DWD Contact Center Representative

DWD Contact Center Representative

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

Role Overview: 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. Essential functions of this role include:

• Customer Service: Serves as the primary point of contact for claimants and employers across multiple channels including phone, email, and chat. Handles inquiries, complaints, and complex questions by analyzing information, researching account details, and providing accurate, timely responses.
• Claims Expertise: Applies knowledge of Unemployment Insurance (UI) and related program areas to process, investigate, and research claims. Makes fact-based determinations and resolves complex aspects of claim progress and benefit payments.
• Quality Standards & Evaluations: Expected to meet established quality standards and performance KPIs through regular evaluations. Maintains accuracy, professionalism, and compliance with policies in every customer interaction.
• Training & Development: Expected to participate in ongoing training and developmental activities on time to maintain and expand program knowledge, stay current with policy changes, and continuously improve customer service skills.
• Compliance Support: Applies knowledge of state and federal guidelines when addressing customer inquiries related to overpayments, benefit eligibility, tax intercept issues, and other compliance-related topics.

Salary: The salary for this position traditionally starts at $42,900.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.

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) as well as vision and dental plans
• Wellness Rewards Program: Complete wellness activities to earn gift card rewards
• Health savings account, which includes bi-weekly state contribution
• Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
• Two (2) fully-funded pension plan options
• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to: 150 hours of paid New Parent Leave and 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 that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parking for most positions
• Free LinkedIn Learning access

Equal Employment Opportunity: The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role.