Collections Agent 2

State of Montana•Helena, MT

6d•Hybrid

About The Position

The Collections Agent works in the Central Services Division collections team to recover unpaid or incorrectly paid unemployment insurance taxes from employers. The role helps maintain the financial soundness of Montana’s unemployment insurance program and ensure compliance with state and federal law, while supporting eligible workers and treating employers fairly. The position manages delinquent accounts and communicates with employers by phone, mail, and email to explain balances and payment options. It establishes and monitors payment agreements, prepares and files legal documents with district courts and other entities, coordinates with outside parties to resolve accounts, and documents case activity in a case management system. The role applies unemployment insurance laws, rules, and collection procedures consistently and fairly. The position is based in Montana; employees of the State of Montana must reside within the state. Hybrid schedules or partial telework may be available within Montana. Applicants must submit a resume and cover letter through the MT Careers site. A degree in business, accounting, finance, public administration, or a related field may supplement relevant experience but does not replace demonstrated skills and competencies; equivalent combinations of education and directly related experience will be considered.

Requirements

Experience in collections, accounts receivable, billing, tax, financial customer service, or another setting where resolving account balances or payment issues was a main part of the job.
Experience interpreting and applying laws, rules, policies, or procedures while balancing regulatory requirements with practical customer or business needs.
Strong written and verbal communication skills, including explaining financial or technical information to different audiences and handling difficult conversations.
Proficiency with Microsoft Outlook and office software, and ability to learn and use case management or electronic records systems.
Experience handling confidential records and sensitive financial information, following privacy rules, and exercising sound judgment.
Experience managing a large workload with competing deadlines while maintaining accuracy and following up.
Ability to learn, interpret, and apply unemployment insurance laws, regulations, and collection procedures to employer accounts.
Ability to provide respectful, solution-focused customer service, resolve disagreements, and find workable outcomes with employers.
Ability to discuss sensitive financial matters with empathy, tact, and professionalism and explain complex requirements in plain language.
Negotiation and problem-solving skills to assess employer circumstances and arrange payments balancing business capacity with agency requirements.
Attention to detail and ability to maintain complete, accurate, well-organized case records.
Ability to prioritize a high volume of cases, meet deadlines, and follow through with little supervision.

Nice To Haves

A degree in business, accounting, finance, public administration, or a related field may supplement relevant professional experience.

Responsibilities

Review, research, and manage a caseload of delinquent unemployment insurance tax accounts to collect balances accurately and on time.
Contact employers by phone, mail, and email to explain balances, reasons for amounts owed, and available payment options.
Establish payment agreements in accordance with agency policy, monitor compliance, and follow up on missed payments.
Prepare, file, and track legal documents with district courts and other entities to secure and recover unpaid taxes.
Coordinate with courts, employers, and other relevant parties to obtain information needed to resolve accounts.
Apply state and federal unemployment insurance laws, rules, and collection procedures consistently and fairly.
Record contacts, agreements, and actions thoroughly in the case management system to maintain accurate records ready for audit.

Benefits

Work/life balance, with hybrid schedules or partial telework potentially available within Montana.
38 paid days off a year, including vacation, sick leave, and holidays.
Up to 15 days of military leave with full pay.
Longevity raises for continuous service, as well as negotiated market increases and state statutory raises.
Health, dental, vision, and life insurance coverage; flexible spending accounts; and an employee assistance program.
Free telehealth and access to free employee medical clinics through the medical plan.
Choice between two retirement plans with an employer contribution of 8.73%–9.07% of annual salary; an optional 457(b) deferred compensation plan is also available.
Potential eligibility for Public Service Loan Forgiveness through employment with the State of Montana.
Career progression, training opportunities, and room for professional growth.
State employee discounts at various businesses across the state.
The position may be covered by a Voluntary Employee Beneficiary Association (VEBA).