Associate Call Representative; Unemployment Ins Associate ; Contractual

Introduction

The Maryland Department of Labor, Division of Unemployment Insurance is seeking qualified and motivated individuals for the full-time, Contractual position of Unemployment Insurance Associate Ifunctioning as aAssociate Call Representative.

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 plays a vital role in serving Marylanders who are seeking assistance with Unemployment Insurance benefits. As aAssociate Call Representative, the Unemployment Insurance Associate I will help individuals understand and access the services and support available through the state’s Unemployment Insurance program.

We are committed to building a diverse and inclusive workforce.

Spanish-speaking candidates are strongly encouraged to apply.

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Allegany- 128 Baltimore St., Cumberland, MD 21502 Wicomico- 1790 Westwood Dr., Salisbury, MD 21801 Baltimore City- 100 S. Charles Street Baltimore, MD 21201

The main purpose of the UI Associate/Benefit Call Representative position is to provide timely, accurate, and professional assistance to unemployment insurance claimants by handling inbound calls. The UI Associate supports agency operations by managing high call volumes through the Genesys call system, ensuring claimant information is properly collected, documented and processed in compliance with established policies, procedures, and confidentiality standards.

• 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.

• 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:
  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. Applicants may substitute 30 credit hours at an accredited college or university for one year experience.

NOT APPLICABLE.

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 over payment/fraud.

Any unpaid debt may have an impact on whether or not a candidate is offered employment.

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. Resumesare acceptable as additional information only; however, the application must be completed in its entirety or…