Associate Call Representative (Unemployment Ins Associate I (Contractual))

Introduction

The Maryland Department of Labor, Division of Unemployment Insurance is seeking qualified and motivated individuals for the full-time, Contractual position of�Unemployment Insurance Associate I��functioning as a�Associate Call Representative.�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.\r\n\r\n\r\nThis position plays a vital role in serving Marylanders who are seeking assistance with Unemployment Insurance benefits. As a�Associate Call Representative, the Unemployment Insurance Associate I will help individuals understand and access the services and support available through the state’s Unemployment Insurance program.�\r\n\r\n\r\nWe are committed to building a diverse and inclusive workforce.�Spanish-speaking candidates are�strongly encouraged to apply.�\r\n\r\n\r\nThis 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.\r\n\r\n

GRADE

ASTD8\r\n

LOCATION OF POSITION

Allegany- 128 Baltimore St., Cumberland, MD 21502\r\n\r\nWicomico- 1790 Westwood Dr., Salisbury, MD 21801\r\n\r\n\r\nBaltimore City- 100 S. Charles Street Baltimore, MD 21201\r\n

Main Purpose of Job

The main purpose of the UI Associate/Benefit Call Representative position is to provide timely, accurate, and professional assistance to unemployment insurance claimants by handling inbound calls. The UI Associate supports agency operations by managing high call volumes through the Genesys call system, ensuring claimant information is properly collected, documented and processed in compliance with established policies, procedures, and confidentiality standards.\r\n

POSITION DUTIES

This position duties consist of but not limited to the following:\r\n\r\n\r\n\r\nAnswering 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.�\r\n\r\n\r\nIdentifying customer needs:��Using active listening to understand customer questions, complaints, and overall needs in order to verify eligibility and ensure prompt payment of benefits.� �\r\n\r\n\r\nProviding 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��\r\n\r\n\r\nRedirecting customers:�Routing calls to the appropriate departments or resources when needed\r\n

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate. \r\nExperience: One Year of general clerical or call center experience working with the public directly. \r\nNotes: \r\n\r\n1. 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.\r\n2. Applicants may substitute 30 credit hours at an accredited college or university for one year experience.\r\n\r\n\r\n\r\n

LICENSES, REGISTRATIONS AND CERTIFICATIONS

NOT APPLICABLE.\r\n\r\n

SPECIAL REQUIREMENTS

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.\r\nAll 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 overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.\r\n

SELECTION PROCESS

\r\nPlease make sure that 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 candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the�eligible (employment) list for at least one year.\r\nPlease note:�A resume may be attached as supplemental information; however, only the information provided in the application will be reviewed and considered in the evaluation process.\r\n\r\n\r\nAll information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.) must be submitted and received by the closing date. Information submitted after this date will not be considered.\r\nFor positions that require Bachelor/Master Degree etc:\r\nEducational credentials from foreign countries must be evaluated by an approved education review service. This evaluation must be submitted prior to hire. For further information, you may call International Consultants of Delaware, Inc. (302) 737-8715 or World Education Services Inc. 1-800-932-3897 or (202) 331-2925.\r\n\r\n\r\n\r\n

EXAMINATION PROCESS

\r\nThe assessment may consist of a rating of your education, training, and experience related to the requirements of the position.�It is important that you provide complete and accurate information on your application.�Please report all experience and education that is related to this position.\r\n***Please note that your answers on the supplemental questionnaire must correspond to the information provided on your application to receive credit.\r\n\r\n\r\n\r\n

BENEFITS

Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents. As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits.\r\n\r\nLeave may be granted to a contractual employee who has worked 120 days in a 12 month period. This leave accrues at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.\r\n\r\n

FURTHER INSTRUCTIONS

\r\n\r\nU.S.�Military Veterans may qualify for additional bonus points towards certification. Any job offer will be contingent on the candidate providing a U.S. Military form DD 214 verifying honorable discharge from service prior to starting employment (and may be requested prior to interview).�Permanent State employees do not need to submit proof of Veterans’ status.�\r\nIf you are unable to apply online, or encounter difficulty attaching required or optional documentation, you may submit via email to�shauna.adams@maryland.gov.�Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.\r\nPLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION.\r\nCompleted applications, required documentation, and any required addendums may be mailed to:\r\nMD Dept. of Labor-Office of Human Resources\r\nAttn: 26-003221-0002/ (UI Associate I/SA)\r\n100 S. Charles Street\r\nBaltimore, MD 21201\r\nTTY Users: call via Maryland Relay\r\nThe MD State Application Form can be found online.\r\nMaryland Department of Labor is an equal opportunity employer. It is the policy of MD Labor that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status.\r\n\r\n\r\n\r\n\r\n\r\n