UC Eligibility Agent - Multiple Vacancies

State of Maine•Augusta, GA

3d•Hybrid

About The Position

The Maine Department of Labor’s Bureau of Unemployment Compensation is hiring UC Eligibility Agents to help people access unemployment benefits. Agents gather and verify information, review eligibility, resolve claim issues, and help ensure benefits are paid accurately, fairly, and in accordance with state and federal law. The work involves direct contact with claimants, employers, and other partners to determine initial and ongoing eligibility, resolve issues affecting claims, and review monetary determinations for accuracy. Work is performed under general supervision and requires sound judgment, attention to detail, and a commitment to customer service. The position is eligible for a hybrid work schedule, with at least one day per week in the office. Hybrid work is not available immediately upon hire. In most cases it may be considered after successful completion of the six-month probationary period, though it may be approved earlier if the employee demonstrates competency and operational needs allow. The role is based in Augusta, Bangor, or Presque Isle, Maine. It is not eligible for visa sponsorship or STEM OPT extensions.

Requirements

A four-year combination of education, training, and/or progressively responsible experience demonstrating competency in quality customer service and complex public-facing work involving applications, program benefits, or employment services with eligibility or compliance components; interviewing and data-gathering skills used in eligibility determinations, claim resolutions, and/or customer service requests; OR a bachelor’s degree in Social Services, Business Administration, or a related field.
Knowledge of applicable agency laws, rules, policies, procedures, terminology, core operations, and unemployment benefit eligibility requirements.
Knowledge of verbal and nonverbal communication and behavior, interviewing methods and techniques, standard desktop computer programs, available federal, state, and local programs and services, and hearing procedures.
Ability to communicate effectively and write clearly and effectively.
Ability to work independently and organize and prioritize work effectively.
Ability to read and implement policies, guidelines, complex forms, and documents.
Ability to organize one’s thinking, respond calmly to de-escalate situations, and work effectively with people from varied social and economic backgrounds.
Ability to evaluate clients’ situations and offer advice on solving immediate problems.
Ability to maintain accurate, complete, and well-documented case records and respond effectively to adverse situations.
Ability to gather and analyze information, make sound recommendations, and prepare and present case facts, evidence, and testimony.

Responsibilities

Interview applicants to determine initial and ongoing eligibility for program benefits.
Evaluate information and apply allowable standards and criteria to establish eligibility and determine benefits accurately.
Explain program eligibility requirements, rules, regulations, and individual rights and responsibilities to clients.
Detect and resolve discrepancies in provided information to ensure accuracy and completeness.
Refer clients to programs and services that may increase claimant marketability or meet their needs.
Develop reports, testify, and represent the Department at hearings in support of the State’s case.
Research possible benefit overpayments, assess their causes, and determine potential misrepresentation or the scope of non-fraudulent overpayments.
Examine and evaluate primary and collateral information in case records to determine ongoing accuracy and address deficiencies.

Benefits

13 paid holidays, 12 days of sick leave, and at least three weeks of annual vacation leave; vacation accrual increases with years of service, and overtime-exempt employees receive personal leave.
The State pays 85%–100% of employee-only health insurance premiums, depending on salary; participation in the health insurance premium credit program reduces employee-only premiums by 5%.
The State pays 100% of employee-only dental insurance premiums.
The State contributes 14.06% of pay to the Maine Public Employees Retirement System (MainePERS).
Gym membership reimbursement of up to $40 per month.
Health and dependent care flexible spending accounts.
Eligibility for Public Service Student Loan Forgiveness through the State’s qualified-employer status.
Employee assistance through the Living Resources Program.
Forty-two consecutive calendar days of fully paid parental leave for employees welcoming a child, including fathers and adoptive parents; additional unpaid leave may be available under the Family and Medical Leave Act.
Voluntary deferred compensation through a MaineSaves 457(b) account.
Additional wellness benefits; benefits may vary by collective bargaining agreement and are prorated for less than full-time work.