UNEMPLOYMENT SPECIALIST 2 - 10132026-81801

Job Information

State of Tennessee Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF LABOR & WORKFORCE DEVELOPMENT, DAVIDSON COUNTY

This position is located in the Employer Accounts Unit of the Unemployment Insurance Division.

For more information, visit the link below:
https://www.tn.gov/workforce/careers.html

Qualifications

Education and Experience: Education equivalent to graduation from a standard high school and experience equivalent to two years of full-time clerical work including at least one year of full-time work in unemployment benefits, insurance or accounting.

Substitution of Education for Experience: Qualifying course work from an accredited college or university may substitute for the required non-specialized experience on a year-for-year basis to a maximum of one year; additional course work from an accredited college or university equivalent to 9 quarter hours of accounting or bookkeeping may be substituted for the specialized experience up to one year.

Substitution of Experience for Education: Additional qualifying full-time clerical experience may substitute for the required education, on a year-for-year basis, to a maximum of four years.

Overview

Under general supervision, is responsible for specialized clerical work of average difficulty and lead work of routine difficulty in the Unemployment Insurance Division; and performs related work as required. This is the minor supervisory class in the Unemp Specialist sub-series. An employee in this class may supervise. Work requires technical knowledge in the application of unemployment insurance laws and regulations. Incumbents may perform work involving no supervision when work involves handling difficult and complex unemployment insurance issues.

Responsibilities

• Assist in the processing of unemployment insurance transactions involving both employers and claimants, including but not limited to, garnishments, liens, account balances, benefit history, overpayments and appeals process.
• May be responsible for scanning Unemployment Insurance documents into various electronic storage systems.
• Examines various types of correspondence/documents concerning unemployment operations and reviews for completeness of accuracy.
• Routes incomplete documents back to originators.
• Uses relevant information and individual judgement to determine whether events or processes comply with unemployment insurance laws, regulations or standards; may analyze information and evaluate results to choose the best solution and solve problems.
• Answers questions by phone and written/electronic correspondence from claimants, employers and their representatives regarding a variety of unemployment insurance issues, including but not limited to garnishments, liens, account balances, benefit history, overpayments and appeals processes.
• Provides customer service to the public regarding unemployment insurance.
• Selects appropriate mail recipient based on unemployment issues addressed.
• Initiates correction request in restricted access systems.
• Other duties as required.

Competencies (KSA's)

Competencies:

• Decision Quality
• Communicates Effectively
• Instills Trust
• Customer Focus
• Plans and Aligns

Knowledges:

• Customer and Personal Service
• Mathematics
• Clerical

Skills:

• Active Listening
• Critical Thinking
• Mathematics
• Service Orientation
• Writing

Abilities:

• Oral Expression
• Oral Comprehension
• Written Comprehension
• Problem Sensitivity
• Deductive Reasoning

Tools & Equipment

• Personal Computer
• Telephone/Webex
• Copier/Scanner/Printer
• Calculator