Claims Agent; Unemployment Ins Associate

Overview

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 Benefit Customer 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 benefits claims agent, the Unemployment Insurance Associate I will help individuals understand and access the services and support available through the state’s Unemployment Insurance program. We are committed to building a diverse and inclusive workforce. Spanish-speaking candidates are strongly encouraged to apply.

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Allegany- 128 Baltimore St., Cumberland, MD 21502
Wicomico- 1790 Westwood Dr., Salisbury, MD 21801

The primary responsibility of this role is to serve as a Claims Agent within the Unemployment Insurance Claim Center, conducting interviews and collecting information necessary to process benefit claims. This position involves telephone interactions to ensure the accurate and timely distribution of Unemployment Insurance benefits. Our core mission is to deliver exceptional, customer-focused service that supports the economic stability of the State of Maryland.

Bilingual speakers are encouraged to apply.

• Answering calls:
  Inbound calls are answered in a timely manner and interview claimants for unemployment insurance benefits, providing excellent customer service over the telephone to obtain and record demographic, wage, work information, as well as information regarding severance and pension payments, medical documentation, disputed eligibility status, and various other issues.
• Identifying customer needs:
  Use active listening to understand customer questions, complaints, and overall needs to verify eligibility and ensure prompt payment of benefits.
• Providing solutions:
  Enter claimant information into the BEACON mainframe data system, identify, investigate, and resolve problems related to individual claims for Unemployment Insurance benefits; find solutions to customer problems and provide sufficient answers.
• Redirecting customers:
  Route 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:
1) 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.
2) Applicants may substitute 30 credit hours at an accredited college or university for one year of experience.

Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications:

• High volume inbound call center experience
• Experience identifying customer needs and resolving issues
• Experience working with various computer software programs

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 over payment/fraud.

Any unpaid debt may have an impact on whether or not a candidate is offered employment.

Please ensure you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful…