UI Customer Service Rep: Public Service Impact (Hybrid)

Montana; Helena (MT); Híbrido; USD 42.000 - 54.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Meaningful public service

Comprehensive benefits

PERS retirement

Hybrid work options

Career growth opportunities

Descripción de la vacante

Montana Department of Labor & Industry (Unemployment Insurance Division) is seeking a Customer Service Representative to be the frontline contact for employers and third-party administrators. You will resolve inquiries, guide UI compliance, and support filing and payments with a focus on accurate and timely service.

The role combines strong customer service with technical problem-solving to maintain program integrity and trust within Montana's business community.

Formación

• Provide professional, patient, and empathetic service, including conflict resolution and de-escalation skills when working with frustrated or non-compliant employers.
• Communicate clearly and effectively in writing and verbally, translating complex UI concepts into plain language for diverse audiences.
• Use active listening and effective questioning to accurately understand employer and TPA concerns and identify appropriate solutions.
• Diagnose technical and account-related issues in UI eServices for Employers, applying critical thinking to identify and implement practical solutions.
• Navigate web-based applications, portals, and multiple internal systems while assisting customers, with comfort using standard office software for documentation and reporting.
• Maintain accuracy when handling employer accounts, reports, and payments.
• Manage call queues, email and web messages, and follow-up tasks effectively to meet service expectations.
• Work effectively as part of a team, sharing knowledge and supporting shared goals.

Responsabilidades

• Deliver responsive customer service: Provide high-quality, courteous support to Montana employers and third-party administrators via phone, email, and secure web messaging, ensuring timely and accurate resolution of inquiries.
• Document interactions accurately: Record customer interactions and case details in accordance with agency standards to maintain accurate records and support consistent service.
• Troubleshoot technical issues: Research, analyze, and resolve issues related to UI eServices for Employers, providing step-by-step guidance and follow-up until issues are resolved.
• Support UI filing and payments: Assist employers with filing unemployment insurance reports and submitting payments through approved electronic systems, file formats, and payment methods.
• Support compliance and collections: Assist with delinquent or incomplete quarterly reports and reinforce applicable reporting requirements with employers and their representatives.
• Simplify complex information: Translate UI rules, regulations, and processes into clear, actionable guidance for employers and TPAs.
• Collaborate across teams: Work with division, department, and agency staff to support regulatory compliance, process improvements, and technical service initiatives.
• Contribute to continuous improvement: Share knowledge and feedback with team members to strengthen service quality and support ongoing program enhancements.

Conocimientos

Customer service

Plain-language communication

Active listening

Problem-solving

Technology proficiency

Accuracy

Time management

Collaboration

Descripción del empleo

Montana Department of Labor & Industry (Unemployment Insurance Division) is seeking a Customer Service Representative to be the frontline contact for employers and third-party administrators. You will resolve inquiries, guide UI compliance, and support filing and payments with a focus on accurate and timely service.

The role combines strong customer service with technical problem-solving to maintain program integrity and trust within Montana's business community.