Job Class: Unemployment Insurance Operations Analyst
Agency: Department of Employment and Economic Development
Job ID : 90318
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 11/27/2025.
Date Posted : 11/21/2025
Closing Date : 12/01/2025
Hiring Agency/Seniority Unit : Department of Employment & Economic Development / MAPE
Division/Unit : Unemployment Insurance
Work Shift/Work Hours : Day Shift
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 (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : 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.
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 (https://mn.gov/mmb-stat/policies/1422-telework.pdf) 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.
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.
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.
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.
AN EQUAL OPPORTUNITY EMPLOYER
Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.
Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us . Please indicate what assistance is needed.
