Unemployment Insurance Operations Analyst

** Job Class:
Unemployment Insurance Operations Analyst*
* ** Agency:
Department of Employment and Economic Development*
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** Job ** : 97877

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** Location** :
St. Paul

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** Telework Eligible** :
Yes, may be eligible for some telework

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** Full/Part Time** :
Full-Time

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** Regular/Temporary** :
Unlimited

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** Who May Apply** :
This vacancy is open for bids and for all qualified job seekers simultaneously. Bidders will be considered through 10/27/2026.

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** Date Posted** : 10/21/2026

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** Closing Date** : 10/27/2026

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** Hiring Agency/Seniority Unit** :
Department of Employment and Economic Development / MAPE

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** Division/Unit** :
Unemployment Insurance Customer Service Center

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** Work Shift/Work Hours** :
Day Shift, 8:00AM - 4:30PM

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** Days of Work** :
Monday - Friday

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** Travel Required** :
No

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** Salary Range:**  $26.12 - $37.91 / hourly; $54,538 - $79,156 / annually

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** Classified Status** :
Classified

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** Bargaining Unit**  **/Union** : 214 - Minnesota Association of Professional Employees / MAPE

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** FLSA Status** :
Nonexempt

+ Designated in Connect 700 Program for Applicants with Disabilities ((Use the "Apply for this Job" box below)./connect
700/) :
Yes

** The work you'll do is more than just a job.*
* At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

Do you want to leave work feeling like you make a difference every day? By providing great customer service, our staff help citizens of Minnesota navigate the challenges associated with losing a job.

We are currently filling multiple positions with the Minnesota Unemployment Insurance (UI) Program. Openings available in St. Paul.

The UI Program is part of the Minnesota Department of Employment and Economic Development (DEED). We provide temporary, partial wage replacement or unemployment benefits to workers who become unemployed through no fault of their own.

We are hiring customer service agents to work in our in-bound call center in St. Paul. Successful candidates will receive extensive, paid training before taking their first call.

Typical daily responsibilities involve answering customer questions, assisting customers with transactions, and documenting any adjustments you make to accounts. You will not be selling anything or making any outbound calls.

We are looking for candidates who will:

+ Be comfortable answering inbound phone calls for multiple hours per day.

+ Consistently attend work for all scheduled shifts.

+ Listen attentively to customer questions and identify possible issues.

+ Communicate information and postential resolutions with clarity, respoect, and empathy.

+ Maintain a positive attitude in the face of challenging calls or circumstances.

+ Consistently adhere to established policies, business processes, and other procedures (including escalating calls to other agents when appropriate).

+ Take personal pride in providing top-notch customer service.

This position is telework ()  eligible. Staff are provided with the tools and equipment to be successful in a virtual work environment. Please note, the telework policy could change with notice based on business needs.

This posting may be used to fill multiple positions.

** Minimum Qualifications*
* ** Please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held. Only applicants whose resumes clearly demonstrate fulfillment of each of these minimum qualifications will be considered for this position.*
* One (1) year of experience in a call center responding to inquiries, explaining policies, and handling difficult conversations.

Applicants that meet the above minimum qualification will be further evaluated on the following:

+ Communication skills sufficient to respond to a variety of eligibility-related inquiries in a calm, clear, and consistent manner.

+ Computer skills sufficient to navigate mulitple desktop applications while speaking to customers. Experience explaining complex information and processes to customers.

+ Ability to work within a highly structured work environment.

** Preferred Qualifications*
* + Post-Secondary certification, an…