Job Information
DLLR - Cumberland Claims Center Customer Service Representative Agent in Cumberland, Maryland
This position will be located in the following demographic areas only:
Allegany County-Cumberland, Maryland
Baltimore City- Baltimore, Maryland.,
Baltimore County- Towson, Maryland
Prince George County- College Park, Maryland
Wicomico County- Salisbury, Maryland
Main Purpose of Job
The main purpose of this position will be performing as aUI Call Center Customer Service Representativewithin the Division of Unemployment Insurance Claim Center conducting interviews and gathering information to process Unemployment Insurance benefit claims. This role will require telephone and in-person services to facilitate the distribution of Unemployment Insurance benefits. Our main objective is to deliver top-notch, customer-centric services to promote the state's economic stability.
Spanish-speaking candidates are encouraged to apply.
POSITION DUTIES
This position duties consist of but not limited to the following:
Answering calls:
Answering inbound calls in a timely manner and responding professionally when interviewing claimants for unemployment insurance benefits, excellent customer service isprovided 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, disputedeligibility status, and various other issues.
Identifying customer needs:Using active listening to understand customer questions, complaints, and overall needs in order to verify eligibility and ensure prompt payment of benefits.
Providing solutions:
Entering claimant information into BEACON mainframe data system, identify, investigate, andresolve problems related to individual claims for Unemployment Insurance benefits.Finding solutions to customer problems and providing sufficient answers
Redirecting customers:Routing calls to the appropriate departments or resources when needed
MINIMUM QUALIFICATIONS
Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
Experience: One Year of general clerical or call center experience working with the public directly.
Notes:
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.
Applicants may substitute 30 credit hours at an accredited college or university for one year experience.
LICENSES, REGISTRATIONS AND CERTIFICATIONS
NOT APPLICABLE.
SPECIAL REQUIREMENTS
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