03/30/2012 06590

UC CLAIMS INTERMITTENT INTAKE INTERVIEWER

DEFINITION: This is intermittent client service work in interviewing and processing claims for various unemployment compensation benefits programs in an Unemployment Compensation Service Center.

An employee in this job is responsible for interviewing claimants by telephone to obtain claims information, establishing a claim by entering claimant information into an automated system, and verifying eligibility in the review of claims. Work involves interviewing claimants and employers to gather information; independently determining claim eligibility that includes processing claims adjustments and overpayments resulting from earnings, holiday and vacation pay; processing and paying claims within established timeframes; and performing related clerical duties. Work is performed in a call center environment and is closely regulated by laws, policies, procedures, and instructions from a UC Claims Supervisor. Work may involve providing training and guidance to new employees and reviewing work for adherence to established standards. Work is reviewed by an administrative supervisor through conferences, meetings, observations, and an evaluation of completed work for timeliness, and is subject to audits by state and federal auditors.

EXAMPLES OF WORK: Interviews claimants by telephone to obtain information to build or modify a claim.

Enters claimant data into a personal computer.

Determines eligibility for initial, continued, supplemental, extended, and other benefits.

Maintains pertinent claim information on personal computers and official forms and records.

Prepares forms to employers to verify the eligibility of claimants.

Processes cases involving the settlement of routine claims adjustments and overpayments.

Performs related duties as required.

REQUIRED KNOWLEDGES, SKILLS, AND ABILITIES: Knowledge of office practices, procedures, and equipment.

Knowledge of desktop computer software, such as word processing and email.

Knowledge of telephone interviewing techniques to gather facts and data.

Knowledge of mathematics, such as addition, subtraction, multiplication and division using whole numbers, dollars amounts, and percentages.

Ability to read and interpret written material.

Ability to communicate effectively orally.

Ability to communicate effectively in writing.

Ability to establish and maintain effective working relationships.

MINIMUM EXPERIENCE AND TRAINING: Two years of experience in general office work, including one year involving interviewing the public;

                                                                                                                                                         or

An associate’s degree;

                                                                                                                                                         or

An equivalent combination of experience and training that includes one year of general office work involving interviewing the public.