The Unemployment Compensation Intake Interviewer with the Department of Labor & Industry, Scranton UC Service Center, plays an important role in helping people move forward during challenging times. This position gives you the chance to guide claimants through the first steps of receiving support. Your work helps ensure that individuals can navigate the process with confidence and clarity. Join a team that values accuracy, service, and meaningful impact.
This position focuses on helping claimants begin the process of applying for unemployment benefits by gathering key information and guiding them through required steps. The role requires steady attention to detail, clear communication, and the ability to manage information from multiple sources. As an Unemployment Compensation Intake Interviewer, you will perform the following duties:
- Interview Claimants: Conduct telephone interviews to collect information for initial, continued, or additional unemployment claims
- Process Claim Data: Operate computer programs to enter data, review records, and identify issues that may affect eligibility
- Explain Requirements: Advise claimants about their rights and responsibilities under Pennsylvania unemployment law
- Identify Eligibility Issues: Review monetary and nonmonetary factors that may affect a claim and refer cases to the appropriate unit
- Review and Prepare Forms: Examine submitted documents for needed information and prepare forms to request or confirm wage and separation details
- Communicate for Clarification: Contact claimants, employers, or service centers to resolve questions and move claims toward completion
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 Scranton. 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.
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); 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:
- 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.
- 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.
- 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.