cover letter or other required documents you must mark the attachments as "RELEVANT" or we will be unable to view your documents. Required application materials: Cover Letter - Your Cover Letter should explain how your experience and education meet the identified required skills and competencies, with examples that demonstrate your qualifications. Resume - include all work experience you have held that would help you qualify for this position, including duties, dates of employment. Only online applications will be accepted. By applying online, you can receive updates and monitor the status of your application. All documents for Veteran or Disability preference must be received or date stamped by the closing date. You will receive an application confirmation email with instructions on acceptable preference documents and how to submit such documents. If you need an accommodation with the application process, please contact the HR office.
BENEFITS:
Being able to enjoy the quality of life in the beautiful state of Montana is one of the benefits you will love about this opportunity! Our mountains, waterways and open spaces provide not only beautiful scenery but year-round recreational opportunities including hiking, camping, biking, fishing, boating, hunting, skiing and snowmobiling. Montana boasts a high-quality education system and a variety of entertainment including fairs, rodeos, and theaters. Read more about our great state here. See our other incredible benefits here. These are some of our benefits just to name a few: Work/life balance with hybrid schedules or partial telework may be available within the state of Montana.38 paid days off a year including vacation, sick leave and holidays. Military leave: You'll get up to 15 days of military leave with full pay. Longevity raises with continuous service, as well as any negotiated market increases and state statutory raises. Health, dental, vision, life insurance coverage, flexible spending accounts, EAP.Free telehealth and access to free employee medical clinics through our medical plan. Choice between two retirement plans with an employer contribution between 8.73% - 9.07% of your annual salary. A third optional 457(b) deferred compensation plan is also available. Public Service Loan Forgiveness- Employment with the State of Montana may qualify you to receive loan forgiveness! Career progression, training opportunities and room for professional growth. State employee discounts at various businesses across the state.
