Claims Agent (Unemployment Ins Associate I)

Maryland; Northern (KY); Hybrid; USD 40,000 - 52,000; Full time

Benefits offered by this job

Flexible hours

Hybrid telework

Paid holidays

Paid leave

Health insurance

401(k) plan

State pension

FSAs

Credit Union

Job summary

Maryland Department of Labor, Division of Unemployment Insurance seeks an Unemployment Insurance Associate I to interview claimants, collect information, and process benefit claims. The role emphasizes professional, customer-focused service and accurate data handling.

This full-time, permanent position offers a hybrid telework schedule up to two days per week, with training and policy requirements to meet telework standards. Bilingual abilities are a plus, and a background check is required.

Qualifications

• Graduation from an accredited high school or equivalent.
• One year of general clerical or call center experience.
• Experience substitutions allowed: one year of experience may replace one year of education; 30 college credits may substitute for one year of experience.

Responsibilities

• Answer inbound calls professionally to interview claimants for unemployment benefits and collect demographic, wage, and work information.
• Use active listening to identify customer needs and verify eligibility for prompt benefit payments.
• Enter claimant information into BEACON and investigate and resolve issues affecting unemployment benefits.
• Route calls to appropriate departments or resources as needed.

Skills

Customer service

Active listening

Data entry

Telephone interviewing

BEACON mainframe

Education

High school diploma

Tools

BEACON mainframe

Job description

Introduction

The Maryland Department of Labor, Division of Unemployment Insurance is seeking qualified and motivated individuals for the full-time, permanent position of Unemployment Insurance Associate I��functioning as a Claims Agent. 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 a Claims Agent,� the Unemployment Associate I will assist claimants with benefits claims while providing professional, customer focused service

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 the successful completion of training and meeting all applicable telework requirements in accordance with agency policy.

GRADE

ASTD8

LOCATION OF POSITION

Allegany, Maryland

Main Purpose of Job

The primary responsibility of this role is to serve as a Claims Agent within the Unemployment Insurance Claim Center, conducting interviews and collecting information necessary to process benefit claims. This position involves telephone interactions to ensure the accurate and timely distribution of Unemployment Insurance benefits. Our core mission is to deliver exceptional, customer-focused service that supports the economic stability of the State of Maryland.

Bilingual speakers are encouraged to apply.

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.

DESIRED OR PREFERRED QUALIFICATIONS

Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications.

• Experience handling a high volume of inbound customer calls
• Experience navigating multiple computer applications while providing customer service�

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 (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 date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

Please note: A resume may be attached as supplemental information; however, only the information provided in the application will be reviewed and considered in the evaluation process.

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. [phone] or World Education Services Inc. 1-800-932-3897 or [phone].

EXAMINATION PROCESS

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please 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

This is a full-time, permanent position and eligible for full State benefits, which include:

• Flexible hours and hybrid teleworking
• Paid holidays 12-13 per year
• Generous paid leave package (annual, sick, personal and compensatory leave)
• State Pension ('defined benefit' plan)
• Tax-deferred supplemental retirement savings plans (401(k) and 457)
• Comprehensive, subsidized health, dental and prescription plans with little to no deductibles, free generic prescriptions, and free preventative health services
• Flexible Spending Account plans for Health Care and Daycare
• State Employees Credit Union

To learn more, please click this link: STATE OF MARYLAND BENEFITS

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 to [e-mail]. Please 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: 26-003221-0008/ (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.