Unemployment Insurance Associate I-Internal Only

           

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 Benefit Customer 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 benefits claims agent, 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. 

ASTD8

100 S Charles Street

The main purpose of this position will be performing as a BPC UI Call Center /Lobby Kiosk Customer Service Representative within the Division of Unemployment Insurance Claim Center conducting interviews and gathering information to process Unemployment Insurance benefit claims. This role will require providing telephone and in-person services to facilitate the distribution of Unemployment Insurance benefits. Our main objective is to deliver top-notch, customer-centric services to promote the economic stability of the state.

This position duties consist of but not limited to the following:

 

Answering calls: Responding promptly and professionally to Benefit Payment Control (BPC) inbound calls are essential when interviewing claimants for unemployment insurance benefits. Obtaining and recording demographic data, wage information, and work history as well as details on severance and pension payments, disputed eligibility status. Answering 1099G tax questions and inquires. Reviewing any overpayments accounts, addressing inquires related to billing, collections and repayment.

Identifying customer needs: Identifying customer needs with active listening skills. to understand customer questions, complaints, and overall needs in order to verify eligibility and ensure prompt payment of benefits.

Providing solutions: Entering claimant’s information into the Beacon cloud-based system, Identifying, investigating and resolving problems related to individual claims for unemployment insurance benefits.

Redirecting customers: Routing customers call to the appropriate department or resources when necessary.

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.

• 1 year or more experience in reviewing and approving identification & proof of identity documents.  

This recruitment is limited to current Labor employees only.

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 overpayment/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.

Resumes are acceptable as additional information only, however, the application must be completed in its entirety or it will be subject to rejection.

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. (302) 737-8715 or World Education Services Inc. 1-800-932-3897 or (202) 331-2925.

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.

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

 

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 shauna.adams@maryland.gov. 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: 25-003221-0006/ (UI Associate I/SA)
100 S. Charles Street
Baltimore, MD 21201

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.