Customer Service Representative

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:

Are you a problem-solver who thrives on turning complex questions into clear, practical solutions? As a Customer Service Representative in Montana’s Unemployment Insurance Division, you’ll be the trusted point of contact for employers and third-party administrators navigating unemployment insurance requirements. Your work keeps Montana’s business community moving forward by helping employers stay compliant, resolve issues quickly, and focus on running and growing their operations.

If you’re ready to make a real impact supporting Montana’s workforce and business community while building your career in public service, we’d love to hear from you.

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The Unemployment Insurance Division supports Montana’s economy by administering unemployment insurance programs that serve employers, third-party administrators, and the state’s workforce. The Customer Service Representative is a primary point of contact for employers and TPAs, providing accurate guidance, resolving account and reporting issues, and supporting compliance with UI laws and reporting requirements. This position blends strong customer service with technical problem-solving to ensure Montana employers receive timely, accurate support.

Through clear, professional service, this role helps the division maintain program integrity and build lasting trust with the business community.

• Meaningful public service: Make a direct, visible impact on Montana’s economy by helping employers navigate unemployment insurance requirements and keep their businesses running smoothly.
• Comprehensive benefits: A competitive state benefits package, including medical, dental, and vision insurance along with paid vacation, sick leave, and holidays.
• Retirement security: Participation in the Montana Public Employees’ Retirement System (PERS), helping you build long-term financial stability.
• Supportive work environment: A workplace culture that values employee well-being, work-life balance, and open collaboration alongside strong customer service.
• Professional growth:Access to training, mentorship, and skill-building opportunities that support career advancement within the Department of Labor & Industry and state government.
• A knowledgeable team: Join a collaborative team of colleagues committed to continuous improvement and shared success.
• Career stability with purpose: A stable, mission-driven career with the State of Montana, serving the state’s workforce and business community.

• Deliver responsive customer service:Provide high-quality, courteous support to Montana employers and third-party administrators via phone, email, and secure web messaging, ensuring timely and accurate resolution of inquiries.
• Document interactions accurately: Record customer interactions and case details in accordance with agency standards to maintain accurate records and support consistent service.
• Troubleshoot technical issues: Research, analyze, and resolve issues related to UI eServices for Employers, providing step‑step guidance and follow‑up until issues are resolved.
• Support UI filing and payments: Assist employers with filing unemployment insurance reports and submitting payments through approved electronic systems, file formats, and payment methods.
• Support compliance and collections: Assist with…