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Hybrid Contact Center Agent

Date Posted:  Jun 7, 2022
Requisition ID:  316301

Indianapolis, IN, US, 46204


Work for Indiana

Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.


At the State of Indiana, we don’t just talk about diversity and inclusion – Our goal is to create a welcoming, accessible, and equitable workplace, with a workforce that is representative of the State of Indiana population. We are proud to be an equal opportunity employer.


About the Indiana Department of Workforce Development (DWD):

Our mission is to develop a premier workforce that will allow Indiana employers to flourish and entice businesses from outside our state to relocate to Indiana. Everyone at DWD will be required to think outside-the-box; to determine metrics that will allow for measurement and improvement and efficiencies to be made along the way. Cutting edge technologies will be utilized to help assess Indiana’s employment future. If managed properly, Indiana’s workforce will be second to none and completely prepared for the next phase of the state and country’s economic growth. 



This role is typically filled with a starting salary of $30,082.


Work Location:

This position is a hybrid position. After training, you will spend 3 days in the office and 2 days remotely. Training typically lasts 2 to 3 months. When working remotely, you will be required to have your computer hardwired into your internet utilizing an ethernet cable.  You will also need to provide a space to work in your home free of distractions. Remote work schedules are assigned due to the need of the agency.  Please note that there is always a potential for you to be required to come into the office due to employer needs. 

About the Job:

As the UI Contact Center Agent, you will typically be the first point of contact for claimants and employers and serve as a subject matter expert regarding Indiana’s unemployment insurance program.  Daily contact involves communication with claimants, employers, and agency staff via phone calls, live chats or Email.  You will adjudicate limited issues and handle complaints associated with the unemployment insurance system.  Your work will involve many variables requiring you to use judgment in applying pertinent guidelines and standards by ensuring agency policy is followed.  Having the ability to multi-task is expected for success in this position.  You will be expected to meet and/or exceed predetermined performance quality standards.  Goals are achieved through successful completion of initial and on-going training and responding to coaching and feedback. 

A Day in the Life:

The essential functions of this role are as follows:

  • Respond to incoming phone calls, live chats and emails, interpreting procedures, rules and regulations and other components of Indiana’s unemployment insurance program.
  • Research, identify and evaluate all relevant data to handle inquiries and complaints utilizing DWD’s resources
  • Adjudicate eligibility determinations for non-separating claimant issues on the basis of objective fact finding and legal analysis and in accordance with applicable laws, rules, regulations, court decisions and appeals.
  • Explain laws, procedures and various unemployment programs to claimants and employers including benefit rights and eligibility requirements;
  • Interview claimants and employers and documents facts concerning employment history or other relevant separation details.
  • Escalate issues to appropriate individuals or departments for resolution when required.
  • Assist callers with technical/navigational issues related to the use of DWD’s self-service online application (CSS and ESS).  This includes using Bomgar technology (or other similar technology) to remote in to a caller’s computer to assist them with their issues. 
  • Take ownership of each interaction to respond effectively, efficiently and with accuracy in order to provide a positive experience for every interaction.
  • Obtain information from clients and assesses needs and eligibility for programs and services; identifies and refers eligible clients to programs and/or services; provides clients with information about other available programs, services and/or resources.


The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time.

What You'll Need for Success:

A successful candidate is a self-starter who is able to meet deadlines and isn’t afraid of a challenge.


The ideal candidate will possess the following:

  • Minimally have a High School Diploma or High School Equivalent (HSE)
  • Ability to learn and apply information taught in training about unemployment compensation laws.
  • Ability to interpret and apply technical manuals, memos and written guidelines regarding the unemployment compensation laws of fifty states.
  • Ability to learn claims procedures.
  • Demonstration of professionalism and tact in dealing with agency staff, claimants, and employers.
  • Ability to communicate effectively state and federal statutes and administrative regulations, as well as policies and procedures to peers and subordinates.
  • Strong computer skills and the ability to quickly master new technology and incorporate it into the work routine.
  • Quick and efficient decision-making skills and excellent organizational and prioritization skills.

Supervisory Responsibilities/Direct Reports:

This role does not provide direct supervision to direct reports.


Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes: 

  • Three (3) medical plan options (including RX coverage) and vision/dental coverages 
  • Wellness program (offers premiums discount for the medical plan) 
  • Health savings account (includes bi-weekly state contribution) 
  • Deferred compensation account (similar to 401k plan) with employer match 
  • Two (2) fully-funded pension plan options 
  • Group life insurance 
  • Employee assistance program that allows for covered behavioral health visits 
  • Paid vacation, personal and sick time off 
  • Competitive leave policies covering a variety of employee needs 
  • 12 company paid holidays, 14 on election years 
  • Qualified employer for the Public Service Loan Forgiveness Program 
  • New Parent Leave 
  • Free Parking 
  • Free LinkedIn Learning
  • DWD GOAL (Go Out and Learn) Tuition Assistance Program - Eligible employees have access to up to $5,000 in tuition assistance per fiscal year


Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer.


Current Employee? Click here to apply.

Nearest Major Market: Indianapolis