Associate Call Representative Unemployment Ins Associate ; Contractual

Position Overview

The Maryland Department of Labor, Division of Unemployment Insurance is seeking a qualified and motivated individual for a full‑time, contractual UI Associate I serving as an Associate Call Representative. The candidate will assist Maryland residents in accessing unemployment insurance benefits.

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

Eligible for a hybrid telework schedule of up to two days per week, contingent on successful training and adherence to agency telework requirements.

Provide timely, accurate, and professional assistance to unemployment insurance claimants by handling inbound calls and managing high call volumes through the Genesys call system.

• Answer inbound calls promptly and professionally, recording claimant demographic, wage, and work information.
• Use active listening to determine customer needs, verify eligibility, and ensure prompt benefit payments.
• Enter claimant data into the BEACON mainframe system, investigate and resolve claim issues, and provide solutions or sufficient answers.
• Redirect calls to appropriate departments or resources when necessary.

• High school graduation or equivalent.
• One year of general clerical or call‑center experience working with the public.
• Applicants may substitute one year of experience for one year of high‑school education, or up to 30 college credit hours for one year of experience.

• Must undergo state and FBI criminal background check.
• Must pass a background check for federal tax information and potential unpaid debt related to unemployment insurance over payment/fraud.

Contractual employees working 30+ hours per week (or average 130 hours per month) may be eligible for subsidized health benefits coverage under the State Employee and Retiree Health and Welfare Benefits Program. The state will subsidize 75% of premiums; employees pay 25%. Dental, accidental death, and life insurance are available, employees paying full premiums. Leave accrual: one hour per 30 hours worked, up to 40 hours per calendar year for employees who have worked 120 days in a 12‑month period.

The Maryland Department of Labor is an equal opportunity employer and provides equal opportunity and access to employment opportunities, services, and facilities to all persons regardless of race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability, or veteran status.