Bilingual Unemployment Claims Intake Interviewer; Spanish-English - Scranton

DESCRIPTION OF WORK

As a Bilingual Unemployment Compensation Intake Interviewer at the Scranton Unemployment Compensation Service Center (UCSC), you will support Spanish‑speaking claimants and help them navigate the process of filing for benefits. Your efforts will ensure that people receive accurate information when they need it most.

• Interview Claimants
  :
  Conduct telephone interviews to gather information for initial, continued, or additional unemployment claims.
• Process Claims
  :
  Operate computer programs to enter data, update records, build claims, and identify issues that may affect eligibility.
• Explain Rights
  :
  Advise claimants of their rights and responsibilities under Pennsylvania Unemployment Compensation Law.
• Verify Information
  :
  Review forms and contact claimants, employers, or service centers to clarify data and ensure complete claim documentation.
• Review Eligibility
  :
  Identify monetary and non‑monetary issues, make necessary adjustments, and refer claims to appropriate units for further action.
• Maintain Records
  :
  Prepare, update, and organize claim information in computerized systems and agency forms.

• Full‑time employment.
• Work hours are generally 8:00 AM to 4:00 PM, Monday–Friday, with a 30‑minute lunch. Hours may vary based on operational needs.
• Telework:
  Part‑time opportunity to telework after successful completion of the required probationary period. Requires a secured high‑speed internet connection and approved Pennsylvania location. Telework eligibility may change at any time.
• Salary:
  In some cases, the starting salary may be non‑negotiable.

• Minimum Experience and Training:
  • Successful completion of the Unemployment Compensation Intake Interviewer Trainee program (Commonwealth job title or equivalent Federal Government job title).
  • Three years of customer service or office support experience, including two years resolving customer impact issues.
  • Any equivalent combination of experience or training that includes two years of experience resolving customer impact issues.
• Other Requirements:
  • Must be able to read, write, and speak Spanish. A Spanish‑speaking proficiency evaluation may be conducted by the Bureau of Talent Acquisition, PA Office of Administration. Passing the speaking evaluation is required for eligibility.
  • Must meet the PA residency requirement.
  • Must be able to perform essential job functions.

• Position will have access to Federal Tax Information (FTI) and is subject to the provisions of IRS Publication 1075, requiring an enhanced background check prior to employment.

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.

• Pennsylvania law (51 Pa. C.S. § 7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. For more information, visit the Pennsylvania Department of Labor & Industry website.

• Service available for individuals with hearing or speech disabilities (711).