Bilingual Unemployment Compensation Claims Intake Interviewer (Spanish-English) - Erie

About the role

The Position: As a Bilingual Unemployment Compensation Claims Intake Interviewer with the Office of Unemployment Compensation Service Centers in Erie, you become a trusted resource for individuals navigating a challenging moment in their lives in both Spanish and English. This role assists customers who file claims for unemployment compensation by telephone, mail, or via the Internet. The work you do strengthens your community and provides a sense of purpose.

Description of Work

• Interview Claimants: Answer telephone calls in both Spanish and English to collect data for initial, continued, or additional claims for unemployment benefits; type accurately while speaking and listening effectively
• Process Data: Use computer programs to enter information, update records, and identify factors that affect eligibility; issue payments to eligible claimants
• Advise Claimants: In both Spanish and English, explain claimant rights and responsibilities under PA UC Law
• Identify Issues: Review monetary and nonmonetary factors and refer claims to the appropriate unit for additional processing as needed
• Communicate Effectively: Reach out to claimants, employers, and other service center staff via telephone, fax, email, and postal mail in both Spanish and English to clarify information and support timely processing
• Examine Documentation: Examine forms and confirm required information is provided; prepare and send appropriate follow-up materials

Work Schedule and Additional Information

Full-time employment
Work hours are generally 8:00 AM to 4:00 PM, Monday - Friday, with 30-minute lunch. Work hours may vary based on operational needs.
Telework: You may have the opportunity to work from home (telework) part-time, upon successful completion of the required probationary period. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Erie. The ability to telework is subject to change at any time.

Salary

In some cases, the starting salary may be non-negotiable. You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

Required Experience, Training & Eligibility

Minimum Experience and Training Requirements: Successful completion of the Unemployment Compensation Intake Interviewer Trainee (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration) 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. Other Requirements: This position requires the selected candidate to be able to read, write, and speak in Spanish. You may be contacted for a Spanish speaking proficiency evaluation conducted by the Bureau of Talent Acquisition, PA Office of Administration. If contacted, you must pass the speaking evaluation in order to be deemed eligible for this position. Your proficiency in reading and writing in Spanish must be demonstrated during the probationary period to achieve regular status in the position. You must meet the PA residency requirement. For more information on ways to meet PA residency requirements, follow the link and click on Residency. You must be able to perform essential job functions. Legal Requirements: This position will have access to Federal Tax Information (FTI) and is subject to the provisions of IRS Publication 1075 (Pub 1075) which requires you to pass an enhanced background check prior to beginning employment. Under Pub 1075, acceptance of a conditional offer of employment will require submission to and approval of satisfactory criminal history reports, including but not limited to: a fingerprint-based federal records check; a PA State Police clearance; a check of local law enforcement agencies where you have lived, worked, and/or attended school within the last five (5) years; and a citizenship/residency verification.

How to Apply

Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education). If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable. Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted. Failure to comply with the above application requirements may eliminate you from consideration for this position.

Exam Information

Completing the application, including all supplemental questions, serves as your exam for this position. No additional exam is required at a test center (also referred to as a written exam). Your score is based on the detailed information you provide on your application and in response to the supplemental questions. Your score is valid for this specific posting only. You must provide complete and accurate information or: your score may be lower than deserved. You may be disqualified. You may only apply/test once for this posting. Your results will be provided via email.