Veterans Claims Representative

Job Description:

Veterans Claims Representative

Description

CAREER DESCRIPTION

VETERANS CLAIMS REPRESENTATIVE

SALARY INFORMATION
Salary may be negotiable within the range listed above, based on position requirements and successful candidate's qualifications, subject to appropriate authorization.

OPEN TO THE PUBLIC
This recruitment will establish an open eligible list to fill current and future Veterans Claims Representative vacancies within OC Community Resources/OC Community Services. The eligible list established may also be used to fill similar and/or lower-level classifications throughout the County of Orange.

DEADLINE TO APPLY
Qualified applicants are encouraged to apply immediately, as the deadline to apply is
Tuesday, September 09, 2025, at 11:59 PM (PT) .

VETERANS SERVICE OFFICE
TheCounty of Orange, Veterans Service Officeactively pursues the rights of veterans and dependents of the United States Armed Forces to receive the benefits they have earned. Our office works closely with the U.S. and California Department of Veterans Affairs, and community partners to ensure that veterans and their families have access to federal, state and local resources.

THE OPPORTUNITY
The Veterans Claims Representative is a highly specialized, fast-paced role that requires the ability to learn and apply complex federal and state regulations, manage a high caseload, and meet strict filing deadlines. This position is ideal for individuals who are:

• Comfortable working with detailed policies, laws, and claim forms
• Able to work independently while following established procedures
• Emotionally resilient and able to hear difficult stories from veterans without losing focus on required tasks
• Highly organized, with strong follow-through to ensure claims are processed accurately and on time

Primary Duties Include:

• Interview veterans, dependents, and survivors to determine eligibility for benefits and identify all possible entitlements
• Accurately prepare, complete, and submit benefit claims within established timelines (2 business days)
• Apply federal and state veterans’ benefits laws, including Title 38 U.S. Code and VA M21-1 procedures
• Maintain detailed case notes and ensure all documentation is accurate and complete for audit purposes
• Manage a high-volume caseload while balancing in-office appointments, phone calls, and outreach events
• Maintain professionalism and empathy while discussing sensitive subjects such as Post-Traumatic Stress Disorder (PTSD) or Military Sexual Trauma (MST), without allowing these conversations to delay claim processing
• Represent the Veterans Service Office at community events, which may include occasional evenings, weekends, or holiday assignments

The Role:

• Workload: You will regularly meet with multiple clients per day, each with unique and sometimes complex needs. The role demands a high level of productivity and efficiency
• Deadlines: Claims must be filed within specific timelines - missing deadlines can delay or jeopardize benefits for veterans
• Regulatory Focus: Success in this position depends on your ability to quickly learn and apply complex regulations with minimal supervision
• Emotional Impact: Many clients share personal, difficult stories. While compassion is essential, you must also be able to remain task-focused and maintain professional boundaries
• Accountability: Performance is evaluated on claim accuracy, timeliness, and adherence to policies as much as on customer service skills

Incumbents will represent the Veterans Service Office at various community events and alternate work locations, which may include working occasional weekends/holidays. The incumbent will work primarily in an office environment but may be required to attend community sites/outstations for meetings or special events.

DESIRABLE QUALIFICATIONS & CORE COMPETENCIES
The ideal candidate will possess a minimum of one (1) year of experience assisting with completing and submitting claim requests and determining eligibility for public benefits programs (e.g., veterans’ benefits, medical insurance benefits, unemployment benefits, disability benefits, and/or Social Security benefits), OR one (1) year of experience providing resources or benefits information directly to Veterans or military personnel and families.

In addition, the ideal candidate will demonstrate knowledge and/or related experience in the following core competencies:

Technical Skills & Experience

• Ability to understand and apply complex federal and state regulations
• Ability to conduct assessments and provides counseling to obtain clear and concise case histories, with emphasis on military service information, to support claims for benefits
• Ability to independently manage a caseload of veterans’ claims, developing and implementing appropriate strategies to ensure timely and accurate resolution
• Ability to prepare reports for the Veterans Service Office detailing the number of clients served, the number and types of claims submitted, and the benefits recovered as awarded by the USDVA
• Highly organized, with the ability to manage a large number of cases simultaneously

Communication Skills

• Empathy and respect for veterans and their families, while maintaining productivity standards.
• Ability to handle emotional conversations without becoming emotionally overwhelmed or delaying required work.
• Strong written and verbal communication skills to explain benefits clearly and concisely.
• Serves as a resource for the community, county agencies, county partnerships and veterans who are aging, disabled, or dependents by resolving problems with existing benefits and conveying information clearly and effectively

Self-Management & Initiative

• Works well independently while following established procedures
• Proactively seeks clarification when needed and applies feedback immediately
• Demonstrates persistence and attention to detail in processing claims
• Punctuality and consistent attendance are critical in this role, as missed appointments or delays can directly impact a veteran’s ability to receive timely benefits
• Proactively identifies and addresses barriers to veterans’ benefit access, taking independent action to ensure timely claim resolution and maximize benefits awarded

MINIMUM QUALIFICATIONS
Click here for the complete classification description for Veterans Claims Representative including the physical, mental, environmental, and working conditions.

SPECIAL REQUIREMENTS

• Within one (1) year of appointment, incumbents must receive and maintain the United States Department of Veterans Affairs (USDVA) accreditation by passing the California Department of Veterans Affairs Accreditation Class
• Incumbents must pass the reference and background check process
• Incumbents must also be able to obtain and maintain their accreditations and all access to VetProWeb Case Management System and Veterans Benefits Management (VBMS) System or equivalent, during employment in this position

RECRUITMENT PROCESS
Application Screening | (Refer/Non-Refer)
Applications and supplemental responses will be screened for qualifications that are highly desirable and most needed to successfully perform the duties of this job. Only those applicants that meet the qualifications as listed in the job bulletin will be referred to the next step.

Multiple Choice Online Exam | (Weighted 100%)
An online exam consisting of job-related questions will be administered. Candidates who pass this test will be placed on the eligible list.

Based on the Department's needs, the selection procedures listed above may be modified. Candidates will be notified of any changes in the selection procedures.

Eligible List
Once the assessment has been completed, HRS will establish an eligible list of candidates. Candidates placed on the eligible list may be referred to a selection interview to be considered for current and future vacancies.

Veterans Employment Preference
The County is committed to providing a mechanism to give preferential consideration in the employment process to veterans and their eligible spouses and will provide eligible participants the opportunity to receive interviews in the selection process for employment and paid internship openings. Please click here to review the policy.

ADDITIONAL INFORMATION

EMAIL NOTIFICATION
Email is the primary form of notification during the recruitment process. Please ensure your correct email address is included in our application and use only one email account.

NOTE: User accounts are established for one person only and should not be shared with another person. Multiple applications with multiple users may jeopardize your status in the recruitment process for any positions for which you apply.

Candidates will be notified regarding their status as the recruitment proceeds via email through the GovernmentJobs.com site. Please check your email folders, including spam/junk folders, and/or accept emails ending with "governmentjobs.com" and "ocgov.com." If your email address should change, please update your profile at www.governmentjobs.com.

FREQUENTLY ASKED QUESTIONS Click here for additional Frequently Asked Questions.

For specific information pertaining to this recruitment, contact Jenny Kim at 714-480-2861 or by email at Jenny.Kim@occr.ocgov.com.

EEO INFORMATION

Orange County, as an equal employment opportunity employer, encourages applicants from diverse backgrounds to apply.

Non-Management Benefits
In addition to the County's standard suite of benefits, such as a variety of health plan options, annual leave and paid holidays--we also offer an excellent array of benefits such as a Health Care Reimbursement Account, 457 Defined Contribution Plan and Annual Education and Professional Reimbursement. Employees are provided a Retirement Plan through the Orange County Employees Retirement System (OCERS).

Please go to the following link to find out more about Defined Benefit Pensions and OCERS Plan Types/Benefits.
http://www.ocers.org/active-member-information

Click here for information about benefits offered to County of Orange employees.

Closing Date/Time: 9/9/2025 11:59 PM Pacific

Salary:

$58,115.20 - $78,291.20 Annually