Unemployment Insurance Operations Analyst

Job Description

**Job Details**
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**Job Class: Unemployment Insurance Operations Analyst**

**Agency: Department of Employment and Economic Development**

* **Job ID**: 79345
* **Location**: St. Paul
* **Telework Eligible**: Yes, may be eligible to telework up to two (2) days per week after the required training period.
* **Full/Part Time**: Full-Time
* **Regular/Temporary**: Unlimited
* **Who May Apply**: This vacancy is open for bids and for all qualified job seekers simultaneously. Bidders will be considered through 08/22/2024.
* **Date Posted**: 08/16/2024
* **Closing Date**: 08/23/2024
* **Hiring Agency/Seniority Unit**: Employ & Econ Development Dept / Employ & Economic Dev-MAPE
* **Division/Unit**: Unemployment Insurance / UI CSC St Paul
* **Work Shift/Work Hours**: Day Shift, 8am to 4:30pm
* **Days of Work**: Monday – Friday
* **Travel Required**: No
* **Salary Range:** $25.29 – $36.71 / hourly; $52,805 – $76,650 / annually
* **Classified Status**: Classified
* **Bargaining Unit/Union**: 214 – MN Assoc of Professional Empl/MAPE
* **FLSA Status**: Nonexempt
* Designated in Connect 700 Program for Applicants with Disabilities: 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.

**Job Summary**
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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, most frequently from people who have applied for unemployment benefits
* Consistently attend work for all scheduled shifts
* Listen attentively to customer questions and identify possible issues
* Communicate information and potential resolutions with clarity, respect, 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 posting may be used to fill multiple positions. The estimated start date for these positions is October 9th, 2024.
**Qualifications**
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### **Minimum Qualifications**

**To receive credit for your education and experience, your resume should clearly describe how you meet each minimum and/or preferred qualification listed, including dates of employment.**

One (1) year of experience in a position providing contact with the public and customer service.

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

Knowledge of communications sufficient to fluently communicate, inspect, understand, and respond to a variety of communications, such as customers’ questions and detailed instructions and procedures.

Computer skills sufficient to navigate multiple 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, Associates degree, or Bachelor’s degree in any field.

Ability to establish and maintain positive working relationships with managers, other employees, and the public.

Our employees are dedicated to ensuring cultural responsiveness. Preferred candidates will have a variety of experiences working effectively with others from different backgrounds and cultures.

### **Additional Requirements**

This position requires successful completion of the following:

Resumes of all applicants to this posting will be evaluated against the Minimum Qualifications stated above. If your skills match the required skills for this position, the department may contact you. Employee reference checks will be conducted on all finalists. This may include a review of documentation related to job performance and education. It includes contact with the applicant’s current and/or former employers.

A Criminal Background Check will be conducted on all finalists for this position. A criminal conviction will not automatically remove you from consideration for employment.

When the position requires travel and the applicant drives a state owned or leased vehicle, a driver’s license record check will be conducted.

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

**Application Details**
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### **How to Apply**

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the job information line at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.

### **Contact**

If you have questions about this position, contact Brooke Hancock at brooke.hancock@state.mn.us or 651-259-7258.

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Brooke Hancock at talent.acquisition.deed@state.mn.us.

The Department of Employment and Economic Development is an equal opportunity, affirmative action, and veteran-friendly employer, and encourages all qualified candidates to apply for job opportunities. If you are an individual with a disability who needs assistance or cannot access the online job application and search tools, please contact Karen Lilledahl at Karen.Lilledahl@state.mn.us. Please indicate what assistance is needed.

#### **Working together to improve the state we love.**

What do Minnesota’s State employees have in common?

* A sense of purpose in their work
* Connection with their coworkers and communities
* Opportunities for personal and professional growth

#### **Benefits**

As an employee, you’ll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

#### **Your benefits may include:**

* Paid vacation and sick leave
* 12 paid holidays each year
* Low-cost medical, dental, vision, and prescription drug plans
+ Fertility care, including IVF
+ Diabetes care
+ Dental and orthodontic care for adults and children
* 6 weeks paid leave for parents of newborn or newly adopted children
* Pension plan that provides income when you retire (after working at least three years)
* Employer paid life insurance to provide support for your family in the event of death
* Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
* Tax-free expense accounts for health, dental, and dependent care
* Resources that provide support and promote physical, emotional, social, and financial well-being

#### **Support to help you reach your career goals:**

* Training, classes, and professional development
* Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)

#### **Employee Assistance Program (EAP) for work/life support:**

* A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
* Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
* Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

**Programs, resources and benefits eligibility varies** based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

**EQUAL OPPORTUNITY EMPLOYERS**

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

**APPLICANTS WITH DISABILITIES**

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the job information line at 651-259-3637 or email careers@state.mn.us and let us know the support you need.