Customer Service Agent-Advance (DWS #9659) Job at State of New Mexico, Albuquerque, NM

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  • State of New Mexico
  • Albuquerque, NM

Job Description

$23.07 - $36.91 Hourly

$47,989 - $76,782 Annually

This position is a Pay Band 65

Posting Details

Interviews are anticipated to be conducted within two weeks of closing date.

Why does the job exist?

This position is in the Benefit Payment Contol (BPC) Unit. It assists with all aspects of BPC investigations including, but not limited to, earnings investigations, incarceration investigations, NDNH, SDNH, Wage Detail and Tip and Lead crossmatches, appeals, overpayment review, BPC investigation team support, claim review, claimant payment and refund activities, and business unit SOP and best practices.

How does it get done?

The Unemployment Insurance (UI) Division is responsible for administering the state's UI program under the oversight of the United States Department of Labor (USDOL). This includes the collection of UI contributions/taxes from employers on a quarterly basis, and the distribution of unemployment compensation to New Mexicans who have lost their jobs through no fault of their own and meet various eligibility requirements. The Division executes these functions via robust self-service web services as well.

Who are the customers?

Benefit Payment Control Unit supports UI claimants and employers, NMDWS FMB, NMDWS Legal, employer TPAs, and external customers.

Ideal Candidate

Must have strong customer service skills and communication skills. Must be able to speak and build rapport with internal and external customers, must be able to communicate in email and written correspondence effectively.

Must have strong understanding of UI claims and employer accounts.

Must have strong analytical and problem solving skills.

Must be able to work in a team to performs job functions, support, train, and improve processes.

Must be able to multitask from multiple environments throughout the day, week, month, and quarter.

Must be able to prioritize and complete tasks quickly and efficiently.

Must be able to organize multiple projects at once

Minimum Qualification

Bachelor's Degree in Business Administration and two (2) years of claims adjustment and/or investigative experience preferably in the insurance profession. For positions in the Unemployment Insurance (UI) Operations Center at the Department of Workforce Solutions: Any additional call center customer service experience in claims taking and/or processing (UI preferably), eligibility determination, identifying, troubleshooting and resolving customer complaints and ensuring compliance will substitute for the education and experience. Substitutions Apply. See Substitution Table below.

Substitution Table

These combinations of education and experience qualify you for the position:
Education Experience Education Experience 1 High School Diploma or Equivalent AND 6 years of experience OR High School Diploma or Equivalent AND 6 years of experience 2 Associate's degree in the field(s) specified in the minimum qualification AND 4 years of experience Associate's degree or higher in any field AND 6 years of experience 3 Bachelor's degree in the field(s) specified in the minimum qualification AND 2 years of experience4 Master's degree or higher in the field(s) specified in the minimum qualification AND 0 years of experience
•Education and years of experience must be related to the purpose of the position.


•If Minimum Qualification requires a specific number of "semester hours" in a field (e.g. 6 semester hours in Accounting), applicants MUST have those semester hours in order to meet the minimum qualifications. No substitutions apply for semester hours.

Employment Requirements

Must possess and maintain a valid Driver's License. Must possess and maintain a current Defensive Driving Course Certificate from the State of New Mexico or must pass and receive Defensive Driving Course Certification within six (6) months of date of hire as a condition of continued employment.

Working Conditions

This position is located in the Unemployment Insurance (UI) Operations inbound call center. Work is performed in an open floor office concept, call center environment with exposure to Visual/Video Display Terminal (VDT), extensive personal computer and phone usage, moderate noise, and possible dust. Extended sitting and some bending and reaching may be required.

Supplemental Information

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Agency Contact Information: Tom Bendixen Email


For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.

Bargaining Unit Position

This position is covered by a collective bargaining agreement and all terms/conditions of that agreement apply and must be adhered to. State of New Mexico

Job Tags

Hourly pay,

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