UC Eligibility Agent - Multiple Vacancies

State of Maine

1d•$21 - $29•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 ensure benefits are paid accurately, fairly, and in accordance with state and federal law. The role involves working directly 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 calls for sound judgment, attention to detail, and excellent customer service. The position is based in Augusta, Bangor, or Presque Isle and is eligible for a hybrid schedule, with at least one day per week in the office. Hybrid work is not available immediately upon hire. New employees must first demonstrate the knowledge, skills, and abilities to perform independently. Hybrid work may generally be considered after successful completion of the six-month probationary period, or earlier if competency is demonstrated and operational needs allow.

Requirements

A four-year combination of education, training, and/or progressively responsible experience demonstrating competency in quality customer service and complex work assisting the public with applications, program benefits, or employment services involving eligibility or compliance; interviewing and data-gathering skills; and work supporting eligibility determinations, claims resolutions, and/or customer service requests; OR a bachelor's degree in Social Services, Business Administration, or another related field.
Knowledge of applicable agency laws, rules, policies, procedures, terminology, core operations, and unemployment benefit program eligibility requirements.
Knowledge of verbal and nonverbal communication and behavior, interviewing methods and techniques, standard computer desktop programs, available federal, state, and local programs and services, and hearings 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 deal effectively with people of various social and economic backgrounds.
Ability to evaluate client 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 program eligibility and determine benefits accurately.
Explain program eligibility requirements, rules, regulations, and individual rights and responsibilities to advise clients.
Detect and resolve discrepancies in information to ensure accuracy and completeness.
Refer clients to programs that may increase claimant marketability and help applicants obtain needed and appropriate services.
Develop reports, testify, and represent the Department at hearings to support the State's case.
Research possible benefit overpayments, assess their causes, and determine potential misrepresentation to make referrals or identify 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 more than 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; dependent coverage is also available.
A 5% employee-only health insurance premium credit is available for participants who meet program requirements.
The State pays 100% of employee-only dental insurance premiums.
The State contributes 14.06% of pay to the Maine Public Employees Retirement System.
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 qualifying-employer status.
Employee assistance through the Living Resources Program.
Forty-two consecutive calendar days of fully paid parental leave for employees welcoming a child, with additional unpaid leave potentially available under the Family and Medical Leave Act.
Voluntary deferred compensation through a MaineSaves 457(b) account.