UNEMPLOYMENT INSURANCE ASSOCIATE III (Employer Call Center-Contributions Unit)

Maryland AG; Baltimore (MD); Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Hybrid telework

Paid holidays

Paid leave

State pension

Health insurance

Job summary

Maryland Department of Labor in Baltimore, MD seeks an Unemployment Insurance Associate III to deliver high-quality customer service within the Employer Call Center Unit. The role supports Maryland employers with unemployment insurance contributions and requires navigating BEACON software and state regulations.

The position offers a trainee pathway with training, a hybrid telework option up to two days per week, and a strong benefits package. Spanish-speaking candidates are encouraged to apply.

Qualifications

• High school graduation or GED.
• Three years of clerical or call center experience with the public.
• Ability to substitute education with experience per policy.

Responsibilities

• Provide high-quality customer service to employers.
• Answer telephone calls and provide accurate information.
• Maintain accurate employer data in BEACON.
• Assist with employer account activations and password resets.
• Explain unemployment insurance laws and regulations to employers.

Skills

Customer service

Call center experience

Multitasking

Education

High school diploma or GED

Tools

BEACON software

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 III within the Employer Call Center Unit of the Contributions Division. 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 supporting Maryland employers employers by providing professional customer focused service and assistance with unemployment insurance contributions matters.
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

ASTD10

LOCATION OF POSITION

Baltimore City

Main Purpose of Job

This position is the trainee level of work in the various units within the Unemployment Insurance Contributions Division. Employees in this classification learn to perform work. Employees in this classification will primarily be focused on providing high-quality customer service. This position provides support in carrying out the functions of the units within the areas of Maryland Unemployment Insurance Contributions Division. Through training and providing support to higher level positions, this position will be given knowledge in Maryland’s Unemployment Insurance laws, regulations, and directives. An employee in this classification does not supervise or lead other positions.

POSITION DUTIES

This position duties consist of but not limited to the following

• Performs support functions within the Employer Call Center Unit of the Employer Services Section in accordance with federal and state unemployment insurance laws, regulations, directives and maintenance of accounts.
• Answer telephone calls and provide accurate information to Employers.
• Research information on employer inquiries regarding penalties and payments.
• Maintain accurate data for employers in BEACON.
• Respond to employer inquiries (written reply) and telephone contact regarding account liability, classification, or coverage or service.
• Provide appeal rights of Review determination when appropriate.
• Review and process correspondence that comes from the USPS.
• Assist all internal and external requests on employer accounts.
• Assist employers and agents in activating their accounts, creating usernames and passwords.
• Explain State Unemployment Insurance laws, rules and regulations to employers and their representatives.
• Account Maintenance of an employer Account.
• Process Employer inactivation requests submitted by internal and external customers and ensure the account has been fully resolved in the correct quarters.
• Change the address, email address and phone number in BEACON.
• Assist in benefit charge process and the assignment of tax rates to employers.
• Determine employer liability of payment of unemployment insurance taxes.
• Assists employers in filing original wage reports and non-complex wage adjustments in BEACON.
• Assist with the Vendor Liability Offset Program and the federal Tax Offset Program

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate. Experience: Three Years 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.