Employment Security Assistant - Unemployment Call Center Agent - (US-WI-Appleton - 54919)

Minimum Education: None
Jobcode: 64690200
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Employment Security Assistant 3 - Unemployment Call Center Agent
Unemployment Insurance Division (Appleton, Eau Claire, Madison, Milwaukee)

Job Announcement Code: 07-02001

Deadline: July 12, 2008

Salary Information: Starting salary is $14.662 per hour, plus excellent benefits . (Note for current state employees: This position is in pay schedule 02, range 11. Pay and benefits upon appointment for current or former state employees may vary according to the applicable pay transaction provisions of the Compensation Plan, Wisconsin Administrative Code and/or collective bargaining agreement.) A six-month probationary period is required.


Introduction: The Department of Workforce Development (DWD), Unemployment Insurance (UI) Division is currently recruiting Unemployment Call Center Agents for its UI Call Centers, which are fast-paced, high-demand work environments. All customer contacts are handled over the telephone with consistent, regular calls from both unemployed persons and employers. If you enjoy working in a challenging environment and serving a diverse group of customers, please read on for information about the job duties and knowledge, skills, and abilities requirements. The employment register created from this recruitment will be used to fill multiple Unemployment Call Center Agent vacancies during the next six months or longer. It may also be used to fill a very limited number of other UI support positions in one or more of the following locations: Appleton, Eau Claire, Madison, and/or Milwaukee. This is a different position and different exam from the Unemployment Benefit Specialist 1 - Adjudicator position. To be considered for THIS position, you must take THIS exam.

Special Notes: This position will work varying hours between 7:00 a.m. and 6:00 p.m. The actual hours worked per week will vary depending on the workload. During high claim load periods, which are typically during the winter months but may occur during other times of the year, staff may work 40 hours or more per week. When the workload is lighter, hours will probably be reduced. New hires will be scheduled 40 hours per week for training during initial employment.

Job Duties: The Unemployment Call Center Agent is responsible for taking initial information over the telephone from unemployed persons who are seeking unemployment benefits. After the unemployed person enters basic information into a sophisticated telephone system, the Unemployment Call Center Agent interviews the person to clarify the reason(s) he/she is no longer working, employment history, and other necessary information to ensure accurate claim filing; enters information into a personal computer in a Windows environment; interprets and applies complex legal requirements, policies, and procedures to determine basic program eligibility; identifies possible issues related to eligibility for unemployment benefits needing adjudication; performs basic mathematical calculations to determine benefit rates; and answers questions over the telephone from unemployed persons and employers regarding the unemployment insurance program and procedures for filing claims.

Knowledge Required: Analytical and effective decision making skills. Ability to check and compare information for completeness and accuracy. Ability to use complex and sophisticated personal computer (PC) based software systems (e.g., Microsoft Windows applications such as Word, Excel, etc.). Ability to key proficiently on a PC. Ability to perform basic mathematical computations, including addition, subtraction, multiplication and division. Oral and written communication skills. Knowledge of proper language usage (e.g., grammar, punctuation, spelling, etc.). Customer service and interpersonal skills.

How to Apply: The examination for this position is scheduled at 8:30 a.m. on Saturday, July 12, 2008.

Monthly exam center application procedures pertain to this exam. There is no need to pre-register for this exam. Please bring a completed Application for State Employment , two #2 lead pencils, a standard non-programmable calculator, and a picture ID with you to the exam site. If you cannot download the Application for State Employment, there will be copies available for you to complete at the test site. However, plan to arrive at least 30 minutes early to allow enough time to complete the paperwork.

Exam locations: Below are the Madison and Milwaukee exam locations for this specific exam. Other exams scheduled for this month may be in different locations. All other statewide locations are listed on-line at “Monthly State Exams” ( http://wisc.jobs/public/links_summary_page.asp?catid=70 ).

MADISON: University of Wisconsin-Madison, Social Science Building. Located at the corner of Observatory Dr. and Charter St. 1180 Observatory Dr. For a map se