UNEMPLOYMENT INSURANCE ASSOCIATE I (Claims Agent)

State of Maryland; Towson (MD); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Flexible hours

Hybrid teleworking

Paid holidays

Generous leave

State Pension

Retirement plans (401(k) / 457)

Health, dental, prescription plans

Flexible Spending Account

Credit Union

Job summary

The Maryland Department of Labor, Division of Unemployment Insurance, seeks qualified individuals for the full-time, permanent Unemployment Insurance Associate I as a Claims Agent. This role conducts interviews, collects information, and processes benefits with a focus on exceptional service.

Spanish-speaking candidates are encouraged and a hybrid telework schedule is available up to two days per week. The position requires a high school diploma or GED and at least one year of clerical or call

Qualifications

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• 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.

Responsibilities

• Answer inbound calls professionally and interview claimants to obtain demographic, wage and work information.
• Identify customer needs and verify eligibility to ensure prompt payment of benefits.
• Enter claimant information into BEACON mainframe and resolve problems related to unemployment insurance claims.
• Redirect calls to appropriate departments or resources as needed.

Skills

Customer service

Communication

Telephone interviewing

Multitasking

Education

High school diploma or GED

Tools

BEACON mainframe

CRM system

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

Baltimore County

Wicomico County

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

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

• 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.

BENEFITS

• 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

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.