Unemployment Insurance Associate ; Claims Agent

Introduction

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 Claims 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 Claims Agent, the Unemployment Associate I will assist claimants with benefits claims while providing professional, customer focused service.

We are committed to building a diverse and inclusive workforce. Spanish‑speaking candidates are strongly encouraged to apply.

This position is eligible for a hybrid telework schedule of up to two (2) days per week, contingent upon the successful completion of training and meeting all applicable telework requirements in accordance with agency policy.

ASTD8

Baltimore County

Wicomico County

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:
Answering inbound calls in a timely manner and responding professionally when interviewing claimants for unemployment insurance benefits, excellent customer service is provided over the telephone in order to obtain and record demographic, wage, and work information, as well as information regarding severance and pension payments, medical documentation, disputed eligibility status, and various other issues.

Identifying customer needs:
Using active listening to understand customer questions, complaints, and overall needs in order to verify eligibility and ensure prompt payment of benefits.

Providing solutions:
Entering claimant information into BEACON mainframe data system, identify, investigate, and resolve problems related to individual claims for Unemployment Insurance benefits. Finding solutions to customer problems and providing sufficient answers.

Redirecting customers:
Routing 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 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.

• Experience handling a high volume of inbound customer calls
• Experience navigating multiple computer applications while providing customer service

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…