Unemployment Insurance Operations Analyst

The Minnesota Department of Employment and Economic Development is dedicated to improving the well-being of Minnesotans by providing essential services. The Unemployment Insurance Operations Analyst will assist customers with inquiries and transactions related to unemployment benefits, ensuring high-quality customer service and adherence to established policies.

Responsibilities

• Answering customer questions
• Assisting customers with transactions
• Documenting any adjustments made to accounts
• Listening attentively to customer questions and identifying possible issues
• Communicating information and potential resolutions with clarity, respect, and empathy
• Maintaining a positive attitude in the face of challenging calls or circumstances
• Adhering to established policies, business processes, and other procedures
• Taking personal pride in providing top-notch customer service

Skills

• One (1) year of experience in customer service, including responding to inquiries, explaining policies, and handling difficult conversations
• Communication skills sufficient to respond to a variety of eligibility-related inquiries in a calm, clear, and consistent manner
• Computer skills sufficient to navigate multiple desktop applications while speaking to customers
• Experience explaining complex information and processes to customers
• Ability to work within a highly structured work environment
• Post-secondary certification, an associate's degree, or a bachelor's degree in any field
• Experience working in an inbound call center
• Ability to establish and maintain positive working relationships with managers, other employees, and the public
• Preferred candidates will have a variety of experiences working effectively with others from different backgrounds and cultures

Benefits

• Paid vacation and sick leave
• 12 paid holidays each year
• Low-cost medical, dental, vision, and prescription drug plans
• Fertility care, including IVF
• Diabetes care
• Dental and orthodontic care for adults and children
• 6 weeks paid leave for parents of newborn or newly adopted children
• Pension plan that provides income when you retire (after working at least three years)
• Employer paid life insurance to provide support for your family in the event of death
• Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
• Tax-free expense accounts for health, dental, and dependent care
• Resources that provide support and promote physical, emotional, social, and financial well-being
• Training, classes, and professional development
• Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)
• Employee Assistance Program (EAP) for work/life support
• A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
• Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
• Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

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