Collections Agent

State of Montana•Helena, MT

2d•Hybrid

About The Position

Do you have a knack for communication and a talent for turning challenges into success stories? Step into a role where your skills make a real impact for people across Montana. As part of our supportive, customer‑focused team, you’ll help individuals resolve unemployment insurance overpayments with fairness, respect, and understanding. Every conversation you lead helps protect public resources, build trust, and make a difference in your community. MISSION STATEMENT: Empowering all Montanans through work and opportunity. DLI CORE VALUES: Responsiveness Respect Integrity Excellence Cohesiveness It's about the people and the impact we make in our communities every day. We are proud of our open, team-based, supportive, and collaborative work environments. Learn more about DLI here. Position Overview: As a Collection Agent, you’ll be at the heart of a mission that keeps Montana’s unemployment insurance program strong, fair, and trusted. Every day is an opportunity to grow your professional skills while helping people get back on track and protecting valuable public resources. The Collection Agent role is about helping recover taxpayer money while treating people with dignity. You’ll work in the Central Services Division to recover unemployment insurance payments that should not have been issued, making sure the program remains fair and sustainable for everyone who truly needs it. Each day, you’ll talk with claimants, district courts, and other agencies to gather information, set up realistic repayment plans, and follow up to keep things on track. In this role, you’re not just enforcing rules, you’re helping Montanans navigate a stressful situation with clear communication, respect, and a commitment to doing the right thing. What's In It For You: Build in demand skills in communication, conflict resolution, and case management while working with a steady caseload that helps you grow confidence and judgment over time. Know your work matters every day as you help Montanans navigate a difficult moment, protect taxpayer dollars, and keep a vital safety net program strong and fair. Join a supportive team that values professionalism, collaboration, and work–life balance, with training and mentoring to help you succeed and advance. I would add the living in Montana language here instead.

Requirements

Customer communication and service: Deliver clear, respectful, and empathetic service when explaining policies, account details, or repayment options.
Conflict resolution and negotiation: De escalate tense interactions and reach reasonable repayment agreements that honor both claimant and agency needs.
Regulatory analysis and application: Interpret and apply unemployment insurance laws, regulations, and collection policies accurately and consistently.
Attention to detail and documentation: Maintain organized and precise records that ensure accountability and data integrity.
Time and workload management: Prioritize and complete multiple cases while meeting state and federal timelines.
Collaborative problem solving: Work effectively with team members, management, and partner agencies to achieve common program goals.
Professional judgment and ethics: Handle confidential information responsibly and make sound decisions aligned with public service values.
Demonstrated experience interpreting and applying laws, rules, or policies in a compliance, financial, or customer service setting.
Experience communicating complex decisions or repayment processes to the public with clarity and professionalism.
Proficiency in using electronic databases, case management tools, and standard office software such as Microsoft Outlook and Excel.
Demonstrated ability to manage detailed records, meet deadlines, and support organizational efficiency.
Ability to maintain composure in sensitive or conflict prone interactions and apply sound judgment in resolving issues.

Responsibilities

Take charge of your caseload: Own a diverse mix of accounts from start to finish, staying organized, thinking critically, and using good judgment as you guide each person’s case toward a fair, sustainable resolution.
Communicate with confidence: Reach out to claimants by phone, mail, or email to explain decisions in clear, everyday language, answer tough questions, and help people understand their options during what can be a stressful time.
Create workable solutions: Work one-on-one with claimants to build realistic repayment plans that follow state policies while fitting their financial situation, balancing persistence with empathy so more debts are resolved and fewer escalate.
Strengthen partnerships: Coordinate with the Department of Revenue, Department of Administration, and other partners so collection efforts are timely, lawful, and well aligned, helping public agencies work together as one system.
Master the details: Prepare, file, and track all necessary documents with care so every case file tells a complete story, supports any legal action if needed, and shows that each person was treated consistently and fairly.
Stay organized and transparent: Record every interaction and decision in detail to maintain accountability, support audits or reviews, and give your team accurate information for data driven decisions and policy improvements.
Uphold integrity and fairness: Apply laws and regulations the same way in every case while respecting each person’s circumstances, helping safeguard taxpayer dollars and maintain public trust in the unemployment insurance system.
Drive improvement and growth: Share what you see on the front lines, suggest changes that could prevent future overpayments or improve communication, and learn from experienced colleagues as part of a team focused on doing things better every year.

Benefits

Being able to enjoy the quality of life in the beautiful state of Montana is one of the benefits you will love about this opportunity!
Our mountains, waterways and open spaces provide not only beautiful scenery but year-round recreational opportunities including hiking, camping, biking, fishing, boating, hunting, skiing and snowmobiling.
Montana boasts a high-quality education system and a variety of entertainment including fairs, rodeos, and theaters.
Work/life balance with hybrid schedules or partial telework may be available within the state of Montana.
38 paid days off a year including vacation, sick leave and holidays.
Military leave: You’ll get up to 15 days of military leave with full pay.
Longevity raises with continuous service, as well as any negotiated market increases and state statutory raises.
Health, dental, vision, life insurance coverage, flexible spending accounts, EAP
Free telehealth and access to free employee medical clinics through our medical plan
Choice between two retirement plans with an employer contribution between 8.73% - 9.07% of your annual salary.
A third optional 457(b) deferred compensation plan is also available.
Public Service Loan Forgiveness- Employment with the State of Montana may qualify you to receive loan forgiveness
Career progression, training opportunities and room for professional growth.
State employee discounts at various businesses across the state.
This position may be eligible for a statutory $1.00 an hour base pay increase effective on July 1, 2026.
This position may be covered by a Voluntary Employee Beneficiary Association (VEBA)