DWD Contact Center Representative
Date Posted: Aug 21, 2026
Requisition ID: 482869
Location:
Kokomo, IN, US, 46901
Work for Indiana
Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.
About the Indiana Department of Workforce Development (DWD):
Our mission is to develop a premier workforce that will allow Indiana employers to flourish and entice businesses from outside our state to relocate to Indiana. Everyone at DWD will be required to think outside-the-box; to determine metrics that will allow for measurement and improvement and efficiencies to be made along the way. Cutting edge technologies will be utilized to help assess Indiana's employment future. If managed properly, Indiana's workforce will be second to none and completely prepared for the next phase of the state and country's economic growth.
Role Overview:
As a Representative in the Contact Center, you will serve as a subject matter expert and first point of contact for claimants and employers, providing high-quality customer service through email, chat, and phone channels. Essential functions of this role include:
Customer Service: Serves as the primary point of contact for claimants and employers across multiple channels including phone, email, and chat. Handles inquiries, complaints, and complex questions by analyzing information, researching account details, and providing accurate, timely responses.
Claims Expertise: Applies knowledge of Unemployment Insurance (UI) and related program areas to process, investigate, and research claims. Makes fact-based determinations and resolves complex aspects of claim progress and benefit payments.
Quality Standards & Evaluations: Expected to meet established quality standards and performance KPIs through regular evaluations. Maintains accuracy, professionalism, and compliance with policies in every customer interaction.
Training & Development: Expected to participate in ongoing training and developmental activities on time to maintain and expand program knowledge, stay current with policy changes, and continuously improve customer service skills.
Compliance Support: Applies knowledge of state and federal guidelines when addressing customer inquiries related to overpayments, benefit eligibility, tax intercept issues, and other compliance-related topics.
Salary:
The salary for this position traditionally starts at $42,900.00 but may be commensurate with education and work experience. Use our Compensation Calculator (https://in.accessgov.com/spd/Forms/Page/spd/compensation-calculator/0) to view the total compensation package.
A Day in the Life:
Based upon specific program area and needs, the essential functions of this role could include:
Serves as a claims specialist and subject matter expert for specific program area.
Training: Provides administrative and logistical support to the Training Unit. Assists with the tracking of equipment, troubleshoots technical issues, prepares materials for training classes, and creates new initiatives to improve the functions of the unit.
Appeals: Provides clerical and administrative support to the administrative law judges with researching, processing, preparing, and scheduling specialty hearings. Makes fact-based decisions regarding incoming appeals that require special processing. Assists in resolving issues occurring due to an administrative or technical error. Works with management in other divisions to identify and resolve appellate issues that arise from the appeal process. Reviews new information provided during appeals hearings and recommends possible solutions.
Benefits: Promotes the use of the SIDES program with employers, while also supporting and assisting them with filing and registering in the system. Processes, investigates, researches, and establishes applicant's entitlement to benefits related to UI and TRA claims. Communicates and collaborates with claimants, employers, federal and other state agencies, and divisions to resolve complex aspects of claim progress and the payment of benefits.
Compliance: Assists with the collection of overpaid Unemployment Insurance benefits which are improperly paid to complaints by implementing wage garnishment activities, ensuring the release of funds, sending recoupment requests to other states, serving as a subject matter expert on State and Federal Tax Intercept issues, and other tasks that result in collection of overpaid benefits.
Customer Affairs: Serves as the first point of contact for claimants and employers. Provides customer service by handling complaints/questions, analyzes information, and makes eligibility determinations with certain claimant issues.
The job profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
What You'll Need for Success:
Individuals in this role should minimally be able to articulate or demonstrate the following:
Specialized knowledge of department or agency programs.
Working knowledge of state government administrative structure.
Knowledge of data processing capabilities as they relate to the specific program area.
Understanding of the laws relating to specific program area and the ability to interpret applicable rules and regulations.
Organizational skills with the ability to prioritize tasks effectively and multitask.
Ability to communicate, both orally and verbally.
Attention to detail and proofreading skills.
Ability to maintain confidentiality.
Ability to establish cooperative work relationships.
A degree is not required. However, at least 5+ years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.
Individuals should have the ability to perform essential functions with or without reasonable accommodation.
Supervisory Responsibilities/Direct Reports:
This role may be utilized in a supervisory capacity based on agency needs.
Benefits of Employment with the State of Indiana:
The State of Indiana offers a comprehensive benefit package for full-time employees which includes:
Three (3) medical plan options (including RX coverage) as well as vision and dental plans
Wellness Rewards Program: Complete wellness activities to earn gift card rewards
Health savings account, which includes bi-weekly state contribution
Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
Two (2) fully-funded pension plan options
A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
Up to 15 hours of paid community service leave
Combined 180 hours of paid vacation, personal, and sick leave time off
12 paid holidays, 14 on election years
Education Reimbursement Program
Group life insurance
Referral Bonus program
Employee assistance program that allows for covered behavioral health visits
Qualified employer for the Public Service Loan Forgiveness Program
Free Parking for most positions
Free LinkedIn Learning access
Equal Employment Opportunity:
The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov.
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