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Unemployment Claims Agent-091218-170521

Expired Job

State Of Tennessee Nashville , TN 37201

Posted 4 months ago

Minimum Qualifications Benefits Supplemental Questions


Education and Experience: High school diploma or GED with one year of customer service experience, including but not limited to retail, sales, marketing, social services and receptionist positions.

Other Requirements:

Necessary Special Qualifications:

Examination Method: Education and Experience,100%, for Preferred Service positions.

Job Overview:

Under general supervision, is responsible for entry level professional unemployment work of average difficulty involving interviewing members of the public by telephone that are applying for unemployment insurance benefits and performs related work as required.

Distinguishing Features: This position is a working level class in the Unemployment Claims Center. An employee in this class conducts personal interviews to determine an unemployment insurance claimant's eligibility to receive benefits. An employee gathers and analyzes all pertinent work history information to reach these determinations. This class differs from that of a supervisor in that an incumbent of the latter is responsible for exercising general supervision over a small- to medium-sized professional staff.

Competencies (KSA's):


  • Integrity and Trust

  • Listening

  • Written Communication

  • Customer Focus

  • Learning on the Fly

  • Problem Solving

  • Time Management

  • Technical Learning

  • Composure

  • Ethics and Values


  • Knowledge of administrative and clerical procedures and systems such as managing files and records

  • Knowledge of principles and processes for providing customer and personal services

  • Knowledge of Microsoft Office products

  • Knowledge of basic mathematic


  • Active learning skills to understand the implications of new information for both current and future problem solving and decision making

  • Active listening skills which would include giving full attention to what other people are saying and asking questions when appropriate

  • Critical thinking skills which would include using logic and reasoning to identify the strengths and weaknesses of solutions and approaches to problems

  • Learning strategies to include selecting and using training methods and procedures appropriate for the situation when learning or teaching new things

  • Basic mathematic skills

  • Reading comprehension to understanding written sentences and paragraphs in documents

  • Talking to others to convey information effectively

  • Communicating effectively in writing

  • Service oriented skills to actively look for ways to help people

  • Social perceptiveness skills to be aware of others' reactions and understand the reaction

  • Complex problem solving skills to identify complex problems and review related information to develop and evaluate options and identify solutions

  • Judgment and decision making skills to consider the relative costs and benefits of potential actions to choose the most appropriate one

  • Time management skills to manage one's own time


  • Deductive reasoning ability to apply general rules to specific problems to produce answers that make sense

  • Inductive reasoning ability to combine pieces of information to form general rules or conclusions

  • Ability to apply flexibility of closure to identify or detect a known pattern that is hidden in other distracting material

  • Information ordering ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules

  • Memorization ability

  • Number facility ability to add, subtract, multiply or divide quickly and correctly

  • Oral comprehension ability to listen to and understand information and ideas

  • Oral expression ability to communicate information and ideas in speaking to others

  • Problem sensitivity ability to tell when something is wrong or is likely to go wrong

  • Selective attention ability to concentrate on a task over a period of time without being distracted

  • Speed of closure ability to quickly make sense of, combine and organize information into meaningful patterns

  • Time sharing ability to shift back and forth between two or more activities or sources of information

  • Written comprehension ability to read and understand information and ideas presented in writing

  • Written expression ability to communicate information and ideas in writing so others will understand

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Unemployment Claims Agent-091218-170521

Expired Job

State Of Tennessee