Claims Agent; Unemployment Ins Associate

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.

We are committed to building a diverse and inclusive workforce. Spanish-speaking candidates are strongly encouraged to apply. Bilingual speakers are encouraged to apply.

ASTD8

Allegany – 128 Baltimore St., Cumberland, MD 21502

Wicomico – 1790 Westwood Dr., Salisbury, MD 21801

To serve as a Claims Agent within the Unemployment Insurance Claim Center, conducting interviews and collecting information necessary to process benefit claims. The primary responsibility involves telephone interactions to ensure accurate and timely distribution of Unemployment Insurance benefits.

• Answer inbound calls professionally, collecting demographic, wage, work information, severance and pension payments, medical documentation, disputed eligibility status, and other issues.
• Identify customer needs using active listening to verify eligibility and ensure prompt benefit payment.
• Enter claimant information into the BEACON mainframe data system, investigate, and resolve individual claim problems.
• Redirect customers by routing calls to appropriate departments or resources.

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• One year general clerical or call center experience working with the public directly.
• Substitution options: one year experience can replace one year education; 30 college credit hours can replace one year experience.

• High volume inbound call center experience.
• Experience identifying customer needs and resolving issues.
• Experience working with various computer software programs.

Personnel employed in this classification will have access to federal tax information and must undergo a state and FBI criminal background check. All candidates are subject to a background check to determine whether any monies are owed to MD Labor/DUI as a result of unemployment insurance over payment/fraud.

All information concerning your qualifications must be submitted by the closing date. Resumes are acceptable as additional information only if the application is completed in its entirety; otherwise the application will be subject to rejection. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible employment list for at least one year.

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. Please provide complete and accurate information on your application.

• 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 preventive health services.
• Flexible Spending Account plans for Health Care and Daycare.
• State Employees Credit Union.

If you are unable to apply online or encounter difficulty attaching required or optional documentation, you may submit via email to shauna.adams. Include your name, Easy # 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 addendums may be mailed to MD Dept. of Labor-Office of Human Resources, Attn: / (UI Associate I/SA), 100 S.

Charles Street, Baltimore, MD 21201. TTY Users: call via Maryland Relay.

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.