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Uplink Contact Center Representative

Date Posted: Dec 1, 2025

Requisition ID: 468748

Location:

Indianapolis, IN, US, 46204

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:

The Uplink Contact Center Representative is often the first point of contact for claimants and employers and serve as a subject matter expert regarding Indiana’s unemployment insurance program. Daily contact involves communication with claimants, employers, and agency staff via phone calls, live chats or Email. The representative handles inbound interactions, answer questions and inquiries, troubleshoot problems and handle complaints associated with unemployment benefits.

Salary Statement :

The salary for this position traditionally starts at $42,900.00 but may be commensurate with education or work experience.

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:

The ideal candidate in this role should minimally have either

+ an Associate’s Degree with 3+ years of experience, or

+ at least 5+ years of experience applying the below, outlined knowledge, skills, and abilities in a similar role.

Related certifications and coursework may be considered for education or experience.

+ 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

+ Able 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 [email protected].

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