Unemployment Insurance Associate III Call Center-Contributions Unit

Position: UNEMPLOYMENT INSURANCE ASSOCIATE III Employer Call Center-Contributions Unit
Introduction

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 III within the Employer Call Center Unit of the Contributions Division . 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 supporting Maryland employers employers by providing professional customer focused service and assistance with unemployment insurance contributions matters.

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.

GRADE

ASTD
10

LOCATION OF POSITION

Baltimore City

Main Purpose of Job

This position is the trainee level of work in the various units within the Unemployment Insurance Contributions Division. Employees in this classification learn to perform work. Employees in this classification will primarily be focused on providing high-quality customer service. This position provides support in carrying out the functions of the units within the areas of Maryland Unemployment Insurance Contributions Division. Through training and providing support to higher level positions, this position will be given knowledge in Maryland’s Unemployment Insurance laws, regulations, and directives.

An employee in this classification does not supervise or lead other positions.

POSITION DUTIES

• Performs support functions within the Employer Call Center Unit of the Employer Services Section in accordance with federal and state unemployment insurance laws, regulations, directives and maintenance of accounts.
• Answer telephone calls and provide accurate information to Employers.
• Research information on employer inquiries regarding penalties and payments.
• Maintain accurate data for employers in BEACON.
• Respond to employer inquiries (written reply) and telephone contact regarding account liability, classification, or coverage or service.
• Provide appeal rights of Review determination when appropriate.
• Review and process correspondence that comes from the USPS.
• Assist all internal and external requests on employer accounts.
• Assist employers and agents in activating their accounts, creating usernames and passwords.
• Explain State Unemployment Insurance laws, rules and regulations to employers and their representatives.
• Account Maintenance of an employer Account.
• Process Employer inactivation requests submitted by internal and external customers and ensure the account has been fully resolved in the correct quarters.
• Change the address, email address and phone number in BEACON.
• Assist in benefit charge process and the assignment of tax rates to employers.
• Determine employer liability of payment of unemployment insurance taxes.
• Assists employers in filing original wage reports and non-complex wage adjustments in BEACON.
• Assist with the Vendor Liability Offset Program and the federal Tax Offset Program

Minimum Qualifications

Education:

Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience:

Three Years of general clerical or call center experience working with the public directly.

Notes

• 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…