Unemployment Compensation Eligibility Agent - multiple vacancies

Augusta, Maine, United States | Professional Technical | Full-time

Apply by: No close date

Department of Labor, Bureau of Unemployment Compensation

Opening Date:  April 15, 2021

Closing Date:   until filled 

Job Class Code:  0753
Grade:   19
Salary: $38,688(step 3) - $47,465(step 8) salary amounts shown reflect a starting salary at step 3

Location: Augusta

This is para-professional support work in a call center environment determining initial and continuing eligibility of claimants applying for or receiving unemployment benefits. Responsibilities include resolving claim issues, answering questions, obtaining and verifying information, determining applicant initial and continuing eligibility for program benefits and requires using independent judgment, initiative and discretion to make determinations on varied matters.

This posting is for multiple limited period positions.  Limited period positions may be up to two years, and include full benefits, seniority, and bargarining rights but are funded for a specific period.  The Department strives to continue the employment for people in limited period positions; however, that cannot be guaranteed at this time.

This position is not remote.  It is an office position located in Augusta.  

Duties include:

  • interviewing applicants to determine initial and on-going eligibility for program benefits
  • Evaluating information and applying allowable standards and criteria to accurately establish program eligibility and determine benefits 
  • Explaining program eligibility requirements, rules and regulations and individual rights and responsibilities
  • Researching and identifying possible benefit overpayments, assessing causes and determining potential misrepresentation
  • Examining and evaluating information contained in case records to determine ongoing accuracy and address deficiencies. 

Knowledge, Skills and Abilities required:

  • Ability to provide high quality customer service effectively and efficiently while maintaining quality and integrity.
  • Knowledge of verbal and nonverbal communication and behavior
  • Knowledge of interviewing methods and techniques
  • Knowledge of standard computer desktop programs
  • Ability to communicate effectively, write clearly and effectively and to work independently
  • Ability to organize and prioritize work effectively
  • Ability to read and implement policies, guidelines, complex forms and documents
  • Ability to organize own thinking and respond calmly to de-escalate a variety of situations and deal effectively with people of various social and economic backgrounds
  • Ability to evaluate client situation and offer advice in solving immediate problem
  • Ability to maintain accurate, complex and well-documented case records
  • Ability to respond effectively in adverse situations
  • Ability to gather and analyze information and make sound recommendations

Minimum Requirements:

A four (4) year combination of education, training and/or progressively responsible experience that demonstrates competency in applying a solid knowledge of the principles and practices of quality customer service.  Applicants must be able to work independently within a complex environment in assisting the public with applications, program benefits or employment services and possess interviewing skills and data gathering skills as needed to form the basis of judgments in eligibility determination, claims resolutions and/or customer services requests - OR - possess a Bachelors’ s degree in Social Services, Business Administration or another related field. 

Application Instructions:

Interested applicants need to apply online by selecting the "Apply for this opening" button along with uploading a cover letter, current resume, copies of post-secondary transcripts, licensing, registration and certifications.  If you require a paper application, please contact Human Resources at (207) 623-6700. 

Contact Information: 

Regional Manager Joe Allen at joseph.n.allen@maine.gov

Why work for the State of Maine?


The bi-weekly dollar values of some State-paid benefits include:

  • 14.11% of pay to retirement for bargaining unit positions
  • The value of State-paid Dental Insurance:  $14.60 biweekly.
  • At least 85% of the health insurance premium for the employee (up to $400.34).  Participating in the Health Premium Credit Program can increase the state-paid amount by 5%.  The level of the actual value of state paid Health Insurance will be based on the employee's wage rate and status with regard to the health credit premium payment.  To explore the detailed cost of coverage for specific situations, please consult these tables.

Maine State Government is an Equal Opportunity/Affirmative Action employer.  We provide reasonable accommodations to qualified individuals with disabilities upon request.