Unemployment Insurance Associate III

State of Maryland • Baltimore City, MD

1d • Hybrid

About The Position

The Maryland Department of Labor, Division of Unemployment Insurance, is hiring a full-time, permanent Unemployment Insurance Associate III in the Employer Call Center Unit of the Contributions Division. This is trainee-level work supporting units within the Unemployment Insurance Contributions Division. The employee learns to perform the work through training and by supporting higher-level positions, gaining knowledge of Maryland unemployment insurance laws, regulations, and directives. The role focuses on providing high-quality customer service to Maryland employers and does not supervise or lead other positions. The position is based in Baltimore City and may be eligible for a hybrid telework schedule of up to two days per week after successful completion of training and subject to agency telework requirements.

Requirements

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• Three years of general clerical or call center experience working directly with the public.
• General clerical or call center experience may substitute for required education at the rate of one year of experience for one year of education.
• Thirty credit hours at an accredited college or university may substitute for one year of experience.
• Must undergo state and FBI criminal background checks as a condition of employment because the position has access to federal tax information.
• Candidates are subject to a Division of Unemployment Insurance background check for unpaid debts resulting from unemployment insurance overpayment or fraud; unpaid debt may affect whether an offer is made.

Nice To Haves

• Experience handling a high volume of inbound customer calls.
• Experience navigating multiple computer applications while providing customer service.
• Spanish-speaking ability is strongly encouraged.

Responsibilities

• Perform support functions in the Employer Call Center Unit in accordance with federal and state unemployment insurance laws, regulations, and directives, and maintain employer accounts.
• Answer employer telephone calls and provide accurate information.
• Research employer inquiries concerning penalties and payments.
• Maintain accurate employer data in BEACON.
• Respond to written and telephone inquiries regarding account liability, classification, coverage, or service.
• Provide appeal rights for review determinations when appropriate.
• Review and process correspondence received through the USPS.
• Assist with internal and external requests concerning employer accounts.
• Help employers and agents activate accounts and create usernames and passwords.
• Explain state unemployment insurance laws, rules, and regulations to employers and their representatives.
• Maintain employer accounts, including processing inactivation requests and ensuring accounts are resolved for the correct quarters.
• Update employers’ addresses, email addresses, and phone numbers in BEACON.
• Assist with the benefit charge process and assignment of employer tax rates.
• Determine employer liability for unemployment insurance tax payments.
• Help employers file original wage reports and non-complex wage adjustments in BEACON.
• Assist with the Vendor Liability Offset Program and the federal Tax Offset Program.

Benefits

• Flexible hours and hybrid teleworking.
• Paid holidays, 12–13 per year.
• Generous paid annual, sick, personal, and compensatory leave.
• State pension defined-benefit plan.
• Tax-deferred supplemental retirement savings plans, including 401(k) and 457 plans.
• Comprehensive subsidized health, dental, and prescription plans, with little to no deductibles, free generic prescriptions, and free preventive 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