Collections Agent

Note:

Employees for the State of Montana must reside within Montana. All applications and required application documents must be submitted through the MT Careers site at:

Do you have a knack for communication and a talent for turning challenges into success stories? Step into a role where your skills make a real impact for people across Montana. As part of our supportive, customer‑focused team, you'll help individuals resolve unemployment insurance over payments with fairness, respect, and understanding. Every conversation you lead helps protect public resources, build trust, and make a difference in your community.

MISSION STATEMENT:

Empowering all Montanans through work and opportunity.

DLI CORE VALUES:

* Responsiveness

* Respect

* Integrity

* Excellence

* Cohesiveness

It's about the people and the impact we make in our communities every day. We are proud of our open, team-based, supportive, and collaborative work environments. Learn more about DLI here.

Position Overview:

As a Collection Agent, you'll be at the heart of a mission that keeps Montana's unemployment insurance program strong, fair, and trusted. Every day is an opportunity to grow your professional skills while helping people get back on track and protecting valuable public resources.

The Collection Agent role is about helping recover taxpayer money while treating people with dignity. You'll work in the Central Services Division to recover unemployment insurance payments that should not have been issued, making sure the program remains fair and sustainable for everyone who truly needs it. Each day, you'll talk with claimants, district courts, and other agencies to gather information, set up realistic repayment plans, and follow up to keep things on track.

In this role, you're not just enforcing rules, you're helping Montanans navigate a stressful situation with clear communication, respect, and a commitment to doing the right thing.

What's In It For You:

* Build in demand skills in communication, conflict resolution, and case management while working with a steady caseload that helps you grow confidence and judgment over time.

* Know your work matters every day as you help Montanans navigate a difficult moment, protect taxpayer dollars, and keep a vital safety net program strong and fair.

* Join a supportive team that values professionalism, collaboration, and work-life balance, with training and mentoring to help you succeed and advance.

* I would add the living in Montana language here instead.

Essential Functions:

What You'll Do Every Day

* Take charge of your caseload:
Own a diverse mix of accounts from start to finish, staying organized, thinking critically, and using good judgment as you guide each person's case toward a fair, sustainable resolution.

* Communicate with confidence:
Reach out to claimants by phone, mail, or email to explain decisions in clear, everyday language, answer tough questions, and help people understand their options during what can be a stressful time.

* Create workable solutions:
Work one-on-one with claimants to build realistic repayment plans that follow state policies while fitting their financial situation, balancing persistence with empathy so more debts are resolved and fewer escalate.

* Strengthen partnerships:
Coordinate with the Department of Revenue, Department of Administration, and other partners so collection efforts are timely, lawful, and well aligned, helping public agencies work together as one system.

* Master the details:
Prepare, file, and track all necessary documents with care so every case file tells a complete story, supports any legal action if needed, and shows that each person was treated consistently and fairly.

* Stay organized and transparent:
Record every interaction and decision in detail to maintain accountability, support audits or reviews, and give your team accurate information for data driven decisions and policy improvements.

* Uphold integrity and fairness:
Apply laws and regulations the same way in every case while respecting each person's circumstances, helping safeguard taxpayer dollars and maintain public trust in the unemployment insurance system.

* Drive improvement and…