Associate Call Representative Unemployment Ins Associate ; Contractual

Associate Call Representative Unemployment Ins Associate I (Contractual)

State of Maryland | Full – time | Maryland | Salary Negotiable | Notice:
Full-time Contractual

The Maryland Department of Labor, Division of Unemployment Insurance is seeking qualified and motivated individuals to fill the full‑time Contractual position of Unemployment Insurance Associate I functioning as an Associate Call Representative. This role supports current and future vacancies within the division and will maintain an eligible list of candidates for one year after the announcement’s closing date.

As an Associate Call Representative, the Unemployment Insurance Associate I will help Marylanders understand and access services and support available through the state’s Unemployment Insurance program. The position provides timely, accurate, and professional assistance to unemployment insurance claimants by handling inbound calls, managing high call volumes through the Genesys call system, and ensuring claimant information is properly collected, documented and processed in compliance with established policies and confidentiality standards.

• Allegany – 128 Baltimore St., Cumberland, MD 21502
• Wicomico – 1790 Westwood Dr., Salisbury, MD 21801
• Baltimore City – 100 S. Charles Street, Baltimore, MD 21201

The main purpose of the UI Associate/Benefit Call Representative position is to provide timely, accurate, and professional assistance to unemployment insurance claimants by handling inbound calls and supporting agency operations.

• Answer inbound calls in a timely manner and respond professionally when interviewing claimants for unemployment insurance benefits.
• Document demographic, wage, and work information, and details regarding severance, pension payments, medical documentation, disputed eligibility status, and other related issues.
• Use active listening to understand customer questions, complaints, and needs, verify eligibility, and ensure prompt payment of benefits.
• Enter claimant information into the BEACON mainframe data system, investigate and resolve problems related to individual claims.
• Redirect calls to the appropriate departments or resources when needed.

• Education:
  
  Graduation from an accredited high school or possession of a high school equivalency certificate.
• Experience:
  
  One year 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 a 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.

Not applicable.

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 to determine whether any monies are owed as a result of unemployment insurance over payment/fraud.

Contractual employees working 30 or more hours per week (or an average of 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents. The employee pays 25% of premiums; the State of Maryland subsidizes the remaining 75%. Dental, accidental death and dismemberment insurance, and life insurance may also be elected, with the employee responsible for the full premium.

Leave may be granted after 120 days worked within a 12‑month period, accruing at a rate of one hour for every 30 hours worked, not exceeding 40 hours per calendar year.

The Maryland Department of Labor is an equal opportunity employer. It is the policy of MD Labor that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status.