TELEPHONE COLLECTIONS SENIOR UNEMPLOYMENT INSURANCE (UI) REVENUE ANALYST

📍 Job Overview

Job Title: TELEPHONE COLLECTIONS SENIOR UNEMPLOYMENT INSURANCE (UI) REVENUE ANALYST Company: State of Illinois Location: Chicago, Illinois, United States Job Type: Full Time Category: Revenue Operations / Collections Analysis Date Posted: 2025-09-19T00:00:00 Experience Level: Mid-Senior Level (3-5 years of relevant experience implied) Remote Status: On-site

🚀 Role Summary

• This role focuses on the critical function of revenue collection and analysis within the Unemployment Insurance (UI) program, requiring a strong understanding of financial regulations and account management.
• Key responsibilities include managing delinquent employer contributions, calculating liabilities including penalties and interest, and initiating collection strategies to ensure fiscal integrity.
• The position demands excellent analytical and investigative skills to research and resolve complex employer contribution cases, often involving detailed reconciliation of financial records.
• A significant component of this role involves direct communication with employers via a dedicated hotline, necessitating strong customer service and problem-solving abilities to address inquiries and facilitate payment arrangements.

📝 Enhancement Note: While the job title includes "Telephone Collections," the core responsibilities and required experience point towards a Revenue Analyst role with a strong emphasis on collections and delinquency management within a government agency context. The "Senior" designation suggests a need for independent work and the ability to handle complex, non-routine cases. The "Unemployment Insurance (UI) Revenue Analyst" aspect highlights the specialized nature of the revenue streams involved.

📈 Primary Responsibilities

• Serve as a primary point of contact for employers regarding delinquent Unemployment Insurance (UI) contributions, addressing inquiries via the IDES Employer Tax Hotline.
• Conduct in-depth investigations into employer accounts to identify reasons for delinquent contributions, calculating outstanding balances, including applicable penalties and interest with precision.
• Initiate and manage formal collection actions against employers who fail to remit due UI contributions, penalties, or interest in a timely manner.
• Establish and manage Deferred Payment Agreements for employers facing financial hardship, ensuring adherence to agency policies and legal frameworks.
• Utilize personal computers and state-specific computerized systems to research, analyze, and reconcile employer records, ensuring data accuracy and completeness.
• Maintain a comprehensive understanding of current federal and state Unemployment Insurance (UI) rules, regulations, and policies pertaining to claimant eligibility, employer chargeability, and contribution collection.
• Collaborate with internal teams and potentially external stakeholders to resolve complex case escalations and ensure efficient revenue recovery processes.
• Perform other related duties as assigned, contributing to the overall efficiency and effectiveness of the UI revenue collection unit.

📝 Enhancement Note: The responsibilities emphasize a blend of direct collections activity, complex case analysis, and stakeholder communication, typical of a senior analyst role in a revenue-focused department. The emphasis on "complex investigations" and "calculating current delinquency and any penalties and/or interest" suggests a need for strong analytical and financial acumen beyond basic collections.

🎓 Skills & Qualifications

Education:

• Requires a Bachelor's degree with a strong emphasis on coursework in accounting, business administration, mathematics, or a closely related analytical field.

Experience:

• Requires a minimum of three (3) years of professional experience focused on account maintenance, financial investigation, and analytical reconciliation. This experience should demonstrate a proven ability to manage and resolve complex financial cases.

Required Skills:

• Unemployment Insurance (UI) Regulations: Deep understanding of federal and state UI laws, particularly concerning employer contributions, penalties, and interest.
• Account Analysis & Reconciliation: Proficiency in analyzing financial accounts, identifying discrepancies, and reconciling complex records to determine accurate outstanding balances.
• Collections Strategy: Experience in initiating and managing collection actions, including setting up payment plans and understanding legal collection processes.
• Customer Service & Communication: Excellent verbal and written communication skills for effectively interacting with employers via telephone, explaining complex financial matters clearly and professionally.
• Problem-Solving: Ability to investigate and resolve intricate employer contribution issues, often requiring critical thinking and a methodical approach.
• Computer Proficiency: Skilled in using personal computers and relevant accounting/financial management software for data research, analysis, and record-keeping.

Preferred Skills:

• Experience with state government revenue collection processes or specific tax administration systems.
• Familiarity with deferred payment agreement negotiation and management.
• Demonstrated ability to interpret and apply complex legal and regulatory frameworks to financial cases.
• Proficiency in data analysis and reporting to identify trends in delinquency and collection effectiveness.

📝 Enhancement Note: The minimum qualifications suggest that while a degree is required, the primary emphasis is on practical, professional experience in account-related functions, specifically investigation and analysis. The "senior" designation implies a need for analytical depth and independent problem-solving capabilities, rather than just transactional collections.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate experience in managing and resolving complex financial delinquency cases, showcasing the process from identification to resolution.
• Provide examples of calculations performed for outstanding balances, including penalties and interest, highlighting accuracy and adherence to regulatory guidelines.
• Showcase instances where you successfully initiated collection actions or negotiated deferred payment agreements, detailing the strategy and outcome.
• Present evidence of effective research and analysis of financial records, emphasizing data integrity and the ability to derive actionable insights from complex datasets.

Process Documentation:

• Examples of how you would document the investigation and resolution of an employer contribution case, including the steps taken to ensure accuracy and compliance.
• Illustrate your approach to setting up and monitoring deferred payment agreements, detailing the process for tracking payments and addressing potential defaults.
• Outline methods for analyzing trends in delinquent UI contributions and proposing process improvements to enhance collection efficiency.

📝 Enhancement Note: While a formal "portfolio" might not be explicitly requested in a government role, candidates should be prepared to discuss specific examples of their work that demonstrate the required skills. This includes detailing their process for handling complex financial investigations, calculating liabilities, and managing collection activities, as these are core to the role's success.

💵 Compensation & Benefits

Salary Range:

• Anticipated Starting Salary: $5,637 monthly
• Full Salary Range: $5,637 - $8,026 monthly
• This translates to an annual range of approximately $67,644 to $96,312.

Benefits:

• Pension Program: Access to a state-sponsored pension plan, offering long-term retirement security.
• Health Insurance: Comprehensive health insurance coverage options.
• Retirement Packages: Robust retirement planning and package options for state employees.
• Paid Time Off: Accrual of vacation and sick leave.
• Professional Development: Opportunities for continued learning and training relevant to UI regulations and revenue analysis.

Working Hours:

• Monday to Friday, 8:30 AM to 5:00 PM, totaling 40 hours per week.

📝 Enhancement Note: The salary range provided is substantial for a collections-focused role, reinforcing the "analyst" and "senior" aspects, which require advanced skills in financial analysis, regulatory interpretation, and complex problem-solving. The inclusion of a pension program is a significant benefit typical of public sector employment.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government Administration (Public Sector), specifically focused on Employment Services and Unemployment Insurance. Company Size: The State of Illinois is a large employer, indicating a vast and structured organizational environment. The specific agency, Department of Employment Security (IDES), likely employs a significant number of professionals across various functions. Founded: The State of Illinois was founded in 1818. The IDES's specific founding date is not provided, but its mission suggests a long-standing commitment to supporting the state's workforce and economy.

Team Structure:

• The role is part of the Unemployment Insurance (UI) program within the Department of Employment Security.
• This analyst will likely work within a team focused on employer tax collections and revenue assurance.
• The team structure may involve a mix of analysts, specialists, and supervisors responsible for managing employer accounts and ensuring compliance with UI laws, with this role reporting into a supervisory or managerial position overseeing collections and revenue analysis functions.

Methodology:

• The agency operates under strict federal and state regulations governing Unemployment Insurance programs.
• Key methodologies will involve data-driven analysis of employer contribution records, adherence to established collection protocols, and compliance with legal requirements.
• Emphasis will be placed on accurate record-keeping, timely processing of payments and delinquencies, and effective communication with employers.

Company Website: https://www2.illinois.gov/ides/

📝 Enhancement Note: Working for a state government agency like the State of Illinois Department of Employment Security implies a highly structured, process-driven environment governed by extensive regulations. The focus is on public service, fiscal responsibility, and adherence to established procedures rather than fast-paced, agile corporate environments.

📈 Career & Growth Analysis

Operations Career Level: This position is classified as a "Senior Unemployment Insurance (UI) Revenue Analyst." It implies a mid-to-senior level of responsibility within the revenue operations or collections domain, requiring specialized knowledge and the ability to handle complex, independent tasks. Reporting Structure: The analyst will report to a supervisor or manager within the IDES's employer tax or collections division. This role may also involve mentoring or guiding more junior staff on complex cases, though direct supervisory responsibility is not indicated. Operations Impact: This role has a direct impact on the state's revenue stream by ensuring that employers contribute their fair share to the Unemployment Insurance fund. Accurate and timely collection of contributions is crucial for the solvency of the UI program, which supports individuals who have lost their jobs.

Growth Opportunities:

• Specialization: Potential to deepen expertise in UI regulations, tax law, and revenue collection strategies within the public sector.
• Advancement: Opportunities to move into supervisory or managerial roles within the IDES collections or revenue divisions, or to transition into broader financial analysis roles within state government.
• Skill Development: Training on advanced collection techniques, new regulatory updates, and enhanced analytical tools used by the state.
• Cross-Functional Experience: Potential to collaborate with other departments within IDES or other state agencies on matters related to employer compliance and revenue management.

📝 Enhancement Note: Career progression in public sector roles often involves moving up through established pay grades and classifications. A "senior" analyst role provides a solid foundation for further specialization or management within the agency's operational framework.

🌐 Work Environment

Office Type: This position is located within a state government office building in Chicago. Expect a professional, structured office environment. Office Location(s): The primary work location is listed as 33 S State St, Chicago, IL 60603, with a note that it will be relocated to 115 S. LaSalle, Chicago, IL. 60603 effective February 1, 2025. Both are central business district locations.

Workspace Context:

• The workspace will likely be a standard office cubicle or desk setup, equipped with a computer and necessary communication tools (phone system).
• Collaboration will occur within the collections and revenue analysis team, potentially involving shared workstations or meeting rooms for case discussions and team meetings.
• Access to internal databases, state systems, and relevant legal/regulatory documentation will be provided.

Work Schedule:

• The standard work schedule is Monday through Friday, 8:30 AM to 5:00 PM. This is a consistent, predictable schedule typical of government employment.

📝 Enhancement Note: The work environment is expected to be formal and professional, with a strong emphasis on adherence to procedures and maintaining a productive, quiet atmosphere conducive to focused analytical work and telephone communication.

📄 Application & Portfolio Review Process

Interview Process:

• Application Submission: All applicants must apply electronically via the illinois.jobs2web.com website. Applications submitted via email or paper will not be considered.
• Initial Screening: Applications will be reviewed by HR to ensure minimum qualifications are met.
• Assessment/Testing: Candidates may be required to complete an assessment or test related to accounting, collections, or analytical skills, common for government positions.
• Interview(s): Successful candidates will proceed to one or more interviews, likely with a hiring manager and potentially other team members. These interviews will assess technical skills, experience, problem-solving abilities, and cultural fit.
• Background Check: A thorough background check, including an Illinois State Police check and fingerprint-based check, is a mandatory condition of employment.

Portfolio Review Tips:

• Be prepared to discuss specific examples from your past roles that demonstrate your experience in account maintenance, financial investigation, delinquency calculation (including penalties/interest), and collection actions.
• Highlight instances where you successfully negotiated deferred payment agreements, detailing your negotiation strategy and the positive outcomes achieved.
• Quantify your achievements whenever possible, e.g., "recovered X dollars in delinquent contributions," "reduced average delinquency period by Y days," or "managed a portfolio of Z employer accounts."
• Emphasize your understanding of relevant regulations and your ability to apply them accurately in case management.

Challenge Preparation:

• Anticipate scenario-based questions related to complex employer contribution cases, such as how you would investigate a discrepancy, handle an employer disputing charges, or structure a payment plan for a challenging account.
• Be ready to explain your process for researching and analyzing employer financial records and identifying key information for case resolution.
• Prepare to articulate your understanding of UI laws and their implications for employer contributions and collections.

📝 Enhancement Note: Government application processes can be rigorous and lengthy. Candidates should pay close attention to all instructions, especially regarding electronic submission, and be prepared for a thorough vetting process that includes background checks. Highlighting specific, quantifiable achievements related to collections and financial analysis will be key to standing out.

🛠 Tools & Technology Stack

Primary Tools:

• Computer Systems: Proficiency with standard office productivity software (e.g., Microsoft Office Suite, especially Excel for data analysis).
• State-Specific Systems: Will require learning and utilizing the State of Illinois's internal systems for managing employer accounts, tracking contributions, and processing collections (specific names not provided).
• Telephone Systems: Experience with business-grade telephone systems for handling a high volume of inbound calls.

Analytics & Reporting:

• Spreadsheet Software (e.g., Microsoft Excel): Essential for calculating delinquencies, penalties, interest, analyzing trends, and creating reports. Advanced Excel skills (pivot tables, VLOOKUP, formulas) are highly beneficial.
• Database Management: Familiarity with database concepts for querying and retrieving employer and contribution data.

CRM & Automation:

• While not explicitly a CRM role, experience with systems that manage client/employer interactions and track communications would be advantageous. The state's internal systems will likely have CRM-like functionalities for employer management.
• Familiarity with any automation tools used for generating notices or payment reminders could be a plus, though the core of the role involves manual analysis and direct communication.

📝 Enhancement Note: The primary technical requirement is proficiency with standard office software and the ability to quickly learn and adapt to proprietary state government systems used for tax administration and collections. Strong analytical skills in Excel are crucial for the "analyst" component of the role.

👥 Team Culture & Values

Operations Values:

• Public Service: A commitment to serving the citizens of Illinois by ensuring the integrity and efficiency of the Unemployment Insurance program.
• Integrity & Compliance: Upholding strict adherence to federal and state laws, regulations, and ethical standards in all collection and analysis activities.
• Accuracy & Diligence: A focus on precision in calculations, thoroughness in investigations, and meticulous record-keeping.
• Efficiency & Effectiveness: Striving to optimize collection processes and ensure timely resolution of employer contribution cases to maintain program solvency.
• Professionalism: Maintaining courteous and professional communication with employers, even in challenging collection scenarios.

Collaboration Style:

• Emphasis on teamwork within the collections and revenue analysis unit to share knowledge, resolve complex cases, and meet departmental goals.
• Collaboration with other IDES departments (e.g., claims processing, employer services) may be necessary to gather information or resolve cross-functional issues.
• A structured approach to communication, often documented, to ensure accountability and transparency in case handling.

📝 Enhancement Note: The culture is likely to be formal and service-oriented, reflecting its public sector nature. Values will center on adherence to rules, ethical conduct, and contributing to the public good through diligent execution of duties.

⚡ Challenges & Growth Opportunities

Challenges:

• Managing Delinquent Accounts: Dealing with employers who are consistently delinquent or resistant to payment, requiring persistence and adherence to collection protocols.
• Complex Case Resolution: Investigating and resolving intricate cases involving disputes, data discrepancies, or unique legal interpretations of UI laws.
• High Volume Workload: Handling a significant volume of inquiries and cases via the telephone hotline, requiring efficient time management and prioritization skills.
• Regulatory Changes: Staying current with evolving federal and state UI laws and regulations that impact contributions, penalties, and collection procedures.
• System Adaptation: Learning and effectively using proprietary state government systems for data management and analysis.

Learning & Development Opportunities:

• Specialized Training: Access to training on Unemployment Insurance law, tax collection best practices, and financial analysis techniques specific to government revenue.
• Professional Certifications: Potential to pursue certifications relevant to collections, public administration, or financial analysis.
• Mentorship: Opportunities to learn from experienced analysts and supervisors within the IDES.
• Career Pathing: Defined career paths within state government, allowing for progression to higher-level analyst, specialist, or supervisory roles.

📝 Enhancement Note: This role presents an opportunity to gain specialized expertise in a critical area of public finance and employment law. The challenges are rooted in the complexities of revenue collection and regulatory compliance, offering significant learning opportunities for career development in the public sector.

💡 Interview Preparation

Strategy Questions:

• Operations Strategy: "Describe your approach to managing a portfolio of delinquent employer accounts. How do you prioritize your efforts and decide when to escalate a case for formal collection action?" (Focus on prioritization, risk assessment, and escalation criteria).
• Company & Culture: "What interests you about working for the State of Illinois and the Department of Employment Security specifically? How do you see your skills contributing to our mission?" (Research IDES mission, emphasize public service and fiscal responsibility).
• Problem Solving: "Imagine an employer calls, disputing a penalty notice. They claim they never received prior notifications. How would you investigate this claim and what steps would you take to resolve it?" (Focus on process, documentation, investigation, and communication steps).

Company & Culture Questions:

• "How do you stay updated on changes in relevant laws and regulations for your field?" (Highlight continuous learning, professional development habits).
• "Describe a time you had to deal with a difficult customer or stakeholder. How did you handle the situation, and what was the outcome?" (Focus on de-escalation, professionalism, and problem-solving).
• "What are your expectations regarding teamwork and collaboration in a government agency setting?" (Emphasize adherence to procedures, communication protocols, and shared goals).

Portfolio Presentation Strategy:

• Prepare to walk through a specific case study where you successfully resolved a complex delinquency. Detail the problem, your analytical process, the actions taken, and the quantifiable result.
• Be ready to explain how you would calculate penalties and interest accurately based on hypothetical scenarios.
• Demonstrate your understanding of deferred payment agreements and how you would structure and manage them.
• Showcase your ability to use data analysis (e.g., in Excel) to identify trends or resolve account issues.

📝 Enhancement Note: Interviews for government positions often assess not only technical skills but also adherence to process, integrity, and suitability for public service. Be prepared to discuss your experience in detail and demonstrate how your past actions align with the agency's values and operational needs.

📌 Application Steps

To apply for this operations position:

• Submit your application electronically through the illinois.jobs2web.com website. Ensure all required fields are completed accurately.
• Tailor your resume to highlight experience in account maintenance, financial analysis, collections, and knowledge of relevant regulations. Use keywords from the job description such as "Unemployment Insurance," "revenue analysis," "delinquency," "collections," and "account reconciliation."
• Prepare to discuss specific examples of your work that demonstrate your ability to investigate complex financial cases, calculate liabilities (including penalties and interest), and manage collection activities. Quantify your achievements whenever possible.
• Research the mission and values of the Illinois Department of Employment Security (IDES) to articulate your understanding of public service and how your skills align with the agency's goals. Be ready to explain your interest in working for the state government.
• Familiarize yourself with the typical interview process for state government roles, which often includes background checks and potentially skills assessments.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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