Claims Agent

State of Maryland • Allegany, MD

9d

About The Position

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 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. GRADE ASTD8 LOCATION OF POSITION Allegany- 128 Baltimore St., Cumberland, MD 21502 Wicomico- 1790 Westwood Dr., Salisbury, MD 21801 Main Purpose of Job The primary responsibility of this role is to serve as a Claims Agent within the Unemployment Insurance Claim Center, conducting interviews and collecting information necessary to process benefit claims. This position involves telephone interactions to ensure the accurate and timely distribution of Unemployment Insurance benefits. Our core mission is to deliver exceptional, customer-focused service that supports the economic stability of the State of Maryland. Bilingual speakers are encouraged to apply.

Requirements

• 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.

Nice To Haves

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

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees