Unemployment Insurance Customer Service Agent

State Of Wisconsin Madison , WI 53706

Posted 7 months ago

The UI Call Centers are fast-paced, high-demand work environments. UI Customer Service Agents spend the day handling constant telephone calls and taking information over the phone from both unemployed persons who are seeking unemployment benefits, and employers. After the unemployed person enters basic information either online or into a telephone system, this position interviews the person as needed to clarify the reason(s) he/she is no longer working, and obtain employment history and other information necessary to ensure accurate claim filing. In order to determine if a person is eligible for the UI program, this position will interpret and apply complex legal requirements, policies, and procedures, and will identify possible issues related to UI eligibility that may need further review by an adjudicator or other staff person tasked with making the final determination. In addition, this position will perform basic mathematical calculations to determine benefit rates, and answer questions over the telephone from unemployed persons and employers regarding the unemployment insurance program and procedures for filing claims.

UI Customer Service Agents must be able to work well with others as part of a team, organize work to meet deadlines, adjust to changing priorities and backlogs, work independently, exercise independent judgment, and remain on the telephone handling incoming calls for long periods of time. For more information, please see the Position Description.

Special Notes: This job requires the ability to stay on the phone for long periods of time and to organize work in order to perform job duties within specified parameters, including time limits on calls. An extensive six-week training program is provided to newly hired employees.

These positions are initially hired into part time (60%) positions, but are required to be available to work 24 to 40 hours or more per week as needed based on business needs, especially during peak seasons of unemployment (late fall, winter and early spring). In addition, for the first six weeks on the job, all Customer Service Agents must be available between the hours of 7:45AM and 4:30PM for new-hire training.

A criminal background check and other checks may be required prior to appointment. For positions with access to sensitive federal tax information, FBI fingerprinting may also be required.

Applicants must be legally entitled to work in the United States (i.e. a US citizen or national or a lawful permanent resident) at the time of appointment. DWD does not sponsor visas and is not an eligible OPT employer for those with F1 visas. This is not a contract position. Any appointment made will be contingent on the applicant being able to prove valid status to work in the United States.

Minimally qualified applicants will have the following experience:

  • Written and verbal communication

  • Providing customer service.

  • Interpreting and applying rules, policies, or complex instructions.

  • Using basic office software such as Microsoft Word, Outlook, or similar.

  • Being punctual, organized, and independently finding necessary information.

In addition, well-qualified applicants will have any of the following experience:

  • Working in a call center

  • Using databases and/or mainframe systems

  • Working with government benefit and/or insurance programs

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Unemployment Insurance Customer Service Agent

State Of Wisconsin