Labor & Employment Specialist I

State of Colorado; Denver (CO); Hybrid; USD 70,747,000 - 104,673,000; Full time

Benefits offered by this job

PERA retirement benefits

Health plans

Health Savings Account

Paid holidays

Flexible schedules

Job summary

Colorado Department of Labor and Employment in Colorado is recruiting for a Customer Service role focused on the Unemployment Insurance program. Training will be conducted in the Denver office and lasts 16 weeks, with hybrid workplace options available.

The position requires reporting to a supervisor, a thorough background, and strong customer service skills. Benefits include retirement plans, health coverage, paid holidays, and wellness programs.

Qualifications

• Four years and six months of relevant experience in an occupation related to the work assigned.
• A combination of related education and/or relevant experience in an occupation related to the work assigned equal to four years and six months.
• Bilingual English and Spanish is helpful but not required.
• Experience in a high-volume customer service role.
• Experience with Microsoft Office Suite.
• Experience with Google Suite.

Responsibilities

• Provide customer service for the UI program via telephone, email, chat, and in person.
• Inform claimants of responsibilities and rights and answer inquiries about the UI process.
• Explain and clarify Unemployment Insurance policies, regulations, and related laws.
• Adjudicate non-monetary non-separation issues after investigations.
• Represent the Colorado Department of Labor and Employment at UI appeal hearings.

Skills

Customer Service

Communication

Attention to Detail

Bilingual English/Spanish

Job description

THIS POSITION IS OPEN TO CURRENT RESIDENTS OF COLORADO ONLY

THIS ANNOUNCEMENT WILL REMAIN OPEN UNTIL 5PM, MONDAY, OCTOBER 26TH.

This position will have hybrid workplace options available but will still be required to report to the listed address at the discretion of the supervisor and based on business need.

Training will be conducted in the Denver office and will last for 16 weeks.

The applicant(s) hired under this announcement will be assigned to training teams and supervisors. Once the training period is complete the employees will be transferred to a final team and supervisor based on business need.

The Department of Labor and Employment keeps Colorado strong and competitive. We connect workers with great jobs and assist those who have been injured on the job. We help people who are unemployed through no fault of their own by providing temporary wage replacement and we ensure fair labor practices. We provide an up-to-date and accurate picture of the economy that helps in decision making. And we protect the workplace – and Colorado communities – with a variety of consumer protection and safety programs.

This is a values-driven organization, committed to accountability, agility, collaboration, and respect.

We believe in outstanding customer service, an inclusive culture, continued process improvement and in our role as a trusted and strategic partner. Recognizing that knowledgeable employees drive our success, we are seeking dedicated individuals who exhibit our shared values and our passion for quality and excellence in all we do.

In addition to rewarding and meaningful work, we offer excellent benefits:

• Strong, secure, yet flexible retirement benefits including a PERADefined Benefit Plan or PERA Defined Contribution Plan plus 401(k) and 457 plans


• Medical and dental health plans


• Employer supplemented Health Savings Account


• Paid life insurance


• Short- and long-term disability coverage


• 11 paid holidays per year plus vacation and sick leave


• BenefitHub state employee discount program


• MotivateMe employee wellness program


• Excellent work-life programs, such as flexible schedules, training and more


• Access to participate in employer-supported employee affinity spaces


• RTD EcoPass Commuter Program


• Some positions may qualify for the Public Service Loan Forgiveness Program. For more information go to https://dhr.colorado.gov/dhr-resources/student-loan-forgiveness-programs

Our agency website: Colorado Department of Labor and Employment

CDLE has implemented a pilot program on March 1st, 2022 which will award Disability Hiring Preference Points similar to the Veterans’ Preference Points program. During your application process you will be asked if you would like to be considered for either of these programs for additional points in the hiring process. To learn more about Disability Hiring Preference and what will be required to participate, please visit our website: https://sites.google.com/state.co.us/disability-hiring-preference/home

PAY FOR POSITION:

HOURLY $24.69 - $36.53 BIWEEKLY $1,975.38 - $2,922.40 MONTHLY $4,280.00 - $6,331.87

Claimant Services is responsible for administering the Unemployment Insurance (UI) program within the State of Colorado by implementing procedural and substantive provisions of the Colorado Employment Security Act (CESA) and federal statutes. The Customer Service Center (CSC) is the frontline staff whose job is to inform unemployment claimants of their responsibilities and rights and answer claimants’ questions about the UI process. CSC staff interact with claimants via the telephone, email, chat, in workforce centers, and in the UI lobby. Our agents answer inquiries regarding compliance, wages, account history, rate computations, and benefits. Additionally, they adjudicate non-monetary non-separation issues after conducting investigative fact‑finding and applying knowledge of state and federal law.

Provides customer service in the delivery of the Colorado Unemployment Insurance program. Identifies and coordinates the UI claims taking activities of individuals filing for all types of Colorado based liable claims. Utilizes a variety of computer systems and applications, and provides customer service via the telephone, email, chat, and in person. Explains and clarifies Unemployment Insurance Division policies, regulations, and state and federal laws pertaining to the Colorado Employment Security Act (CESA) and the Federal Unemployment Tax Act (FUTA). Informs claimants of their rights and responsibilities while protecting the interest of the Colorado Department of Labor and Employment. Answers inquiries regarding compliance, wages, account history, rate computations, and benefits. Adjudicates non-monetary non-separation issues after conducting investigative fact‑finding, researching law sources and applying knowledge of state and federal statutes. Represents the Colorado Department of Labor and Employment at appropriate UI appeal hearings.

Positions in the UI Customer Service Center are not typical call center positions. These positions require extensive knowledge of how to review and proceed with new or existing claims, paying attention to details such as unreported job separations, overpayments, or other potential problems with claims that may not be easy to identify.

Residency Requirement:

Choose one of the following options for your job announcement and remove the others:

Class Code & Classification Description:

H6N2TX Labor/Employment Specialist I

Minimum Qualifications:

Four (4) years and six (6) months of relevant experience in an occupation related to the work assigned to this position.

A combination of related education and/or relevant experience in an occupation related to the work assigned equal to four (4) years and six (6) months.

An example of an occupation related to this position is Customer Service in a Direct Customer Support through dedicated platforms involving intermediate to complex data entry, crisis based case management and/or customer service.

Preferred Qualifications:

• Bilingual (Read, Write, Speak) English and Spanish is helpful but not required


• Experience or interest in the public sector


• Experience in a high-volume customer service role


• Experience with Microsoft Office Suite (MS Word, Excel, PowerPoint)


• Experience with Google Suite (GMAIL, Google Docs, Google Sheets, Google Drive)

Required Competencies:

• Technical Skills


• Customer Service


• Critical Thinking


• Interpersonal Skills


• Complex Problem Solving


• Communication sills


• Attention to Detail


• Strong Writing Skills


• Information Retention


• Ability to work in a Structured Environment

Conditions of Employment:

• Must be a Colorado resident at time of application.


• You must pass a thorough background check prior to employment.


• Training will be conducted in the Denver office and will last for 16 weeks.


• The applicant(s) hired under this announcement will be assigned to training teams and supervisors. Once the training period is complete the employees will be transferred to a final team and supervisor based on business need.

Appeal Rights:

As an applicant who has been removed from consideration during the selection or comparative analysis process, you may file an appeal with the State Personnel Board and/or request a review by the State Personnel Director. A standard appeal form is available on the State Personnel Board website, https://spb.colorado.gov/forms-and-filing. If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within ten (10) days of your receipt of this notice: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: [phone]. Phone: [phone]. Email address: [e-mail]. The ten‑day deadline and these appeal procedures also apply to all charges of discrimination. Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director's Administrative Procedures, 4 CCR 801, for information about the appeals process. The State Personnel Board Rules and Personnel Director's Administrative Procedures are available at spb.colorado.gov.

Contact:

For questions regarding this recruitment, please contact: [e-mail]

Minimum Qualification Screening

A Human Resources Analyst will only review the work experience / job duties sections of the online job application to determine whether you meet the minimum qualifications for the position for which you are applying.

Part-time work experience will be prorated.

Comparative Analysis Process

After minimum qualification screening, the comparative analysis process for this position will involve a review and rating of all the information you submit with your application materials. Therefore, it is extremely important to document in the work experience / job duties portion of your online application the extent to which you possess the education, experience, minimum qualifications, and preferred qualifications as outlined in the job announcement. It is also important to thoroughly answer all supplemental questions (if listed) as your answers to these questions will be evaluated during this phase.

Supplemental Questions

Answer the supplemental questions on the application completely and thoughtfully. Your answers may be rated based on your writing ability (spelling, grammar, and clarity of your writing) as well as the content of your answer.

Work Visas

CDLE does not sponsor Work Visas of any type.

Applicant Use Of AI

The use of AI tools to aid in preparing application materials is allowed under the condition that the applicant independently verifies and confirms the information's accuracy before submission. Applicants are fully accountable for the content of their submissions and must ensure the safe and ethical use of any AI tools. Furthermore, active and direct participation in the interview process is required.

THIS ANNOUNCEMENT MAY BE USED TO FILL MULTIPLE AND/OR FUTURE VACANCIES

Equal Opportunity and Inclusion

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness.

The State is resolute in non-discriminatory practices in everything we do, including hiring, employment, and advancement opportunities.

The Colorado Department of Labor and Employment is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, Sean Montoya, at [e-mail]. Auxiliary aids and services are available upon request to individuals with disabilities. For all other inquiries about this recruitment effort, please call 303-318-8200.

While a salary range is posted for this position, an eventual salary offer is determined by a comprehensive salary analysis, which considers multiple factors including but not limited to education and experience compared to others in the organization doing substantially similar work.