JOB TITLE: UNEMPLOYMENT COMPENSATION CLAIMS INTAKE INTERVIEWER TRAINEE

JOB CODE: 06595

SERIES NATURE OF WORK: The Unemployment Compensation Claims job series describes work in a call center environment processing and determining unemployment compensation eligibility under the Pennsylvania Unemployment Compensation (UC) Law.

DEFINITION: This is a structured trainee program in processing requests for unemployment compensation benefits in an Unemployment Compensation Service Center.

An employee in this job receives structured and on-the-job training designed to develop knowledge and skill in UC claims processing and resolution. Work is focused on developing technical skills in obtaining, verifying, and interpreting information from claimants and employers to establish and process a UC claim and make financial eligibility determinations. Assignments are designed to develop proficiency in interpreting UC program details, identifying wage types, verifying wages, applying customer service principles, and interpreting and applying UC law. Assignments are initially limited in scope but increase in complexity and independence as technical proficiency is acquired. Work is reviewed in progress and upon completion by an Unemployment Compensation Claims Supervisor for technical proficiency and for adherence to established laws, regulations, policies, procedures, and standards

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.)

• Participates in a structured, on-the-job training program to develop proficiency in obtaining information to build or modify a claim or initiate a fraud or identity theft investigation.

• Responds to questions and assists claimants and employers regarding state and federal UC laws, regulations, policies, and procedures.

• Responds to questions and assists the public as it pertains to fraud and identity theft identification and resolution.

• Assists in determining eligibility for initial, continued, supplemental, extended, and other UC benefits.

• Assists in identifying which program types apply to a claim.

• Assists in determining wage and credit week useability, adding appropriate wages and credit weeks to a claim, and identifying pending payments.

• Observes court proceedings involving the settlement of routine adjustments and overpayments including holiday and vacation pay, Code 7 and 6X eligibility, and Trade Act eligibility.

• Observes the resolution of claims identified as having discrepancies.

• Verifies mathematical calculations of balances, penalties, overpayments, and underpayments.

• Prepares data collection forms used for eligibility purposes for employers and claimants.

• Performs related work as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of interviewing techniques.

• Knowledge of standard office practices and procedures.

• Knowledge of the use and functionality of Microsoft Office Suite software.

• Ability to perform mathematical calculations.

• Ability to read and interpret written information.

• Ability to read and interpret numerical data.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

• Ability to establish and maintain effective working relationships.

MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities)

• Two years of customer service or office support experience which includes one year of experience resolving customer impact issues;

or

• An equivalent combination of experience or training which includes one year of experience resolving customer impact issues.