Bilingual Unemployment Compensation Claims Intake Interviewer - Montgomery County
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Bilingual Unemployment Compensation Claims Intake Interviewer - Montgomery County
Salary
$45,907.00 - $69,203.00 Annually
Location
Montgomery County, PA
Job Type
Civil Service Permanent Full-Time
Job Number
CSSC-2026-44223-06600
Department
Department of Labor & Industry
Division
LI UC Cnnct Sectn
Opening Date
03/06/2026
Closing Date
3/19/2026 11:59 PM Eastern
Job Code
06600
Position Number
00298073
Union
SEIU Local 668
Bargaining Unit
F1
Pay Group
ST05
Bureau / Division Code
00125707
Bureau / Division
Unemployment Compensation Connect Section
Worksite Address
PA CareerLink® Montgomery County
Worksite Address
1430 Dekalb Street
City
Norristown, Pennsylvania
Zip Code
19401
Contact Name
Karthika Pillai
Contact Email
Kpillai@pa.gov
Description
Benefits
Questions
THE POSITION
Are you interested in providing superior customer service to claimants who have lost a job through no fault of their own? If so, consider starting a new chapter in your career at the Pennsylvania CareerLink® in Montgomery County as a Bilingual Unemployment Compensation Claims Intake Interviewer. This position gives you the opportunity to become an essential part of a team that provides Pennsylvanians with efficient, timely customer service they deserve by assisting customers who file claims for unemployment compensation. If you are a bilingual Spanish-English professional who excels at effectively communicating with diverse communities, we highly encourage you to join our team and contribute to inclusive, high-quality service delivery!
DESCRIPTION OF WORK
As a Bilingual Unemployment Compensation Claims Intake Interviewer, you will be responsible for gathering information and pertinent data from claimants and employers to establish valid claims for unemployment compensation benefits in accordance with the PA UC Law. Work involves entering and retrieving data, modifying records, processing claims, as well as identifying issues that may affect the eligibility of claimants for benefits. Effective communication is key as you will be contacting claimants, employers, other service centers, or agent offices to obtain clarification of claims data to expedite processing of claims. You will also have the opportunity to mentor new employees by sitting with newly appointed staff to observe calls with claimants and processes. Additional responsibilities include:
Advising claimants of their rights and responsibilities
Conducting fact-findings to identify issues that may affect claimants eligibility
Preparing and mailing forms to verify wage and separation information
Maintaining up-to-date records of claimant information
Participating in the settlement of routine adjustments and overpayments
Apply now to support individuals during critical times by using your bilingual skills to ensure understanding and accuracy in every interaction!
Interested in learning more? Additional details regarding this position can be found in the position description. (https://careers.employment.pa.gov/pd/PD_NEOGOV.asp?p=50630571)
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 schedule may vary based on operational needs.
Travel may be required, travel expenses will be reimbursed.
May work in other UC Connect CareerLink® locations as needed.
Will be required to travel to Harrisburg as needed.
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 Montgomery County. 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.
Note: Employees who pass the Spanish proficiency exam may be able to receive an incentive of up to $1.00 per hour for using their bilingual skills, following the employee's probationary period.
REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY
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) program; 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:
This position requires the selected candidate to be able to read, write, and speak in Spanish. You may be contacted for a Spanish speaking proficiency evaluation conducted by the Bureau of Talent Acquisition, PA Office of Administration. If contacted, you must pass the speaking evaluation in order to be deemed eligible for this position. Your proficiency in reading and writing in Spanish must be demonstrated during the probationary period to achieve regular status in the position.
You must meet the PA residency requirement (https://www.employment.pa.gov/Additional%20Info/Pages/default.aspx) . For more information on ways to meet PA residency requirements, follow the link (https://www.employment.pa.gov/Additional%20Info/Pages/default.aspx) 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 willnot 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.
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.
EXAMINATION INFORMATION
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/testonce for this posting.
Your results will be provided via email.
Learn more about our Total Rewards by watching this shortvideo (https://www.youtube.com/embed/HtcSRnndflc?rel=0) !
See the total value of your benefits package by exploring ourbenefits calculator.
Health & Wellness
We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*
Compensation & Financial Planning
We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.
Work/Life Balance
We know there's more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.*
Values and Culture
We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.
Employee Perks
Sometimes, it is the little "extras" that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.
For more information on all of these Total Rewards benefits, please visitwww.employment.pa.gov and click on the benefits box.
*Eligibility rules apply.
01
Selective Certification: This position requires the selected candidate(s) to be able to speak Spanish. In order to be deemed eligible for this position, you must be able to pass a Spanish speaking proficiency evaluation conducted by the Bureau of Talent Acquisition, PA Office of Administration. By selecting yes, this confirms that the Bureau of Talent Acquisition may contact you for this evaluation.
Yes
No
02
Have you successfully completed the Commonwealth of Pennsylvania's Unemployment Compensation Intake Interviewer Trainee program?
Yes
No
03
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experiencemustalso be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, @type N/A in the text box below.
04
How much full-time experience of customer service or office support experience do you possess?
3 years or more
2 to less than 3 years
1 to less than 2 years
Less than 1 year
None
05
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experiencemustalso be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, @type N/A in the text box below.
06
Do you possess two or more years of full-time experience resolving customer impact issues?
Yes
No
07
If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experiencemustalso be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, @type N/A in the text box below.
08
How much college coursework have you completed in any field? If you are claiming credits/degree, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. Unofficial transcripts are acceptable. You must attach your transcript(s) prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a transcript(s) to the application after it has been submitted.
If your education was acquired outside of the United States, you must upload a copy of your foreign credential evaluation report. We can only accept foreign credential evaluations from organizations that are members of the National Association of Credential Services (NACES). A list of current NACES members can be found by visitingwww.naces.organd clicking the Evaluation Services Link.
You must attach your documentation prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a document to the application after it has been submitted.
90 credits or more
60 but less than 90 credits
30 but less than 60 credits
Less than 30 credits
None
09
You must complete the supplemental questions below. These supplemental questions are the exam and will be scored. They are designed to give you the opportunity to relate your experience and training background to the major activities (Work Behaviors) performed in this position. Failure to provide complete and accurate information may delay the processing of your application or result in a lower-than-deserved score or disqualification. Youmustcomplete the applicationandanswer the supplemental questions. Resumes, cover letters, and similar documents willnotbe reviewed for the purposes of determining your eligibility for the position or to determine your score.
All information you provide on your application and supplemental questions is subject to verification. Any misrepresentation, falsification or omission of material facts is subject to penalty. If requested, you must provide documentation, including names, addresses, and telephone numbers of individuals who can verify the validity of the information you provide in the application and supplemental questions.
Read each question carefully. Determine and select which "Level of Performance" most closely represents your highest level of experience/training. List the employer(s)/training source(s) from your Work or Education sections of the application where you gained this experience/training.The "Level of Performance" you choose must be clearly supported within the description of the experience and training information entered in your application or your score may be lowered.In order to receive credit for experience, you must have worked in a job for at least six months in which the experience claimed was a major function.
If you have read and understand these instructions, please click on the "Yes" button and proceed to the exam questions.
If you have general questions regarding the application and hiring process, please refer to ourFAQ page (https://www.employment.pa.gov/Additional%20Info/Pages/default.aspx) .
Yes
10
WORK BEHAVIOR 1 - CLAIMANT INFORMATION AND ASSISTANCE
Interacts with claimants and employers to gather pertinent information and provide assistance regarding initial, continued, additional, and reopened claims for unemployment benefits via telephone. Fax, e-mail, and/or postal mail may also be utilized in accordance with laws and regulations. Provides appropriate responses to inquiries and refers individuals to the appropriate area for assistance as necessary.
Levels of Performance
Select the Level of Performance that best describes your claim.
A. I have experience verbally interacting with individuals and gathering information via telephone, fax, e-mail, or postal mail. I assisted the individuals with claims or other issues/services.
B. I have experience verbally interacting with individuals and gathering information via telephone, fax, e-mail, or postal mail. Someone else assisted the individuals with claims or other issues/services using the information I gathered.
C. I have successfully completed college-level coursework related to speech communications, interviewing, public speaking, public relations, or conflict resolution.
D. I have no experience or coursework related to this work behavior.
11
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, @type N/A in the box below.
The name(s) of the employer(s) where you gained this experience
Your experience gathering information via various media
The @type(s) of various media you used to gather information
Your role in assisting individuals with claims/issues/services
Your specific duties and responsibilities
12
If you have selected the level of performance pertaining to college coursework, please provide your responses to the three items listed below. If you indicated you have no education/training related to this work behavior, @type N/A in the text box below.
College/University
Course Title
Credits/Clock Hours
13
WORK BEHAVIOR 2 - PROCESS ELIGIBILITY INFORMATION
Determine eligibility for initial, continued, supplemental, extended, and other benefits by entering and retrieving data via multiple computer program systems, and modifying records to build and process claims and identify any issues affecting eligibility of claimants for benefits.
Levels of Performance
Select the Level of Performance that best describes your claim.
A. I have experience entering and retrieving data in various computer program systems. I modified records to process information pertaining to individuals' eligibility for services, benefits, etc.
B. I have experience entering or retrieving data in various computer program systems.
C. I have successfully completed college-level coursework related to data entry or bookkeeping.
D. I have no experience or coursework related to this work behavior.
14
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, @type N/A in the box below.
The name(s) of the employer(s) where you gained this experience
Your experience entering or retrieving data
Your experience modifying records to process information pertaining to individuals' eligibility
Your specific duties and responsibilities
15
If you have selected the level of performance pertaining to college coursework, please provide your responses to the three items listed below. If you indicated you have no education/training related to this work behavior, @type N/A in the text box below.
College/University
Course Title
Credits/Clock Hours
16
WORK BEHAVIOR 3 - FACT-FINDING AND REFERRALS
Conduct initial fact-finding with the claimant to identify both monetary and non-monetary issues that may affect the claimant's eligibility for benefits and take necessary action to refer the claims to either the monetary or the adjudication units.
Levels of Performance
Select the Level of Performance that best describes your claim.
A. I have experience identifying issues which may affect individuals' initial eligibility for benefits, services, etc., and taking necessary actions to resolve the issues or refer the individuals to the proper parties for resolution.
B. I have experience referring individuals with issues/additional questions to the proper parties for further follow up with them as needed to resolve their issues/additional questions.
C. I have successfully completed college-level coursework related to problem solving or investigation techniques.
D. I have no experience or coursework related to this work behavior.
17
In the text box below, please describe your experience as it relates to the level of performance you claimed in this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, @type N/A in the box below.
The name(s) of the employer(s) where you gained this experience
Your experience identifying issues
Your experience resolving issues or referring individuals
Your specific duties and responsibilities
18
If you have selected the level of performance pertaining to college coursework, please provide your responses to the three items listed below. If you indicated you have no education/training related to this work behavior, @type N/A in the text box below.
College/University
Course Title
Credits/Clock Hours
19
WORK BEHAVIOR 4 - COMPUTER SKILLS
Utilizes various software packages and security measures to perform job duties.
Instructions
From the list below, please select all options in which you have experience.
Utilizing Microsoft Teams
Filtering emails by setting up rules to automatically move emails to specific folders
Using multi-factor authentication to access a Virtual Private Network (VPN)
Navigating between using two computer monitors using a mouse
Conducting online research (i.e. Google, Wikipedia)
None of the above
20
In the text box below, please list the name(s) of the employer(s) where you gained the experience you claimed utilizing various software packages and security measures. If you indicated you have no experience with any of the above, @type N/A in the box below.
Required Question
Employer
Commonwealth of Pennsylvania
Address
613 North Street
Harrisburg, Pennsylvania, 17120
Website
http://www.employment.pa.gov
