MISSION STATEMENT:
The Montana Department of Labor & Industry exists to promote and protect the well-being of Montana’s workers, employers and citizens, and to uphold their rights and responsibilities.
DLI CORE VALUES
- Customer Focus
- Individual Responsibility
- Individual Growth
- Ethics in the Workplace
- Continuous Improvement
Learn more about our department HERE!
JOB OVERVIEW:
Is customer service your talent? Are you looking for a work environment where you can make a difference and help people every day? Would you like to get started on your career with the State of Montana with potential for upward mobility? If so, then you may be interested in the Claims Examiner II position in the Unemployment Insurance Division.
Pay is based on your related education and experience. Initial pay will be set as a Claims Examiner I ($27,418-$33,358) and will move to pay as a Claims Examiner II upon successful completion of your training period. At that time the range will move to $33,794-$37,151.
Duties of this Call Center based position include but are not limited to:
- Assisting the public in the claim process, utilizing the external customer oriented online claims system to file the claim.
- Explaining the rights and responsibilities of Unemployment Insurance eligibility.
- Gathering facts necessary for processing claims to ensure accuracy, efficiency and compliance with Unemployment Insurance laws, rules and policies.
Once you have completed your training and become a Claims Examiner II, your duties will include but not limited to:
- Providing guidance and mentoring to Claims Examiner I staff.
- Providing support and complex information to claimants, co-workers, employers, other government agencies and interested parties.
QUALIFICATIONS:
If you are the right person for this opportunity, you will have the following knowledge, skills and abilities:
Knowledge:
- Effective verbal and written communication compassionately and firmly when serving challenging customers.
- Operation of a personal computer including the ability to research database systems and operating software such as Microsoft Outlook, Excel and Word.
- Office practices and procedures, business English, grammar, mathematics and information gathering techniques.
Skills:
- Offering exceptional customer service.
- Navigating multiple computer programs to accomplish work tasks, especially the skill of keyboarding quickly and accurately.
- Time management, processing and prioritizing a heavy workload with multiple deadlines.
Ability:
- Communicate compassionately and firmly by dealing with and diffusing tense situations.
- Identify complexity level of a claim according to the established facts.
- Establish and maintain effective working relationships with others.
- Learn and apply policies, procedures and explain the claims process.
PHYSICAL AND ENVIRONMENTAL DEMANDS:
This position requires extensive detailed deskwork while on the phone with customers for a large part of the day. Requires sitting for extended periods of time and operating a keyboard and computer screens with accuracy and detail. Travel may be required.
MINIMUM QUALIFICATIONS:
- Related education or experience equivalent to three (3) years.
- Directly related education includes post-secondary coursework in business/office administration or a related field.
- Relevant experience includes customer service, general office practices, research, and using databases and other software applications to accomplish work.
Equivalent combinations of education and experience may also be considered on a case-by-case basis.
DLI MPEA selection will be based on the following:
- Qualifications 30%, Capabilities 55% and Seniority 15%
HOW TO APPLY:
You are REQUIRED to attach a cover letter and resume at the time of application.
Please address the following in your cover letter (no more than 2 pages):
- Describe a professional example of when you had to handle a difficult situation or customer while providing quality customer service. Be specific as to why the situation was difficult, how you responded to the situation, and how you helped the person to create the best possible outcome. If you haven't had this experience, what would you do in this situation?
In your resume, include all work experience you have held that would help you qualify for this position, including duties and dates of employment (month & year - start & end).
A complete state application is not required; however, you will need to initiate the application and attach the cover letter and resume in order to be considered for this position. Failure to attach the cover letter and resume will result in your application being incomplete and will not be considered further.
Successful candidates will be asked to complete an ESkill test prior to being interviewed.
All documents for Veteran or Disability preference must be received or date stamped by the closing date. You will receive an email with instructions on how to submit such documents.
If you need an accommodation with the application process please contact the HR office.
For a copy of the complete job description send your request to dliapps@mt.gov
BENEFITS:
Your paycheck is just part of your total compensation package! Upon date of hire, employees are eligible for state paid premiums toward employee “core” medical, dental, and basic life insurance coverage. Employees earn 15 working days of annual leave, 12 days of sick leave and 10-11 paid holidays each year. Membership in a Retirement System - vesting criteria applies. Flexible schedules may be considered. Learn more about them HERE!
Applicant Pool Statement: If another department vacancy occurs in this job title within six months, the same applicant pool may be used for the selection.
Training Assignment: This agency may use a training assignment. Employees in training assignments may be paid below the base pay established by the agency pay rules. Conditions of the training assignment will be stated in writing at the time of hire.
Job: Office/Administrative/Clerical
Salary: $32,104.00 - 37,151.00 Yearly
Benefits Package Eligibility: Health Insurance, Paid Leave & Holidays, Retirement Plan
Number of Openings: 2
Employee Status: Regular
Schedule: Full-Time
Shift: Day Job
Travel: Yes, 5 % of the Time
Primary Location: Helena
Agency: Department of Labor & Industry
Union: Montana Public Employees Association (MPEA)
Bargaining Unit: 038 - MPEA-Labor & Industry
Posting Date: Oct 11, 2017, 11:09:16 AM
Closing Date (based on your computer's timezone): Oct 30, 2017, 11:59:00 PM
Required Application Materials: Cover Letter, Resume
Contact Name: Office of Human Resources | Contact Email: dliapps@mt.gov | Contact Phone:(406) 444-3710
The State of Montana has a decentralized human resources system and each agency is responsible for its own recruitment and selection process. An employee or applicant who needs a reasonable accommodation during the application or hiring process should contact the state agency human resources staff identified on the job listing as soon as possible or use the relay service by dialing 711. Montana Job Service Offices also offer support services including assisting applicants with submitting online applications.
Montana State Government does not discriminate based on race, color, national origin, religion, sex (including pregnancy, gender identity, or sexual orientation), age, physical or mental disability, genetic information, marital status, creed, political affiliation, veteran status, military service, retaliation, or any other factor not related to the merit and qualifications of an employee or applicant.