Program Specialist (Fort Worth)

aa270; Fort Worth (TX); On-site; USD 37,000 - 50,000; Full time

Benefits offered by this job

Family Friendly Certified Workplace

Competitive salary

Defined Retirement Benefit Plan

Optional 401(k) and 457 accounts

Medical Insurance

Paid time off

Job summary

The Texas Workforce Commission in Fort Worth seeks a Program Specialist I to provide routine consultative services and technical assistance to Customer Service Representatives and Investigators in a Tele-Center setting. Under moderate supervision, you will train others as needed.

You will handle UI claims processing, evaluate information for decisions, and support supervisors. Bilingual preferred; associates or bachelor's degree required. Travel up to 5% within Texas.

Qualifications

• Six months of full-time experience in policy development, implementation, or interpretation.
• Academic credits may count toward experience qualifications.
• Acceptance into a TWC Internship or Apprenticeship satisfies minimum qualifications.

Responsibilities

• Provide routine consultative services and technical assistance to staff.
• May train others and work under moderate supervision.
• Adhere to schedules and deadlines set by team supervisor.
• Deliver quality customer service to customers and staff.

Skills

UI claims processing

Training & coaching

Independent judgment

Bilingual English/Spanish

Education

Associates or Bachelor's Degree

Job description

WHO WE ARE

The 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 301 W. 13th Street, Fort Worth in the North Texas Tele-center.

TWC is not considering applications from individuals who require sponsorship for an employment visa, now or in the future, for this position. This includes, but is not limited to, individuals currently on H-1B, F-1 (OPT/CPT), or H-4 visas. You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas.

WHO YOU ARE

You are an experienced UI program employee who is ready to take the next step into a career role providing technical assistance to customer service representatives and investigators.

WHAT YOU WILL DO

The Program Specialist I performs routine (journey-level) consultative services and technical assistance work. May train others. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment.

YOU WILL BE TRUSTED TO

• Work quickly, perform multiple tasks, pay attention to detail, enter and retrieve data from computer, and provide quality customer service.
• 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.
• 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.
• Evaluate employees’ handling of customer calls in accordance with Optimized Performance guidelines
• 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 qualification.

YOU ARE A GREAT FIT WITH

• Experience in handling advanced UI claims processing, including Tele-Serv Exceptions, and adjudicating related nonseparation 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) preferred, not required.
• Associates or Bachelor's Degree
• Experience in using initiative and independent judgment in complaint resolution.
• Experience in training, coaching, or counseling.
• 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 GAIN

• A Family Friendly Certified Workplace
• Competitive salary: $3,900.82/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

Duty involves up to 5% travel within the state of Texas.

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