Associate Call Representative (Unemployment Ins Associate I (Contractual)

MD; Baltimore (MD); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health benefits subsidy

Dental coverage

Life insurance

Job summary

The Maryland Department of Labor, Division of Unemployment Insurance is seeking qualified individuals for the full-time, contractual position of Unemployment Insurance Associate I functioning as an Associate 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 announcement’s closing date.

Qualifications

• High school diploma or equivalent.
• At least 1 year of general clerical or call center experience with the public.
• Experience may substitute for education on a one-to-one basis.

Responsibilities

• Answer inbound calls professionally and collect demographic, wage, work, severance, pension, medical documentation and related information.
• Verify eligibility and ensure prompt payment of benefits.
• Enter claimant information into BEACON and resolve issues related to unemployment claims.

Skills

Call center experience

Clerical skills

Education

High school diploma

Tools

BEACON mainframe

Genesys

Job description

Introduction

The Maryland Department of Labor, Division of Unemployment Insurance is seeking qualified and motivated individuals for the full‑time, contractual position of Unemployment Insurance Associate I functioning as an Associate 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 announcement’s closing date.

This position plays a vital role in serving Marylanders who are seeking assistance with Unemployment Insurance benefits. As an Associate Call Representative, the Unemployment Insurance Associate I will help individuals understand and access the services and support available through the state’s Unemployment Insurance program.

We are committed to building a diverse and inclusive workforce. Spanish‑speaking candidates are strongly encouraged to apply.

This position is eligible for a hybrid telework schedule of up to two (2) days per week, contingent upon successful completion of training and meeting all applicable telework requirements in accordance with agency policy.

Grade

ASTD8

Location of Position

Allegany: 128 Baltimore St., Cumberland, MD 21502

Wicomico: 1790 Westwood Dr., Salisbury, MD 21801

Baltimore City: 100 S. Charles Street Baltimore, MD 21201

Main Purpose of Job

The main purpose 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

• Answer inbound calls in a timely manner and respond professionally while collecting demographic, wage, work information, severance, pension, medical documentation, disputed eligibility status, and other related information.
• Use active listening to understand customer questions and complaints, verify eligibility, and ensure prompt payment of benefits.
• Enter claimant information into the 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.
• Redirect customers by 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.
• 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.
• Applicants may substitute 30 credit hours at an accredited college or university for one year of 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 of Unemployment Insurance to determine whether any monies are owed to MD Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may impact whether or not a candidate is offered employment.

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. You may 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.

Equal Opportunity Statement

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.