UI Professional III (Employer Call Center Professional)

Introduction

The Maryland Department of Labor, (MD Labor),\r\nDivision of Unemployment Insurance is accepting applications from qualified candidates\r\nfor the position of UI Professional III. This recruitment will be used to fill\r\ncurrent and future vacancies. The resulting eligible list will be maintained\r\nfor one year after the closing date of the announcement.\r\n\r\n

GRADE

14 \r\n

LOCATION OF POSITION

100 S. Charles St. Baltimore, Maryland 21201.\r\n

Main Purpose of Job

This position is intermediate level of work in the various units within the Unemployment Insurance Contributions Division.\r\nEmployees in this classification perform work as a UI Professional III. Employees in this classification will primarily determine the liability of employers to pay Maryland Unemployment Insurance taxes, maintain accurate data for all employers who are liable, service employers who are liable, service employers when necessary, and investigate and respond via telephone or letter to employer inquiries concerning their liability to provide unemployment insurance\r\ncoverage. An employee in this classification does not supervise or lead other positions.

POSITION DUTIES

\r\n\r\n Answers telephone calls and provide accurate information to Employers.\r\n Maintains accurate data for employers in BEACON.\r\n Responds to employer inquiries (written reply) and telephone contact regarding account liability, classification, or�coverage or service. Provide appeal rights of Review determination when appropriate.\r\n Reviews and process correspondence that comes from the USPS.\r\n Assists in all internal and external requests on employer accounts.\r\n Assist employers and agents in activating their accounts, creating usernames and passwords.\r\n Explains State Unemployment Insurance laws, rules and regulations to employers and their representatives.\r\n Assists in the Account Maintenance of an employer Account.\r\n Processes employer inactivation requests submitted by internal and external customers and ensure the account�has been fully resolved in the correct quarters.\r\n Changes the address, email address and phone number in BEACON.\r\n Provides accurate information on the benefit charges incurred on an employer account.\r\n Other duties as assigned.\r\n\r\n\r\n

MINIMUM QUALIFICATIONS

Applications that meet the minimum and\r\nselective qualifications will be referred to the hiring manager for interview\r\nselection. Units will select those candidates most closely demonstrating the\r\nqualifications for interview.�\r\nExperience: Six years of experience in a public/or private agency rendering and/or determining eligibility for a Human Service Program or other programs.\r\nNotes:\r\n1. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and two years of experience in a public/or private agency rendering and/or determining eligibility for a Human Service Program or other programs for the required experience.\r\n2.�Candidates may substitute additional graduate level education at an accredited college or university at the rate of 30 credit hours on a year-for-year basis for the required experience.\r\n

SELECTIVE QUALIFICATIONS

Applicants\r\nmust meet the selective qualification(s) to be considered.�Include clear\r\nand specific information on your application regarding�your\r\nqualifications.\r\n(6) months of experience with Maryland Unemployment Insurance Tax Laws.\r\n

DESIRED OR PREFERRED QUALIFICATIONS

Preference will be given to applicants�who\r\npossess the following preferred qualification(s).�Include clear and\r\nspecific information on your application regarding�your qualifications.\r\nExperience\r\nin Customer Service.\r\nExperience\r\nin performing clerical duties and data entry\r\nExperience\r\nwith Google and Microsoft Suites\r\nExperience\r\nworking in a Call Center \r\n\r\n\r\nExperience\r\nworking with the Unemployment Insurance system (BEACON)\r\n

SPECIAL REQUIREMENTS

Personnel employed in this classification will have access to\r\nfederal tax information and must undergo a state and FBI criminal background\r\ncheck as a condition of employment.�\r\nAll candidates are subject to a\r\nbackground check against files maintained by the Division of�Unemployment\r\nInsurance (MD Labor/DUI) to determine whether any monies are owed to MD Labor/DUI\r\nas a result of unemployment insurance overpayment/fraud. Any unpaid debt may\r\nhave an impact on whether or not a candidate is offered employment.\r\n

SELECTION PROCESS

Please make sure that you\r\nprovide sufficient information on your application to show that you meet the\r\nqualifications for this recruitment. All information concerning your\r\nqualifications must be submitted by the closing date.�We will not consider\r\ninformation submitted after this date.�Successful candidates will be\r\nranked as Best Qualified, Better Qualified, or Qualified and placed on\r\nthe�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\nAll information concerning the\r\nqualifications, including any required documentation (diploma, transcript,\r\ncertificate, etc.) must be submitted and received by the closing date.\r\nInformation submitted after this date will not be considered.\r\nFor positions that require\r\nBachelor/Master Degree etc:\r\nEducational credentials from\r\nforeign countries must be evaluated by an approved education review service.\r\nThis evaluation must be submitted prior to hire. For further information, you\r\nmay call International Consultants of Delaware, Inc. (302) 737-8715 or World\r\nEducation Services Inc. 1-800-932-3897 or (202) 331-2925.\r\n

EXAMINATION PROCESS

The assessment may consist of a\r\nrating of your education, training, and experience related to the requirements\r\nof the position.�It is important that you provide complete and accurate\r\ninformation on your application.�Please report all experience and\r\neducation that is related to this position.\r\nThe examination for this\r\nrecruitment will be an evaluation and rating of the information provided on\r\nyour application. Therefore, it is essential that the application is filled out\r\ncompletely and accurately, listing all relevant education and experience,\r\naddressing the specific qualifications shown above and submitting any required\r\ndocumentation (diploma, transcript, certification, license, etc.). Please\r\ninclude clear, detailed and specific information on your application regarding\r\nexperience qualifications related to the minimum qualifications, desired,\r\nand/or selective qualifications of the position.\r\n***Please\r\nnote that your answers on the supplemental questionnaire must correspond to the\r\ninformation provided on your application to receive credit.\r\n

BENEFITS

This is a\r\nfull-time, permanent position and eligible for full State benefits, which\r\ninclude:\r\n●�Flexible hours and hybrid teleworking\r\n●�Paid holidays 12-13 per year\r\n●�Generous paid leave package (annual, sick, personal and\r\ncompensatory leave)\r\n●�State Pension ('defined benefit' plan)\r\n●�Tax-deferred supplemental retirement savings plans (401(k)\r\nand 457)\r\n●�Comprehensive, subsidized health, dental and prescription\r\nplans with little to no ���deductibles, free\r\ngeneric prescriptions, and free preventative health services\r\n●�Flexible Spending Account plans for Health Care and Daycare\r\n●�State Employees Credit Union\r\nTo learn more,\r\nplease click this link:�STATE OF MARYLAND BENEFITS\r\n

FURTHER INSTRUCTIONS

The online application is STRONGLY preferred.\r\nHowever, if you are unable to apply online, or having difficulty with your\r\nlogin or password, please contact DBM's Helpdesk directly at (410) 767- 4850\r\n(8:00 AM to 5:00 PM daily, except for holidays and weekends). After business\r\nhours, please submit an email request to Application.Help@maryland.gov.\r\nU.S.�Military\r\nVeterans may qualify for additional bonus points towards certification. Any job\r\noffer will be contingent on the candidate providing a U.S. Military form DD 214\r\nverifying honorable discharge from service prior to starting employment (and\r\nmay be requested prior to interview).�Permanent State employees do not\r\nneed to submit proof of Veterans’ status.\r\nIf you are unable to apply online, or encounter difficulty\r\nattaching required or optional documentation,�You may contact Chevelle\r\nWise 410-230-6293 or submit via email to�chevelle.wise@maryland.gov. Please be sure to include your name, identification number (Easy\r\nID#) and job announcement number on any documentation to ensure timely\r\nprocessing.\r\nPLEASE DO NOT FAX OR\r\nEMAIL UNSOLICITED DOCUMENTATION\r\nCompleted applications,\r\nrequired documentation, and any required addendums may be mailed to:\r\nMaryland Department of\r\nLabor/Office of Administration\r\nAttn: UI Professional III (26-001152-0003) CW\r\n100 S. Charles Street, Tower I, Ste. 5000\r\nBaltimore, MD 21201\r\nThe MD State Application Form can be found\r\nonline\r\nMaryland Department of\r\nLabor is an equal opportunity employer. It is the policy of MD Labor that all\r\npersons have equal opportunity and access to employment opportunities,\r\nservices, and facilities without regard to race, religion, color, sex, age, national\r\norigin or ancestry, marital status, parental status, sexual orientation,\r\ndisability or veteran status.\r\n�\r\n