PROGRAM ELIGIBILITY SPECIALIST I

Position Summary

The Program Eligibility Specialist I position is the first line of contact for Unemployment Insurance (Ul) claimants and employers. This role requires a high level of accountability in delivering correct information and performing the necessary actions required based on service file notes, ensuring compliance with state and federal regulations and agency policies.

Success in this position depends on strong communication skills to effectively engage with staff, claimants, employers, UI Administration, and other UI units - including UI Claims Processing , U l Intake and Support, and UI Correspondence - with a focus on efficiency in protecting the integrity of the trust fund.

This position requires on-site employment with no remote or hybrid options available.

Preferred Qualification

One (1) year experience working with the Unemployment Insurance program and intensive knowledge of UI system and program processes and terminology. Additionally, experience conducting business via telephone and/or email is a must.

• Ability to develop, recommend, interpret, and apply policies and procedures.
• Must have good customer service skills - verbal and written.
• Good communication skills.
• Good research skills.
• Good critical thinking skills.

Job Responsibilities and Expected Results 

1. Answers telephone calls routed to the Reemployment UI Benefits Hotline and assists with claimant or

     employer questions about claims or the UI program. This requires knowledge of Ul processes and

     procedures and critical thinking to complete the claimant/employer requests in order to prevent multiple call

     back. Also requires a good customer service attitude and willingness to assist.

2. Will process UI claims only when they require a backdating or untimely week request.

3. Review the claim service file to determine if any potential issues or items need to be addressed separate from

    the nature of the call. All claims must be reviewed carefully before ending the call.

4. Scan and image any documents received and mail out any documents required or requested by the claimant

    or employer.

5. Responds to inquiries and processes requests from other ADWS UT units including UI

    Claims Processing, UI Intake and Support, UI Correspondence, Automated Adjudication Systems (AAS),

    Benefit Accuracy Measurement (BAM), Contributions, and other units regarding individual claims or issues

    found.

6. May be required to contact claimants as a result of a request from the Governor’s office, Legislature, or

    Reemployment Director and provide a response via email to U I Administration.

7. Preforms other duties as defined and assigned by UI Administration