Unemployment Insurance Associate I

State of Maryland • Baltimore County, MD

9d • Hybrid

About The Position

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 Claims 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 Claims Agent, the Unemployment Associate I will assist claimants with benefits claims while providing professional, customer focused service. We are committed to building a diverse and inclusive workforce. Spanish-speaking candidates are strongly encouraged to apply. This position is eligible for a hybrid telework schedule of up to two (2) days per week, contingent upon the successful completion of training and meeting all applicable telework requirements in accordance with agency policy.

Requirements

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• 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.
• Personnel employed in this classification will have access to federal tax information and must undergo a state and FBI criminal background check as a condition of employment.
• All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (MD Labor/DUI) to determine whether any monies are owed to MD Labor/DUI as a result of unemployment insurance overpayment/fraud.

Nice To Haves

• Experience handling a high volume of inbound customer calls
• Experience navigating multiple computer applications while providing customer service

Responsibilities

• 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.
• Using active listening to understand customer questions, complaints, and overall needs in order to verify eligibility and ensure prompt payment of benefits.
• 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.
• 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