Positions in this series provide unemployment insurance (UI) claims processing and adjudication services. Positions receive and record claims information from clients that is used to process applications for unemployment claims benefits. Positions are responsible to ensure completeness, research and verify missing or incomplete information and respond to claims inquiries. Positions within this series are responsible for the adjudication of claims involving complex analysis to determine appropriate claim status, conduct research and interviews to obtain facts that effect eligibility, and issue an allowance or denial of UI benefits, represent the agency at claims appeal hearings and know and understand complex unemployment insurance program laws, rules, regulations, policies and procedures. At the higher levels, perform complex and specialized unemployment insurance program services involving intensive application of specialized knowledge and skills and may participate in the development and implementation of policies.

Performs routine para-professional duties related to unemployment insurance programs and services, including claims processing.

Positions at this level work under close supervision, or direction of a higher level UI Specialist. The majority of the time is spent assisting higher level UI specialists, or performing assignments such as: Answering a wide variety of questions about unemployment insurance programs and services, and general questions concerning eligibility for benefits, via phone or electronic inquiries; or processing unemployment insurance basic and continued claims, call message recording (CMRs), pin resets, and address changes.

Processes initial and re-opened claims;

Conducts telephone interviews, obtains work history, verifies earnings and hours of work;

Processes unemployment insurance basic and continued claims;

Responds to inquiries and questions from clients about unemployment insurance programs and services;

Answers basic questions concerning eligibility for benefits;

Directs claimants to the services that they need or requested;

Handles complaint calls from claimants and escalates them to appropriate level;

Communicates reporting requirements, benefits and eligibility rights to claimants, employers and third parties;

Participates in process improvement workgroups;

Performs other duties as required.

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There may be instances where individual positions must have additional licenses or certification. It is the employer’s responsibility to ensure the appropriate licenses/certifications are obtained for each position.

A Bachelor's degree in social science, business administration, public administration, or related field

Experience providing customer service such as assistance to clients and/or customers regarding inquiries, complaints or problems will substitute year for year for education.

New class: 7-3-00.
Revised minimum qualifications: 1-11-02.
New class code: (formerly 30690) effective July 1, 2007.
Revised definition, distinguishing characteristics, typical work statements, knowledge and abilities and minimum qualifications, adopted 06/13/2019, effective 07/01/19.
Abolished job class adopted June 22, 2023, effective July 1, 2023. See ES Benefits Specialist series.