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 Company Overview Minnesota Department of Employment and Economic Development promote business recruitment, expansion, and retention. It was founded in 2003, and is headquartered in Saint Paul, Minnesota, USA, with a workforce of 1001-5000 employees. Its website is