What are the responsibilities and job description for the Bilingual Unemployment Compensation Claims Intake Interviewer (SpanishEnglish) Erie position at Commonwealth of PA?
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. Do not miss out on this opportunity to help your fellow Pennsylvanians in their time of need—apply today!
DESCRIPTION OF WORK
The Unemployment Compensation (UC) team assists customers with filing claims for unemployment compensation and answering questions about UC benefits and processes in both Spanish and English. With our team, you will gather and analyze pertinent data to help establish valid claims for UC benefits in accordance with the PA UC Law. As a Bilingual Unemployment Compensation Claims Intake Interviewer, you will perform the following duties:
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
- Review Documentation: Examine forms and confirm required information is provided; prepare and send appropriate follow-up materials
Interested in learning more? Additional details regarding this position can be found in the position description.
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. Additional details may be provided during the interview.
- 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
QUALIFICATIONS
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.
- All application materials and interview responses must reflect the applicant’s own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.
Veterans:
- Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.
Telecommunications Relay Service (TRS):
- 711 (hearing and speech disabilities or other individuals).
If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.
The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.
EXAMINATION 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.
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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.
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See the total value of your benefits package by exploring our benefits calculator.
Health & Wellness
We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*
Compensation & Financial Planning
We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.
Work/Life Balance
We know there’s more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.*
Values and Culture
We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.
Employee Perks
Sometimes, it is the little “extras” that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.
For more information on all of these Total Rewards benefits, please visit www.employment.pa.gov and click on the benefits box.
- Eligibility rules apply.