Hybrid Contact Center Agent

Company: State of Indiana
Location: Kokomo
Posted on: August 6, 2022

Job Description:

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. As a proud equal opportunity employer, reasonable accommodations may be available to enable individuals with disabilities to interview and to perform the essential functions of a role. 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. Salary: 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: The Program Specialist serves as a claims specialist in the administrative office of the Employment Security Division with specific program areas. A Day in the Life: The essential functions of this role are as follows: * Researches and establishes applicants' entitlement to applicable program benefits.
* Acts as a consultant and specialist in programs for all local and administrative offices.
* Researches and recommends changes in program procedural problems and implements changes.
* Coordinates program with regional office personnel and discusses and evaluates problems and program goals.
* Prepares special statistical reports relative to program.
* Reviews and evaluates local office for non-monetary determinations of applicants' entitlement and unemployment insurance and recommends corrective action.
* Researches administrative office records on problem cases, analyzes individual problems and determines a course of action necessary to resolve the case.
* Advises local office managers and claims deputies on entitlement and procedures of program.
* Reviews manual procedures and keeps them current on special types of claims.
* Attends and participates in regional and national meetings relating to program.
* Makes suggestions as to needed changes in procedural manuals and claims forms.
* Assists in developing and designing required claims forms.
* Anticipates and coordinates requisition of claims forms and informational material.
* Follows-up on supply requisitions and deliveries.
* Updates contents and redesigns special directories, calendars, informational leaflets and booklets.
* Researches manual and makes needed changes.
* Develops, coordinates and conducts training classes for program claims personnel.
* Coordinates program and section needs relative to data processing. 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: * Specialized knowledge of one specific program area within Employment Security Division such as Federal Unemployment Insurance or Trade Readjustments Allowance.
* Thorough knowledge of administrative and local office operational objectives and ability to effect smooth operational programs.
* Knowledge of data processing capabilities as they relate to the specific program area.
* Understanding of the laws relating to specific program area and the ability to interpret applicable rules and regulations.
* Ability to write programs to install new revised procedures for the purpose of changes in the specific department or program area.
* Effectively communicate, both orally and in writing.
* Ability to relate to personnel on state, interstate, regional and national level. 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 premium discount for the medical plan and gift cards)
* 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 Equal Employment Opportunity: The State of Indiana is an Equal Opportunity Employer. Current Employee? Click here to apply.

Keywords: State of Indiana, Kokomo , Hybrid Contact Center Agent, Sales , Kokomo, Indiana