JOB TITLE: UNEMPLOYMENT COMPENSATION CLAIMS INTAKE INTERVIEWER

JOB CODE: 06600

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 technical work in processing requests for unemployment compensation and identifying eligibility for UC benefits in an Unemployment Compensation Service Center.

An employee in this job obtains, verifies, and interprets information from claimants and employers to establish and process a UC claim. Work involves interviewing claimants and employers to gather, analyze, and interpret the information needed to identify applicable state and federal UC programs and to verify benefit eligibility within UC law. Work also involves identifying wage types, verifying wages to establish monetary eligibility, processing claim adjustments and overpayments, and disbursing funds for eligible claims within established timeframes. Work includes identifying fraud and identity theft and assisting claimants with completing fraud reports. Work may involve providing training and guidance to new employees. Work is reviewed by an Unemployment Compensation Claims Supervisor through conferences, meetings, observation, and the evaluation of completed work 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.)

• Interviews claimants and employers via telephone or email to obtain information to determine program and wage types to build or modify a claim.

• Verifies eligibility for initial, continued, supplemental, extended, and other UC benefits.

• Determines wage and credit week usability and adds appropriate wages and credit weeks to a claim as required.

• Identifies pending payments and evaluates if they are eligible to be released for payment.

• Participates in the settlement of routine adjustments and overpayments including holiday and vacation pay, Code 7 and 6X eligibility, and Trade Act eligibility.

• Resolves claims identified as having discrepancies.

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

• Responds to questions and assists claimants with reporting UC identity fraud.

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

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

• Provides guidance to new employees on claim issues.

• 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 analyze and interpret written information.

• Ability to analyze 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)

• Successful completion of the Unemployment Compensation Intake Interviewer Trainee (commonwealth title) program;

or

• Three years of customer service or office support experience which includes two years of experience resolving customer impact issues;

or

• Any equivalent combination of experience or training which includes two years of experience resolving customer impact issues.