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Department of Workforce Development
Unemployment Insurance Customer Service Agent - Deadline Extended
Job Announcement Code(s): 21-00428

Organization Logo
County(ies):
Dane, Eau Claire, Milwaukee, Outagamie, Waukesha
Classification Title: / JAC:
  Job Working Title:
EMPLOYMENT SECURITY ASSISTANT 3 21-00428
    Unemployment Insurance Customer Service Agent

Type of Employment:
Full Time (40 hrs/week)
Part Time (less than 40 hrs/week)
Salary:
Starting salary is $16.71 per hour, plus benefits. Those hired into a bilingual position will be paid an additional $1.00/hour. This classification is in pay schedule-range 02-11. Pay upon appointment is based on State Compensation plan. A 12-month probationary period will be required.
Special Qualifications:
Some positions may require bilingual ability to fluently speak Spanish/English languages.
Contact:
Erika Ryerson, Senior HR Specialist, DWDJobs@dwd.wisconsin.gov
Bargaining Unit:
Non-Represented
Area of Competition:
Open
Deadline to Apply:
3/3/2021
Application materials are due by 11:59pm on the deadline date listed above. The previous publication date was 02/22/2021. The previous deadline date was 03/01/2021.
Assessment Information:
19033 -  044  EMPLOYMENT SECURITY ASSISTANT 3 
Preview Assessment  

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Use your customer service experience to help people filing for unemployment insurance (UI) benefits! The Department of Workforce Development (DWD) has multiple full-time and part-time positions that pay $16.71/hour with benefits and advancement opportunities. These positions provide customer service in a call center environment Monday-Friday, 1st shift. A few of the available positions require bilingual skills in English and Spanish, and offer an additional $1.00/hour. Part-time positions may work anywhere from 24-40 hours per week, depending on business needs.

Several vacancies are located in Appleton (Outagamie County), Eau Claire (Eau Claire County), Madison (Dane County) and Menomonee Falls (Milwaukee or Waukesha County).

While these positions are not intended for solely remote work, the people hired may be permitted or required to work remotely at times due to government orders, social distancing requirements or other business needs. At this time, these positions are required to work remotely.

DWD offers an exciting place to work with an excellent benefits package, including over 6 weeks of paid time off, low-cost health insurance, a well-funded pension, a great employee assistance program, and many opportunities to develop and grow your skills. Find out why we love to Work for Wisconsin.

Position Summary:   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) they are 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 staff tasked with making the final determination.

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, remain on the telephone handling incoming calls for long periods of time, and resolve calls within specified time limits. Bilingual UI Customer Service Agents must be able to provide customer service in Spanish as well as in English. For more information, please see the Position Description and Bilingual Position Description.

The list created from this recruitment may also be used to fill similar Permanent, Project, or Limited Term Employment (LTE) positions.

Special Notes:   

In order to comply with the needs of remote work, Customer Service Agents will need to have access to high speed internet (minimum 20 MB/second download, 10MB/second upload) and the ability to perform confidential and professional telework. The computer provided by DWD must be connected to a modem via an ethernet cable, not via wireless connection.

Part-time (60%) positions are required to be available to work 24-40 hours/week or more as needed, especially during peak seasons of unemployment (typically winter). All new hires must be available full time for the first six weeks for remote new-hire training.

All applicants who may be appointed to this position may be required to allow DWD to conduct a background check or other checks to determine whether the circumstances of any conviction may be related to the job being filled.

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.

Qualifications:   Minimally qualified applicants will have the following experience:

  • Written and verbal communication

  • Providing full service to meet customer needs

  • Interpreting and applying rules, policies, or complex instructions

  • Using basic office software such as Microsoft Word, Outlook, web-based applications or similar

  • Being punctual, organized, and able to find necessary information independently
The ability to speak English and Spanish fluently is required for bilingual positions.

In addition, well-qualified applicants will have any of the following experience:
  • Working in a call center

  • Using databases/mainframe systems, and/or SharePoint or other data sharing software

  • Working with government benefit and/or insurance programs

How To Apply:   

To apply, click “Log In” to access your WiscJobs account (or to create a new account if you don’t already have one). Once you are logged in, click “Apply Now.” You will be asked to provide your personal information, a resume and a letter of qualifications describing the training and experience you have relevant to the position. Information on how to structure your resume and detailed letter of qualifications is available here, and this video shows how to attach your resume.

Failure to submit a resume and select "Save and Finalize" in your assessment will result in an incomplete application and ineligibility for this position. Once you submit your application, it may be reviewed prior to the application deadline. If you make changes after selecting "Save and Finalize" it is possible those changes may not be in the materials evaluated.

Materials will be evaluated by subject matter experts and the most qualified applicants will be invited to participate in the next step of the selection process. Interviews will be held from late March into April and will be conducted entirely by phone and email. We hope to extend offers of hire by early May for start dates in May.

Permanent classified state employees who are eligible for consideration (transfer, voluntary demotion, or former employees eligible for reinstatement) must complete the application process described above.

Veterans with at least a 30% service-connected disability rating should contact the HR Specialist listed above regarding eligibility for consideration under the non-competitive appointment process.

Application materials must be submitted by 11:59 PM on the deadline date listed above. If you have questions, please contact Erika Ryerson at DWDjobs@dwd.wi.gov.

DWD is an Equal Opportunity and Affirmative Action employer seeking a diverse and talented workforce. We provide reasonable accommodations to qualified applicants and employees with disabilities.

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