UI Contact Center Agent

Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.

At the State of Indiana, we don’t just talk about diversity and inclusion – Our goal is to create a welcoming, accessible, and equitable workplace, with a workforce that is representative of the State of Indiana population. We are proud to be an equal opportunity employer.

About the Indiana Department of Workforce Development (DWD):

Our mission is to develop a premier workforce that will allow Indiana employers to flourish and entice businesses from outside our state to relocate to Indiana. Everyone at DWD will be required to think outside-the-box; to determine metrics that will allow for measurement and improvement and efficiencies to be made along the way. Cutting edge technologies will be utilized to help assess Indiana’s employment future. If managed properly, Indiana’s workforce will be second to none and completely prepared for the next phase of the state and country’s economic growth.

Salary and Work Location:

This role is typically filled with a starting salary of $30,082. Additional compensation may be available for bilingual English-Spanish speakers.

This position is located in person at the Government Center in downtown Indianapolis. At times, there may be opportunity to work remotely.

When working remote this position requires you to use your own computer (no Chromebook).

You must have a broadband Internet connection at your home that supports consistent and reliable 20 MB/sec download speeds and 11.97 MB/sec upload speeds. You must be able to connect directly (via Ethernet) to your home Internet router. No WiFi or hot spot connections are permitted for State of Indiana work.

As the UI Contact Center Agent, you will typically be the first point of contact for claimants and employers and serve as a subject matter expert regarding Indiana’s unemployment insurance program. Daily contact involves communication with claimants, employers, and agency staff via phone calls, live chats or Email. You will adjudicate limited issues and handle complaints associated with the unemployment insurance system.

Your work will involve many variables requiring you to use judgment in applying pertinent guidelines and standards by ensuring agency policy is followed.

You will be expected to meet and/or exceed predetermined performance quality standards. Goals are achieved through successful completion of initial and on-going training and responding to coaching and feedback.

The essential functions of this role are as follows:

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  Adjudicate eligibility determinations for non-separating claimant issues on the basis of objective fact finding and legal analysis and in accordance with applicable laws, rules, regulations, court decisions and appeals.
• Obtain, review, and analyze information from customers and other available sources to determine availability for work, refusal of work, and suitability of work issues to make a determination on eligibility or continued eligibility for benefits.
• Explain laws, procedures and various unemployment programs to claimants and employers including benefit rights and eligibility requirements;
• Interview claimants and employers and documents facts concerning employment history or other relevant separation details.
• Respond to incoming phone calls, live chats and emails, interpreting procedures, rules and regulations and other components of Indiana’s unemployment insurance program.
• Research, identify and evaluate all relevant data to handle inquiries and complaints utilizing DWD’s resources; full knowledge of the Client Self Service System (CSS) in Uplink and the Employer Self Service System (ESS) in Uplink.
• Provide information and/or instruction to claimants, employers, third party administrators, employer agents, and other interested parties in laymen terms.
• Escalate issues to appropriate individuals or departments for resolution when required.
• Assist callers with technical/navigational issues related to the use of DWD’s self-service online application (CSS and ESS). This includes using Bomgar technology (or other similar technology) to remote in to a caller’s computer to assist them with their issues.
• Take ownership of each interaction to respond effectively, efficiently and with accuracy in order to provide a positive experience for every interaction.
• Provide information on non-unemployment insurance related issues that a caller might disclose (e.g. refer to WorkOne for employment assistance, refer to a local community provider).
• Obtain information from clients and assesses needs and eligibility for programs and services; identifies and refers eligible clients to programs and/or services; provides clients with information about other available programs, services and/or resources.

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time.

• The ideal candidate in this position will minimally have a high school diploma or HSE (High School Equivalency).
• Preferably 2 to 3 years work experience in program coordination; development; implementation or accredited college training in a related field.
• Previous Customer Service experience
• Exceptional interpersonal skills (customer focused and adaptability to different personality types)
• Excellent work attendance record
• Strong verbal communication skills along with active listening
• Proficient in keyboarding
• Maintain a professional demeanor in all situations
• Positive attitude, flexibility, and a team player
• Sound problem solving abilities
• Able to adapt quickly to changing priorities
• Able to maintain claimant/employer confidentiality
• Ability to listen to and respond to caller’s stories, which are oftentimes difficult, angry and/or emotional, while at the same time obtaining needed information from the caller in an efficient manner to assist the caller.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

• Three (3) medical plan options (including RX coverage) and vision/dental coverages
• Wellness program (offers premiums discount for the medical plan)
• Health savings account (includes bi-weekly state contribution)
• Deferred compensation account (similar to 401k plan) with employer match
• Two (2) fully-funded pension plan options
• Group life insurance
• Employee assistance program that allows for covered behavioral health visits
• Paid vacation, personal and sick time off
• Competitive leave policies covering a variety of employee needs
• 12 company paid holidays, 14 on election years
• Qualified employer for the Public Service Loan Forgiveness Program
• New Parent Leave
• Free Parking
• Free LinkedIn Learning
• DWD GOAL (Go Out and Learn) Tuition Assistance Program - Eligible employees have access to up to $5,000 in tuition assistance per fiscal year

Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to interview and to perform the essential functions of this role.