Commission Workforce Scheduler Jobs (NOW HIRING)

THIS POSTING IS FOR EXISTING TWC EMPLOYEES ONLY
WHO WE ARE:
Customer Service Representative's, we are looking for you to take the next step! The mission of the Texas Workforce Commission (TWC) is to promote and support a workforce system that creates value and offers employers, individuals and communities the opportunity to achieve and sustain economic prosperity. To support our mission, we are seeking to fill a Program Specialist I position in the Unemployment Insurance (UI) program concentrating on receiving and responding to various public inquiries for information. This position will be located at the Central Texas Tele-Center in San Antonio at 4801 NW-Loop 410.

TWC is not considering applications from individuals who require sponsorship for an employment visa, including those with H1B visas or those currently on student or postgraduate visas. You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas.
WHAT YOU WILL DO: 
The Program Specialist I performs routine (journey-level) customer service work providing immediate service delivery by telephone.  Work involves providing external customer service support and receiving and responding to various public inquiries for information regarding the Unemployment Insurance delivery system. May train others. May function as a lead worker or assistant supervisor in a unit and work may include supervising specific aspects of the unemployment insurance delivery system. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment.

YOU WILL BE TRUSTED TO:
- Provide advanced technical and program assistance to Customer Service Representatives and Claims Examiners in a field Tele-Center of the Texas Workforce Commission by following established procedures and protocol.                                                                                                                                     - Work quickly, performs multiple tasks, pays attention to detail, enters and retrieves data from computer, and provides quality customer services
- Adhere to telephone schedule and strict deadlines as outlined by team supervisor.
- Serve our customers, other staff, groups, and situations with quality and timely customer service in accordance with TWC's mission, vision, and philosophy.    
- Evaluate employees' handling of customer calls in accordance with Optimized Performance guidelines.
- Conduct training as directed and mentors staff regarding Unemployment Insurance (UI) program actions as part of the employee's development.
- Supervises certain aspects of the UI delivery system, and may serve as team lead in supervisor's absence.
- Permitted latitude to solve problems and work in a lead role.
- Promptly answers calls from customers and assesses the business nature of the call.
- Take the appropriate action integrating program knowledge and the automated benefits systems to interview individuals requesting UI benefits or employers calling to provide information regarding requests for UI benefits.
- Process all types of UI claims and adjudicates related non-separation non-monetary determinations.
- Provides customer with requested information, including eligibility for UI benefits in accordance with the Texas Unemployment Compensation Act.

YOU ARE GREAT FIT WITH:
- Experience in handling advanced UI claims processing, including Tele-Serv Exceptions, and adjudicating related non-separation non-monetary determinations including Ability, Availability, Filing, Profiling, and Work Search
- Experience in evaluating information to render an appropriate decision
- Experience in the gathering of facts resulting in a quality decision
- Experience in assisting supervisor
- Bilingual (English and Spanish)
- Associate or bachelor's Degree 
- Experience in using initiative and independent judgment in complaint resolution
- Strong word processing and typing skills
- Experience in training, coaching, or counseling
- Experience with Internet Explorer and Microsoft Outlook, Word, Excel and Access
- Able to communicate, verbally and in writing, in a clear, concise manner
- Process all types of UI claims and adjudicates related non-separation non-monetary determinations
- Provides customer with requested information, including eligibility for UI benefits in accordance with the Texas Unemployment Compensation Act
YOU QUALIFY WITH:
- Six months of full-time experience in the development, implementation, or interpretation of policies and procedures in a public or private agency.
- Relevant academic credits may be applied toward experience qualifications for this position. 
- Acceptance into a TWC Internship or TWC Apprenticeship will satisfy the minimum qualifications.

YOU GAIN: 
- A Family Friendly Certified Workplace
- Competitive salary: $3,581.33/month 
- Defined Retirement Benefit Plan 
- Optional 401(k) and 457 accounts 
- Medical Insurance 
- Paid time off, including time for vacation, sick and family care leave 
- Additional benefits for active employees can be found at https://www.ers.texas.gov/Active-Employees/Health-Benefits  
All candidates will participate in a skills test at the time of the interview. A security background check will be conducted on the candidate chosen for this position. TWC may use all available information, including past unemployment claims, to evaluate an applicant's suitability for the position.

Working conditions include the occasional lifting and carrying of 15 pounds and frequent walking, bending, squatting, twisting, and standing.  The position's normal work hours are from 8:00 A.M. to 5:00 P.M. Monday - Friday; however, there is the potential for weekends to be added if necessary. 

VETERANS:
Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor's Office by pasting this link into your browser: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_ProgramManagement.pdf. 

HOW TO APPLY: 
To be considered, please complete an Application for Employment and apply on Taleo. TWC is not considering applications from individuals who require sponsorship for an employment visa, including those with H1B visas or those currently on student or postgraduate visas. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. A position utilizing this classification will be designated as security sensitive according to the Texas Labor Code, Section 301.042.