Introduction
The Maryland Department of Labor Division of Unemployment Insurance is seeking qualified and motivated individuals for the full-time Contractual position ofUnemployment Insurance Associate Ifunctioning as aAssociate Call Representative.This recruitment will be used to fill current and future vacancies within the division and an eligible list of candidates will be maintained for one year after the announcements closing date.
This position plays a vital role in serving Marylanders who are seeking assistance with Unemployment Insurance benefits. As aAssociate Call Representative the Unemployment Insurance Associate I will help individuals understand and access the services and support available through the states Unemployment Insurance program.
We are committed to building a diverse and inclusive workforce.Spanish-speaking candidates are strongly encouraged to apply.
GRADE
ASTD8
LOCATION OF POSITION
Allegany- 128 Baltimore St. Cumberland MD 21502Wicomico- 1790 Westwood Dr. Salisbury MD 21801
Baltimore City- 100 S. Charles Street Baltimore MD 21201
Main Purpose of Job
The main purpose of the UI Associate/Benefit Call Representative position is to provide timely accurate and professional assistance to unemployment insurance claimants by handling inbound calls. The UI Associate supports agency operations by managing high call volumes through the Genesys call system ensuring claimant information is properly collected documented and processed in compliance with established policies procedures and confidentiality standards.
POSITION DUTIES
This position duties consist of but not limited to the following:
Answering calls:Answering inbound calls in a timely manner and responding professionally when interviewing claimants for unemployment insurance benefits excellent customer service is provided over the telephone in order to obtain and record demographic wage and work information as well as information regarding severance and pension payments medical documentation disputed eligibility status and various other issues.
Identifying customer needs:Using active listening to understand customer questions complaints and overall needs in order to verify eligibility and ensure prompt payment of benefits.
Providing solutions:Entering claimant information into BEACON mainframe data system identify investigate and resolve problems related to individual claims for Unemployment Insurance benefits. Finding solutions to customer problems and providing sufficient answers
Redirecting customers:Routing calls to the appropriate departments or resources when needed
MINIMUM QUALIFICATIONS
Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
Experience: One Year of general clerical or call center experience working with the public directly.
Notes:
1. Applicants may substitute general clerical or call center experience for the required education at the rate of one year of experience for one year of education.
2. Applicants may substitute 30 credit hours at an accredited college or university for one year experience.
LICENSES REGISTRATIONS AND CERTIFICATIONS
NOT APPLICABLE.
SPECIAL REQUIREMENTS
Personnel employed in this classification will have access to federal tax information and must undergo a state and FBI criminal background check as a condition of employment.
All candidates are subject to a background check against files maintained by the Division ofUnemployment Insurance (MD Labor/DUI) to determine whether any monies are owed to MD Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.
SELECTION PROCESS
Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing will not consider information submitted after this candidates will be ranked as Best Qualified Better Qualified or Qualified and placed on theeligible (employment) list for at least one year.
Resumesare acceptable as additional information only; however the application must be completed in its entirety or it will be subject to rejection.
All information concerning the qualifications including any required documentation (diploma transcript certificate etc.) must be submitted and received by the closing date. Information submitted after this date will not be considered.
For positions that require Bachelor/Master Degree etc:
Educational credentials from foreign countries must be evaluated by an approved education review service. This evaluation must be submitted prior to hire. For further information you may call International Consultants of Delaware Inc. or World Education Services Inc. 1- or .
EXAMINATION PROCESS
The assessment may consist of a rating of your education training and experience related to the requirements of the is important that you provide complete and accurate information on your report all experience and education that is related to this position.
***Please note that your answers on the supplemental questionnaire must correspond to the information provided on your application to receive credit.
BENEFITS
Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents. As a contractual employee you will be responsible for paying 25% of the premiums for your medical and prescription coverage including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage accidental death and dismemberment insurance and life insurance but will be responsible to pay the full premium for these benefits.
Leave may be granted to a contractual employee who has worked 120 days in a 12 month period. This leave accrues at a rate of one hour for every 30 hours worked not to exceed 40 hours per calendar year.
FURTHER INSTRUCTIONS
U.S.Military Veterans may qualify for additional bonus points towards certification. Any job offer will be contingent on the candidate providing a U.S. Military form DD 214 verifying honorable discharge from service prior to starting employment (and may be requested prior to interview).Permanent State employees do not need to submit proof of Veterans status.
If you are unable to apply online or encounter difficulty attaching required or optional documentation you may submit via email toPlease be sure to include your name identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.
PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION.
Completed applications required documentation and any required addendums may be mailed to:
MD Dept. of Labor-Office of Human Resources
Attn: 26-/ (UI Associate I/SA)
100 S. Charles Street
Baltimore MD 21201
TTY Users: call via Maryland Relay
The MD State Application Form can be found online.
Maryland Department of Labor is an equal opportunity employer. It is the policy of MD Labor that all persons have equal opportunity and access to employment opportunities services and facilities without regard to race religion color sex age national origin or ancestry marital status parental status sexual orientation disability or veteran status.
Required Experience:
IC
IntroductionThe Maryland Department of Labor Division of Unemployment Insurance is seeking qualified and motivated individuals for the full-time Contractual position ofUnemployment Insurance Associate Ifunctioning as aAssociate Call Representative.This recruitment will be used to fill current and fu...
Introduction
The Maryland Department of Labor Division of Unemployment Insurance is seeking qualified and motivated individuals for the full-time Contractual position ofUnemployment Insurance Associate Ifunctioning as aAssociate Call Representative.This recruitment will be used to fill current and future vacancies within the division and an eligible list of candidates will be maintained for one year after the announcements closing date.
This position plays a vital role in serving Marylanders who are seeking assistance with Unemployment Insurance benefits. As aAssociate Call Representative the Unemployment Insurance Associate I will help individuals understand and access the services and support available through the states Unemployment Insurance program.
We are committed to building a diverse and inclusive workforce.Spanish-speaking candidates are strongly encouraged to apply.
GRADE
ASTD8
LOCATION OF POSITION
Allegany- 128 Baltimore St. Cumberland MD 21502Wicomico- 1790 Westwood Dr. Salisbury MD 21801
Baltimore City- 100 S. Charles Street Baltimore MD 21201
Main Purpose of Job
The main purpose of the UI Associate/Benefit Call Representative position is to provide timely accurate and professional assistance to unemployment insurance claimants by handling inbound calls. The UI Associate supports agency operations by managing high call volumes through the Genesys call system ensuring claimant information is properly collected documented and processed in compliance with established policies procedures and confidentiality standards.
POSITION DUTIES
This position duties consist of but not limited to the following:
Answering calls:Answering inbound calls in a timely manner and responding professionally when interviewing claimants for unemployment insurance benefits excellent customer service is provided over the telephone in order to obtain and record demographic wage and work information as well as information regarding severance and pension payments medical documentation disputed eligibility status and various other issues.
Identifying customer needs:Using active listening to understand customer questions complaints and overall needs in order to verify eligibility and ensure prompt payment of benefits.
Providing solutions:Entering claimant information into BEACON mainframe data system identify investigate and resolve problems related to individual claims for Unemployment Insurance benefits. Finding solutions to customer problems and providing sufficient answers
Redirecting customers:Routing calls to the appropriate departments or resources when needed
MINIMUM QUALIFICATIONS
Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
Experience: One Year of general clerical or call center experience working with the public directly.
Notes:
1. Applicants may substitute general clerical or call center experience for the required education at the rate of one year of experience for one year of education.
2. Applicants may substitute 30 credit hours at an accredited college or university for one year experience.
LICENSES REGISTRATIONS AND CERTIFICATIONS
NOT APPLICABLE.
SPECIAL REQUIREMENTS
Personnel employed in this classification will have access to federal tax information and must undergo a state and FBI criminal background check as a condition of employment.
All candidates are subject to a background check against files maintained by the Division ofUnemployment Insurance (MD Labor/DUI) to determine whether any monies are owed to MD Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.
SELECTION PROCESS
Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing will not consider information submitted after this candidates will be ranked as Best Qualified Better Qualified or Qualified and placed on theeligible (employment) list for at least one year.
Resumesare acceptable as additional information only; however the application must be completed in its entirety or it will be subject to rejection.
All information concerning the qualifications including any required documentation (diploma transcript certificate etc.) must be submitted and received by the closing date. Information submitted after this date will not be considered.
For positions that require Bachelor/Master Degree etc:
Educational credentials from foreign countries must be evaluated by an approved education review service. This evaluation must be submitted prior to hire. For further information you may call International Consultants of Delaware Inc. or World Education Services Inc. 1- or .
EXAMINATION PROCESS
The assessment may consist of a rating of your education training and experience related to the requirements of the is important that you provide complete and accurate information on your report all experience and education that is related to this position.
***Please note that your answers on the supplemental questionnaire must correspond to the information provided on your application to receive credit.
BENEFITS
Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents. As a contractual employee you will be responsible for paying 25% of the premiums for your medical and prescription coverage including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage accidental death and dismemberment insurance and life insurance but will be responsible to pay the full premium for these benefits.
Leave may be granted to a contractual employee who has worked 120 days in a 12 month period. This leave accrues at a rate of one hour for every 30 hours worked not to exceed 40 hours per calendar year.
FURTHER INSTRUCTIONS
U.S.Military Veterans may qualify for additional bonus points towards certification. Any job offer will be contingent on the candidate providing a U.S. Military form DD 214 verifying honorable discharge from service prior to starting employment (and may be requested prior to interview).Permanent State employees do not need to submit proof of Veterans status.
If you are unable to apply online or encounter difficulty attaching required or optional documentation you may submit via email toPlease be sure to include your name identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.
PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION.
Completed applications required documentation and any required addendums may be mailed to:
MD Dept. of Labor-Office of Human Resources
Attn: 26-/ (UI Associate I/SA)
100 S. Charles Street
Baltimore MD 21201
TTY Users: call via Maryland Relay
The MD State Application Form can be found online.
Maryland Department of Labor is an equal opportunity employer. It is the policy of MD Labor that all persons have equal opportunity and access to employment opportunities services and facilities without regard to race religion color sex age national origin or ancestry marital status parental status sexual orientation disability or veteran status.
Required Experience:
IC
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Monthly Salary:
Not Disclosed
Posted on:
23 hours ago
Vacancies:
1 Vacancy
