Unemployment Claims Intake Interviewer - Erie

Overview

THE POSITION As an 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. 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.

Interested in learning more? Additional details regarding this position can be found in the position description.

• Interview Claimants:
  Answer telephone calls 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:
  Explain claimant rights and responsibilities under PA UC Law.
• Identify Issues:
  Review monetary and non-monetary factors and refer claims to the appropriate unit for processing as needed.
• Communicate Effectively:
  Reach out to claimants, employers, and other service center staff via telephone, fax, email, and postal mail to clarify information and support timely processing.
• Review Documentation:
  Examine forms and confirm required information is provided; prepare and send appropriate follow-up materials.

• Full-time employment
• Work hours are generally 8:00 AM to 4:00 PM, Monday - Friday, with a 30-minute lunch. Work hours may vary based on operational needs.
• Telework:
  The opportunity to work from home part-time may be available upon successful completion of the required probationary period. Telework requires a securely configured high-speed internet connection and an approved location inside Pennsylvania. If unable to telework, you may report to the Erie headquarters.
• Salary:
  In some cases, starting salary may be non-negotiable.
• Your application status and notices will be communicated via email. Check your email, including spam/junk folders.

• Successful completion of the Unemployment Compensation Intake Interviewer Trainee program (Commonwealth title or equivalent Federal Government title, as determined by the Office of Administration); or
• Three years of customer service or office support experience including two years resolving customer impact issues; or
• Any equivalent combination of experience or training including two years resolving customer impact issues.

• You must meet the PA residency requirement. For more information, follow the Residency guidance.
• You must be able to perform essential job functions.

• This position will have access to Federal Tax Information (FTI) and is subject to IRS Publication 1075 (Pub 1075), which requires passing an enhanced background check prior to employment. Acceptance of a conditional offer requires satisfactory criminal history reports, including fingerprint-based federal checks, PA State Police clearance, checks of local law enforcement where you have lived/worked/schooled in the last five years, and citizenship/residency verification.

• Resumes, cover letters, and similar documents will not be reviewed; information to support eligibility must be provided on the application (relevant experience/education).
• If education is claimed, attach college transcripts for the claim to be accepted toward minimum requirements (unofficial transcripts acceptable).
• Submit your application by the posting closing date. Late applications will not be accepted.
• Failure to comply with application requirements may eliminate you from consideration.
• All application materials and responses must reflect the applicant’s own experience and qualifications. Generative AI tools may be used for preparation purposes only. AI cannot be used to misrepresent or falsify information or during interviews.

• Pennsylvania law provides employment preference for qualified veterans. Visit the PA employment page for more information.