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Check with seller Bilingual Unemployment Insurance Customer Service Agent Milwaukee

Published date: April 3, 2022
  • Location: Milwaukee, Wisconsin, United States

Introduction

Use your customer service experience to help people filing for unemployment insurance (UI) benefits! The Department of Workforce Development (DWD) has a full-time English/ Spanish bilingual position available with benefits and advancement opportunities. This position provides customer service in a call center environment Monday-Friday, 1st shift.

Bilingual Customer Service Agent positions pay $17.05/hour, plus a $1/hour bilingual add-on. If you are interested in our UI Customer Service Agent positions but are not bilingual in English and Spanish, please apply via job opening 5353.

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

This position is headquartered at our Menomonee Falls office, near WI 190 and US 41, just a 20-minute drive from Milwaukee. We anticipate new hire training will be held in person. Once sufficient training is completed, the person hired may be permitted or required to work remotely at times due to social distancing or business needs. This position is not intended to work remotely on a permanent basis.

DWD offers interesting and meaningful work with an employee-friendly work environment, work-life balance, a casual office environment, flexibility, and many opportunities to grow your skills. The State of Wisconsin offers an exemplary benefits package with over 6 weeks paid time off, excellent insurance options (health, dental, vision, life, and more), a top-notch retirement program, and much more. Apply now to find out why we love to Work for Wisconsin.

Employee safety is important to us. DWD continues to follow state and federal guidelines regarding the COVID-19 pandemic.

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 Bilingual Position Description.

Salary Information

Starting salary is $17.05/hour + $1/hour bilingual add-on, and offer excellent benefits. For more benefits information, view our benefits overview, or more in-depth benefits e-learning.

A 12-month probationary period will be required. The classification title for these positions is Employment Security Assistant 3 (schedule 02, range 11). These positions are not represented in a collective bargaining unit.

Pay will be set in accordance with the State Compensation Plan in effect at the time of appointment. Starting pay may vary for current state employees.

Job Details

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.

All new hires must be available full time for the first six weeks for new-hire training.

We consider all qualified applicants regardless of criminal histories, consistent with applicable federal, state and local law. Finalists for 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. For positions with access to sensitive federal tax information, FBI fingerprinting may also be required.

All state employees are required to report their COVID vaccination status, whether vaccinated or not, and must provide supporting documentation if vaccinated. Newly hired employees will be required to submit this information within their first two weeks of employment.

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.

Qualified veterans with a 30% or more service-connected disability are eligible for non-competitive appointment to permanent positions in classified civil service under s 230.275 WI Stats. Ask the HR contact listed in this announcement for information on how to apply under this provision.

Qualifications

It is very important that you specify your experience for the qualifications that are marked with asterisks (*) in your letter and resume as these qualifications will be evaluated in the first step of the selection process. Additional qualifications may be evaluated in subsequent steps.

Minimally qualified applicants will have experience in the following required qualifications:

  • 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
Collecting accurate data, including attention to detail, and the ability to find necessary information independently
Written and verbal communication skills

The ability to speak Spanish and English fluently is required for bilingual positions.

In addition, well-qualified applicants will also have experience in any of the following preferred qualifications:

  • 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

Click "Apply for Job" to start the application process. That will prompt you to access your existing account or create a new account. You will be asked to attach a resume as part of the application process, and if you wish, you may also attach a letter of qualifications further describing how you meet the job qualifications. It is important that these materials clearly illustrate how your qualifications relate to the qualifications of this job. Additional guidance on developing your resume and letter of qualifications (including a template) is available at this link.

You will be required to answer a question regarding your bilingual skills, and please also update your language skills in the Qualifications – Profile Information section.

Please note that once you submit your application, you will not be able to update your materials.

What happens next? A panel will review your application materials to determine your eligibility for further consideration in the selection process. The most qualified applicants will be invited to participate in the next step of the selection process, which is typically a virtual interview.

If you have questions, please email DWDjobs2@dwd.wisconsin.gov.

DWD is an Affirmative Action and Equal Opportunity employer seeking a diverse and talented workforce. Veterans, women, people of color, LGBTQIA+, and people with disabilities are encouraged to apply. We provide reasonable accommodations to qualified applicants and employees with disabilities.

Deadline to Apply

Applications will be accepted until business needs are met. Applications submitted by Monday, April 4th, 2022 will be included in the next review.

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