Twc Search Jobs (NOW HIRING)

THIS POSTING IS FOR EXISTING TWC EMPLOYEES ONLY
WHO WE ARE:
Texas Workforce Commission connects people with careers across the state. While we are based in Austin on the north lawn of the Texas State Capitol, we have offices statewide. We're a Family Friendly Certified Workplace with great work-life balance, competitive salaries, extensive opportunities for training and development, and fantastic benefits. This position is located at 400 E Hackberry Ave, McAllen, TX, in the South Texas Tele-Center. 

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.
WHO YOU ARE:
A professional individual who enthusiastically shares our department's E.P.I.C. vision and values in a positive, high-paced, energetic team environment and is experienced in customer service with knowledge of UI claims processing.

WHAT YOU WILL DO:
The UI Help Specialist (Program Specialist I) performs routine (journey-level) customer service work providing immediate service delivery. Work involves providing external and internal customer service support and receiving and responding to various public inquiries for information regarding the UI 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 UI delivery system. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment.

YOU WILL BE TRUSTED TO:
-Serve our customers, other staff, groups, and situations with quality and timely customer service in accordance with TWC's mission, vision, and philosophy.
-Provide UI technical and program assistance to TWC Tele-Center staff by following established procedures and protocol.
-Handle challenging calls with complex program issues or related to customer complaints.
-Handle escalated claims assigned by appeals department, legislative office, or other departments.
-Handle Tele-Center assignments to complete and process claims accurately and timely.
-Use the UI benefits system to review all claims for proper payment and conformance to state and federal regulations.
-Work quickly, perform multiple tasks, pay attention to detail, enter and retrieve data from computer, while providing quality customer service
-Take 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 adjudicate related non-separation non-monetary determinations.
-Provide customers with requested information, including eligibility for UI benefits in accordance with the Texas Unemployment Compensation Act.
-Adhere to telephone schedule and strict deadlines as outlined by team supervisor.
-Conduct training as directed and mentor staff regarding UI program actions as part of the employee's development.
-Exercise latitude to solve problems and may work in a lead role in supervisor's absence or in certain aspects of UI delivery system
-Perform other duties as assigned.

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 ARE A GREAT FIT WITH:
-Experience in handling advanced UI claims processing, including Tele-Serv Exceptions, and adjudicating related non-separation non-monetary determinations including, but not limited to, 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 supervisors. 
-Bilingual (English and Spanish) 
-Experience in using initiative and independent judgment in complaint resolution. 
-Strong word processing and typing skills 
-Experience in training, coaching, or counseling 
-Experience with Microsoft Office (Word, Outlook, Excel and PowerPoint), CAST, FileNet, DocMan and general word processing skills 
-Ability to communicate, verbally and in writing, in a clear, concise manner

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.

Will work 40 hours a week during hours of operation Monday through Friday, 8:00 AM to 5:00 PM CT. Occasional overtime (evenings, weekends, and holidays) may be required. Management will set the schedule. Duties require up to 20% travel (within the state of Texas) and the ability to lift 15 lbs. This is a career ladder position with the opportunity to advance within the established career ladder structure after meeting minimum qualifications, competency requirements, and time in position. A skills test, interview, and written exercise will be part of the selection process. 

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.