What are the responsibilities and job description for the Unemployment Insurance Operations Analyst position at Minnesota Department of Employment and Economic Development?
Job Class: Unemployment Insurance Operations Analyst
Agency: Department of Employment and Economic Development
At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.
Do you want to leave work feeling like you make a difference every day? By providing great customer service, our staff help citizens of Minnesota navigate the challenges associated with losing a job.
We are currently filling multiple positions with the Minnesota Unemployment Insurance (UI) Program. Openings available in St. Paul.
The UI Program is part of the Minnesota Department of Employment and Economic Development (DEED). We provide temporary, partial wage replacement or unemployment benefits to workers who become unemployed through no fault of their own.
We are hiring customer service agents to work in our in-bound call center in St. Paul. Successful candidates will receive extensive, paid training before taking their first call.
Typical daily responsibilities involve answering customer questions, assisting customers with transactions, and documenting any adjustments you make to accounts. You will not be selling anything or making any outbound calls.
We are looking for candidates who will:
The estimated start date for this position is in late April.
Minimum Qualifications
Please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held. Only applicants whose resumes clearly demonstrate fulfillment of each of these minimum qualifications will be considered for this position.
One (1) year of experience in customer service, including answering inquiries, explaining policies, and handling difficult conversations over the phone.
Applicants that meet the above minimum qualification will be further evaluated on the following:
A job offer will be contingent upon successfully passing a background check. The background check may consist of the following components:
How To Apply
Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the Careers Help Desk at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.
Connect 700 Program
To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Talent Acquisition at talent.acquisition.deed@state.mn.us.
Veterans
To be considered with Veteran's Status, you MUST indicate this on your application and submit a copy of your DD-214 form and other required documentation to talent.acquisition.deed@state.mn.us by the closing date.
Recently Separated Veterans (RSV): Effective July 1, 2009, legislation provides that the top five RSV applicants who apply and meet the qualifications for a vacancy shall be granted an interview.
Certain Disabled Veterans: Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a non-competitive basis.
See the above links for criteria and eligibility.
Current State Employees
If you have questions about this position, contact Amina Hindi at amina.hindi@state.mn.us or 651-355-0415.
Working together to improve the state we love.
What do Minnesota's State employees have in common?
As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.
Your benefits may include:
EQUAL OPPORTUNITY EMPLOYERS
Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.
Applicants With Disabilities
Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email careers@state.mn.us and let us know the support you need.
The Department of Employment and Economic Development is an equal opportunity, affirmative action, and veteran-friendly employer, and encourages all qualified candidates to apply for job opportunities. If you are an individual with a disability who needs assistance or cannot access the online job application and search tools, please contact Karen Lilledahl at Karen.Lilledahl@state.mn.us. Please indicate what assistance is needed.
Agency: Department of Employment and Economic Development
- Job ID: 84385
- Location: St. Paul
- Telework Eligible: Yes, may be eligible to telework up to two (2) days per week after the required training period
- Full/Part Time: Full-Time
- Regular/Temporary: Unlimited
- Who May Apply: This vacancy is open for bids and for all qualified job seekers simultaneously. Bidders will be considered through 03/04/2025
- Date Posted: 02/26/2025
- Closing Date: 03/04/2025
- Hiring Agency/Seniority Unit: Department of Employment & Economic Development / MAPE
- Division/Unit: Unemployment Insurance
- Work Shift/Work Hours: Day Shift, 8am to 4:30pm
- Days of Work: Monday - Friday
- Travel Required: No
- Salary Range: $25.29 - $36.71 / hourly; $52,805 - $76,650 / annually
- Classified Status: Classified
- Bargaining Unit/Union: 214 - Minnesota Association of Professional Employees
- FLSA Status: Nonexempt
- Designated in Connect 700 Program for Applicants with Disabilities: Yes
At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.
Do you want to leave work feeling like you make a difference every day? By providing great customer service, our staff help citizens of Minnesota navigate the challenges associated with losing a job.
We are currently filling multiple positions with the Minnesota Unemployment Insurance (UI) Program. Openings available in St. Paul.
The UI Program is part of the Minnesota Department of Employment and Economic Development (DEED). We provide temporary, partial wage replacement or unemployment benefits to workers who become unemployed through no fault of their own.
We are hiring customer service agents to work in our in-bound call center in St. Paul. Successful candidates will receive extensive, paid training before taking their first call.
Typical daily responsibilities involve answering customer questions, assisting customers with transactions, and documenting any adjustments you make to accounts. You will not be selling anything or making any outbound calls.
We are looking for candidates who will:
- Be comfortable answering inbound phone calls for multiple hours per day, most frequently from people who have applied for unemployment benefits
- Consistently attend work for all scheduled shifts
- Listen attentively to customer questions and identify possible issues
- Communicate information and potential resolutions with clarity, respect, and empathy
- Maintain a positive attitude in the face of challenging calls or circumstances
- Consistently adhere to established policies, business processes, and other procedures (including escalating calls to other agents when appropriate)
- Take personal pride in providing top-notch customer service
The estimated start date for this position is in late April.
Minimum Qualifications
Please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held. Only applicants whose resumes clearly demonstrate fulfillment of each of these minimum qualifications will be considered for this position.
One (1) year of experience in customer service, including answering inquiries, explaining policies, and handling difficult conversations over the phone.
Applicants that meet the above minimum qualification will be further evaluated on the following:
- Knowledge of communications sufficient to fluently communicate, inspect, understand, and respond to a variety of communications, such as customers questions and detailed instructions and procedures.
- 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.
- Our employees are dedicated to ensuring cultural responsiveness. Preferred candidates will have a variety of experiences working effectively with others from different backgrounds and cultures.
A job offer will be contingent upon successfully passing a background check. The background check may consist of the following components:
- Criminal Background Check
- Employment Records Check (current and former State employees only)
- Employment Reference Check
- Conflict of Interest Review
- Driver’s License and Records Check
How To Apply
Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the Careers Help Desk at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.
Connect 700 Program
To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Talent Acquisition at talent.acquisition.deed@state.mn.us.
Veterans
To be considered with Veteran's Status, you MUST indicate this on your application and submit a copy of your DD-214 form and other required documentation to talent.acquisition.deed@state.mn.us by the closing date.
Recently Separated Veterans (RSV): Effective July 1, 2009, legislation provides that the top five RSV applicants who apply and meet the qualifications for a vacancy shall be granted an interview.
Certain Disabled Veterans: Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a non-competitive basis.
See the above links for criteria and eligibility.
Current State Employees
- Please apply via Self Service.
- If eligible for bidding or expression of interest: This vacancy will be open for bids/expression of interest and all qualified applicants simultaneously. Current employees of DEED who are currently in the same classification, who are eligible, and apply within the seven (7) day period will be considered prior to filling the position by other means.
If you have questions about this position, contact Amina Hindi at amina.hindi@state.mn.us or 651-355-0415.
Working together to improve the state we love.
What do Minnesota's State employees have in common?
- A sense of purpose in their work
- Connection with their coworkers and communities
- Opportunities for personal and professional growth
As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.
Your benefits may include:
- 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)
- 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
EQUAL OPPORTUNITY EMPLOYERS
Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.
Applicants With Disabilities
Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email careers@state.mn.us and let us know the support you need.
The Department of Employment and Economic Development is an equal opportunity, affirmative action, and veteran-friendly employer, and encourages all qualified candidates to apply for job opportunities. If you are an individual with a disability who needs assistance or cannot access the online job application and search tools, please contact Karen Lilledahl at Karen.Lilledahl@state.mn.us. Please indicate what assistance is needed.
Salary : $52,805 - $76,650
