DWD Contact Center Representative

About the Indiana Department of Workforce Development (DWD)

The Indiana Department of Workforce Development (DWD) aims to develop a premier workforce that enables Indiana employers to flourish and attracts businesses to relocate to the state. Employees at DWD are expected to think innovatively, establish metrics for measurement and improvement, and utilize cutting-edge technologies to assess Indiana’s employment future. With effective management, Indiana’s workforce will be second to none and fully prepared for future economic growth.

About the Role

As a Representative in the Contact Center, you will serve as a subject matter expert and first point of contact for claimants and employers, providing high-quality customer service through email, chat, and phone channels.

Responsibilities

• Serve as the primary point of contact for claimants and employers across phone, email, and chat channels.
• Handle inquiries, complaints, and complex questions by analyzing information, researching account details, and providing accurate, timely responses.
• Apply knowledge of Unemployment Insurance (UI) and related programs to process, investigate, and research claims.
• Make fact-based determinations and resolve complex aspects of claim progress and benefit payments.
• Meet established quality standards and performance KPIs through regular evaluations, maintaining accuracy, professionalism, and compliance in every customer interaction.
• Participate in ongoing training and developmental activities to maintain and expand program knowledge, stay current with policy changes, and improve customer service skills.
• Apply knowledge of state and federal guidelines to address customer inquiries related to overpayments, benefit eligibility, tax intercept issues, and other compliance-related topics.

Based on program area and needs, additional functions may include:

• Claims Specialist: Serve as a subject matter expert for a specific program area.
• Training Support: Provide administrative and logistical support to the Training Unit, including tracking equipment, troubleshooting technical issues, preparing training materials, and creating initiatives to improve unit functions.
• Appeals Support: Provide clerical and administrative support to administrative law judges, including researching, processing, preparing, and scheduling specialty hearings. Make fact-based decisions on incoming appeals requiring special processing and assist in resolving administrative or technical errors. Collaborate with management in other divisions to identify and resolve appellate issues and review new information from hearings to recommend solutions.
• Benefits Processing: Promote the SIDES program to employers and assist with filing and registration. Process, investigate, research, and establish applicants' entitlement to UI and TRA benefits. Communicate and collaborate with claimants, employers, federal and state agencies, and divisions to resolve complex claim and payment issues.
• Compliance: Assist with collecting overpaid Unemployment Insurance benefits through wage garnishment, ensuring fund release, sending recoupment requests to other states, and serving as a subject matter expert on State and Federal Tax Intercept issues.
• Customer Affairs: Serve as the first point of contact for claimants and employers, handling complaints and questions, analyzing information, and making eligibility determinations for certain claimant issues.

Requirements

• Specialized knowledge of department or agency programs.
• Working knowledge of state government administrative structure.
• Knowledge of data processing capabilities as they relate to the specific program area.
• Understanding of laws relating to the specific program area and the ability to interpret applicable rules and regulations.
• Organizational skills with the ability to prioritize tasks effectively and multitask.
• Strong oral and written communication skills.
• Attention to detail and proofreading skills.
• Ability to maintain confidentiality.
• Ability to establish cooperative work relationships.
• Ability to perform essential functions with or without reasonable accommodation.

A degree is not required. However, at least 5+ years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.

Supervisory Responsibilities

This role may be utilized in a supervisory capacity based on agency needs.

Pay

The salary for this position traditionally starts at $42,900.00.

Benefits

• Three medical plan options (including prescription coverage) as well as vision and dental plans.
• Wellness Rewards Program: Earn gift card rewards by completing wellness activities.
• Health savings account with bi-weekly state contribution.
• Deferred compensation 457(b) account (similar to a 401(k) plan) with employer match.
• Two fully-funded pension plan options.
• Comprehensive leave policies, including:
  • 150 hours of paid New Parent Leave.
  • Up to eight weeks of paid Childbirth Recovery Leave for eligible mothers.
  • Up to 15 hours of paid community service leave.
  • Combined 180 hours of paid vacation, personal, and sick leave time off.
  • 12 paid holidays (14 on election years).
• Education Reimbursement Program.
• Group life insurance.
• Referral Bonus program.
• Employee assistance program covering behavioral health visits.
• Qualified employer for the Public Service Loan Forgiveness Program.
• Free parking for most positions.
• Free LinkedIn Learning access.