State of Washington Classified Job Specification
UI SPECIALIST 1
Class Series Concept
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.
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.
Knowledge and Abilities
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.
Class Specification History
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.