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 I functioning as a Associate 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 announcement’s closing date.

This position plays a vital role in serving Marylanders who are seeking assistance with Unemployment Insurance benefits. As a Associate 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:
  Respond professionally during inbound calls, interview claimants, obtain and record demographic, wage, and work information, and gather data on severance, pension payments, medical documentation, disputed eligibility status, and other issues.
• Identifying customer needs:
  Use active listening to understand customer questions, complaints, and overall needs in order to verify eligibility and ensure prompt payment of benefits.
• Providing solutions:
  Enter claimant information into BEACON mainframe data system, investigate and resolve problems related to individual claims for Unemployment Insurance benefits.
• Redirecting customers:
  Route 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.

• 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 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. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year. Resumes are acceptable as additional information only; however, the application must be completed in its entirety or it will be subject to rejection.

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…