Unemployment Insurance Operations Analyst

Job Details Job Class: Unemployment Insurance Operations Analyst Agency: Department of Employment and Economic Development Job ID: 93219 Location: St. Paul Telework Eligible: Yes, may be eligible for some telework. 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 04/09/2026. Date Posted: 04/03/2026 Closing Date: 04/16/2026 Hiring Agency/Seniority Unit: Department of Employment and Economic Development / MAPE Division/Unit: Unemployment Insurance Work Shift/Work Hours: Day Shift, 8:00AM - 4:30PM Days of Work: Monday - Friday Travel Required: No Salary Range: $25.67 - $37.26 / hourly; $53,598 - $77,798 / 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 The work you'll do is more than just a job. 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. Job Summary 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 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 This position is telework eligible. Staff are provided with the tools and equipment to be successful in a virtual work environment. Please note, the telework policy could change with notice based on business needs. This posting may be used to fill multiple positions. Qualifications 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 responding to inquiries, explaining policies, and handling difficult conversations. Applicants that meet the above minimum qualification will be further evaluated on the following: 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. Preferred Qualifications 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. Additional Requirements 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 The Minnesota Department of Employment and Economic Development will not sponsor applicants for work visas. All applicants must be legally authorized to work in the U.S. Application Details 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. Contact If you have questions about this position, contact Lynda Zigah at lynda.zigah@state.mn.us. 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 Benefits 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 Support to help you reach your career goals: 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 Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota. 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. #LI-Hybrid