UC Eligibility Agent - Multiple Vacancies

State of Maine; Augusta (ME); Hybrid; USD 29,000 - 40,000; Full time

Benefits offered by this job

Paid holidays

Sick leave

Vacation leave

Health insurance

Dental insurance

Retirement plan

Gym membership reimbursement

Flexible spending accounts

Parental leave

Deferred compensation

Job summary

Maine Department of Labor is seeking an Unemployment Compensation Eligibility Agent to determine initial and ongoing benefit eligibility by gathering information and applying program rules. You will work with claimants, employers, and partners to verify data, resolve issues, and ensure accurate monetary determinations.

The role emphasizes customer service, attention to detail, and sound judgment, with a hybrid work schedule.

Qualifications

• Solid knowledge of unemployment benefit eligibility rules and state/federal programs.
• Strong verbal and nonverbal communication and interview techniques.
• Ability to read and implement complex policies and forms.
• Experience with maintaining accurate, well-documented case records.

Responsibilities

• Interview applicants to determine initial and ongoing eligibility for benefits.
• Evaluate information to establish eligibility and determine benefits.
• Explain eligibility requirements and clients' rights and responsibilities.
• Detect and resolve discrepancies to ensure accuracy and completeness.
• Refer clients to related programs and services as needed.
• Develop reports and participate in hearings to support the State's case.

Skills

Interviewing methods

Eligibility determination

Communication skills

Documentation

Policy interpretation

De-escalation

Case records

Education

Four-year combination of education/experience

Bachelor's degree in Social Services or related field

Tools

Computer literacy

Job description

Department of Labor - Bureau of Unemployment CompensationJob Class Code: 0753 Grade: 19 - Professional TechnicalSalary: $20.73 to $28.73/HourLocation: Augusta, Bangor, or Presque IsleOpening Date: 10/28/2026Closing Date: 11/12/2026Currently, this position is not eligible for visa sponsorship or STEM OPT extensions.

Job Summary:

Join the Maine Department of Labor and make a difference through public service. As an Unemployment Compensation (UC) Eligibility Agent, you will help people access unemployment benefits by gathering information, reviewing eligibility, and resolving claim issues. Your work will help ensure benefits are paid accurately, fairly, and in accordance with state and federal law.In this role, you will work directly with claimants, employers, and other partners to obtain and verify information, determine initial and ongoing eligibility for benefits, resolve issues that affect claims, and review monetary determinations for accuracy. Work is performed under general supervision and requires sound judgment, attention to detail, and a commitment to providing excellent customer service.This position is eligible for a hybrid work schedule. Employees are expected to work at least one day each week in the office.Hybrid work is not available immediately upon hire. New employees must first demonstrate the knowledge, skills, and abilities needed to perform the position independently. In most cases, hybrid work may be considered after successful completion of the six-month probationary period, although eligibility may be approved earlier if competency is demonstrated and operational needs allow.

Primary Responsibilities:

• Interview applicants to determine initial and ongoing eligibility for program benefits.
• Evaluate information and apply allowable standards and criteria to establish program eligibility and determine benefits accurately.
• Explains program eligibility requirements, rules and regulations, and individual rights and responsibilities to advise clients.
• Detects and resolves discrepancies in the information provided to ensure accuracy and completeness.
• Refers clients to various programs to make referrals to increase claimant marketability and assist applicants in obtaining needed and appropriate services.
• Develops reports, testifies, and represents the Department at hearings to support the State's case.
• Researches and identifies possible benefit overpayments, assesses causes, and determines the potential for misrepresentation to make referrals and/or to identify the scope of non-fraudulent overpayments.
• Examines and evaluates primary and collateral information contained in case records to determine ongoing accuracy and address deficiencies.

Knowledge, Skills, and Abilities:

• Knowledge ofApplicable agency laws, rules, policies, procedures, terminology, core operations, and eligibility requirements for unemployment benefit programs.
• Verbal and nonverbal communication and behavior.
• Interviewing methods and techniques.
• Standard computer desktop programs.
• Federal, state, and local programs and services available for client groups.
• Hearings procedures.
• Ability toCommunicate effectively.
• Write clearly and effectively.
• Work independently.
• Organize and prioritize work effectively.
• Read and implement policies, guidelines, complex forms, and documents.
• Organize your own thinking and respond calmly to de-escalate various situations and deal effectively with people of various social and economic backgrounds.
• Evaluate the client's situation and offer advice on solving immediate problems.
• Maintain accurate, complete, and well-documented case records.
• Respond effectively to adverse situations.
• Gather and analyze information and make sound recommendations.
• Prepare and present case facts, evidence, and testimony.

Minimum Qualifications:

(Entry level knowledges, skills, and/or abilities may be acquired through, BUT ARE NOT LIMITED TO the following coursework/training and/or experience).A four (4) year combination of education, training, and/or progressively responsible experience that demonstrates competency in applying a solid knowledge of the principles and practices of quality customer service and complex work in assisting the public with applications, program benefits, or employment services that have an eligibility or compliance component, interviewing and data gathering skills as needed to form basis for judgments in eligibility determinations, claims resolutions, and/or customer service requests - OR - a Bachelors Degree in Social Services, Business Administration, or other related field.

Benefits of working for the State of Maine:

• Work-Life Balance - Rest is essential. Take time for yourself using 13 paid holidays, 12 days of sick leave, and 3+ weeks of vacation leave annually. Vacation leave accrual increases with years of service, and overtime-exempt employees receive personal leave.
• Health Insurance Coverage - The State of Maine pays 85%-100% of employee-only premiums ($11,857.68-$13,950.24 annual value), depending on salary. Use this chart to find the premium costs for you and your family, including the percentage of dependent coverage paid by the State.
• Health Insurance Premium Credit - Participation decreases employee-only premiums by 5%. Visit the Office of Employee Health and Wellness for more information about program requirements.
• Dental Insurance - The State of Maine pays 100% of employee-only dental premiums ($365.28 annual value).
• Retirement Plan - The State of Maine contributes 14.06% of pay to the Maine Public Employees Retirement System (MainePERS), on behalf of the employee.
• Gym Membership Reimbursement - Improve overall health with regular exercise and receive up to $40 per month to offset this expense.
• Health and Dependent Care Flexible Spending Accounts - Set aside money pre-tax to help pay for out-of-pocket health care expenses and/or daycare expenses.
• Public Service Student Loan Forgiveness - The State of Maine is a qualified employer for this federal program. For more information, visit the Federal Student Aid office.
• L living Resources Program - Navigate challenging work and life situations with our employee assistance program.
• Parental leave is one of the most important benefits for any working parent. All employees who are welcoming a child-including fathers and adoptive parents-receive forty-two (42) consecutive calendar days of fully paid parental leave. Additional, unpaid leave may also be available, under the Family and Medical Leave Act.
• Voluntary Deferred Compensation - Save additional pre-tax funds for retirement in a MaineSaves 457(b) account through payroll deductions.
• State employees are eligible for an extensive and highly competitive benefits package, covering many aspects of wellness. Learn about additional wellness benefits for State employees from the Office of Employee Health and Wellness. Note: Benefits may vary somewhat according to specific collective bargaining agreements and are prorated for anything less than full-time.

As an Equal Opportunity employer, Maine State Government embraces a culture of respect and awareness. We are committed to creating a strong sense of belonging for all team members, and our process ensures an inclusive environment to applicants of all backgrounds including diverse race, color, sex, sexual orientation or gender identity, physical or mental disability, religion, age, ancestry, national origin, familial status or genetics.

Contact Information:Questions about this position should be directed to: Deanna Moreau, [e-mail]