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Career Opportunity Bulletin

CUSTOMER REPRESENTATIVE SPECIALIST - BENEFITS

Labor

CODE: 652201 PAY GRADE: 15 ($12.54 - 17.77 /hr.)

Value of State-paid Health and Dental Insurance: $336.80 biweeklyValue of State’s share of Employee’s Retirement: 19.22% of pay

OPENING DATE: July 22, 2008

CLOSING DATE: August 5, 2008

Only Employees with Promotional Status within the Department Of Labor may apply.

JOB DESCRIPTION:

This is fast paced administrative and public contact work, generally performed in an Unemployment Insurance Claims Center determining initial and continuing eligibility for unemployment compensation benefits/services. Primary responsibilities include interviewing claimants by telephone and electronic medium to obtain and verify information, determine eligibility for benefits and program services, explaining unemployment programs laws and responsibilities, and assisting claimants in overcoming their barriers to employment.

MINIMUM REQUIREMENTS:

In order to qualify, you must have training, education, or experience in administrative support work that demonstrates 1) competency in applying a proficient knowledge of the principles and practices of quality customer service to perform advanced work in determining eligibility for public benefits or services, and 2) the ability to use independent judgment, initiative, and discretion to make determinations on varied matters.

GENERAL INFORMATION:

Qualified applicants will be placed on an Employment Register which will be used to fill this vacancy and future vacancies statewide.
You must complete the on-line application for this job title. Paper applications will not be accepted for this job title.
Your application evaluation results will be e-mailed to the address you use to login to your online account.
You must complete the required Supplemental Qualifications Form (part of online application “apply now” process).

TYPICAL DUTIES in this job classification include:

Determine initial and continuing eligibility for program benefits and/or services.
Access information from the internet.
Research, compile, and analyze complex information to reach a conclusion and/or make recommendations.
Advise others requesting technical assistance.
Interview customers at varying locations, identify and resolve potential eligibility issues, and conduct fact finding.
Develop/monitor work plan.

The Bureau of Human Resources reserves the right to use any other selection devices necessary in order to identify those candidates who are most qualified

APPLICATION INFORMATION:

You must complete the on-line application by logging on to our Web Page (www.maine.gov/bhr/state_jobs), clicking the Open Competitive Jobs link, and clicking Apply Now under this job title.

PAPER APPLICATIONS WILL NOT BE ACCEPTED FOR THIS JOB TITLE.

The Bureau of Human Resources is unable to provide copies of submitted materials.

Maine State Government is an Equal Opportunity/Affirmative Action Employer

SUPPLEMENTAL QUALIFICATIONS FORM

Customer Representative Specialist – Benefits-Labor (652201)

APPLICANT’S NAME:_________________________________________________________________

INSTRUCTIONS:

Your responses on this form will be the basis making a numerical evaluation of your background training and experience (your final score).

False or misleading statements may result in rejection of your Application for Employment or dismissal from Maine State Service if selected.

Statements made on this form and in your application are subject to verification by the Bureau of Human Resources and the Appointing Authority.

SECTION I:

Please check the appropriate box for each statement below:

Directions for Section I ONLY: Indicate if you have the knowledge or ability listed below. These are not tasks you need to have performed; you must only have the knowledge or ability to perform these tasks.

	I have:
	Knowledge of the principles of quality customer service.
	Knowledge of what actions reflect high-quality customer service.
	Knowledge of programs that have eligibility or regulatory requirements.
	Knowledge of query and research techniques.
	Knowledge of documentation practices for claims.
	Ability to access information from the internet.
	Ability to assist customers with eligibility determination procedures.
	Ability to establish computerized filing systems.
	Ability to code, post, and update data on standard documents.
	Ability to type standard business correspondence using varied correspondence formats.
	Ability to use alphabetical, numerical, and chronological filing systems.
	Ability to use alphabetical, numerical and chronological sub-filing systems.
	Ability to effectively receive and provide information to customers.
	Ability to effectively present information to individuals and groups.
	Ability to provide ongoing leadership for a work team.
	Ability to search for information.
	Ability to track documents for follow up action.
	Ability to make intermediate mathematical calculations.
	Ability to prepare worksheets.
	Ability to perform data entry for data management.
	Ability to prepare standard reports.
	Ability to apply to routine individual cases an explanation and interpretation of rules, policies and procedures, codes, or documentation requirements that pertain to the work.
	Ability to detect informational errors and irregularities and take action as authorized.
	Knowledge of interviewing techniques.
	Ability to assist customer with reporting, eligibility, and compliance requirements.

Directions for Sections II and III: Indicate skill level by marking the appropriate boxes for each item listed. Be sure to indicate the where you gained this knowledge or ability (i.e. the employer number from your employment application, or school you attended).

Definitions:

None	-	I have no training, education, or experience in this area.

Level 1	-	I have successfully completed training or coursework in this area, but I have no experience performing this task –OR- have some experience performing this task under close supervision.

Level 2	-	I have experience performing this task and am fully capable of performing this task independently.

Level 3	-	I have experience performing this task independently and am capable of training staff or providing assistance to other staff in this area.

SECTION II:

I have:	None	Level 1	Level 2	Level 3
Made eligibility determinations in accordance with established criteria or regulations for unemployment compensation claims.
Assisted customers in determining eligibility for unemployment compensation benefits.
Coordinated approved customer services.
Searched for information by using telephone and computer.
Effectively resolved problems with customers.
Interviewed customers to identify and resolve potential unemployment compensation eligibility issues.
Provided technical assistance to others regarding unemployment compensation claims.
Detected informational errors and irregularities and took action as authorized.
Applied to routine individual cases an explanation and interpretation of unemployment compensation benefits rules, policies and procedures, codes, or documentation requirements.
Applied to routine individual cases an explanation and interpretation of rules, policies and procedures, codes, or documentation requirements that pertain to the work.
Accessed information from the internet.
Initiated phone calls on routine business matters.
Tracked documents and took follow up action.
Written standard reports.
Conducted fact finding procedures.
Composed standard business correspondence for supervisor review and signature.
Typed standard business correspondence from draft into final form using varied correspondence formats.
Provided ongoing leadership for a work team.
Used alphabetical, numerical, chronological filing systems.
Used alphabetical, numerical and chronological sub-filing systems.
Researched a topic to gather information.
Analyzed research results to make recommendations.
Presented routine factual information to individuals or groups.
Provided ongoing leadership for a work team.
Coded, posted, and updated data on standard documents.
Reconciled financial documents.
Monitored individualized unemployment compensation work plans for their effectiveness.
Developed individualized unemployment compensation work plans.

Section III:

Computer Skills:	None	Level 1	Level 2	Level 3
Word processing
E-mail
Internet
Scanning/imaging for databases
PowerPoint or similar presentation software