Job Opportunities in United States


September 5, 2024

State of Iowa

Des Moines

FULL TIME


Workforce Associate

Job Description
Iowa Workforce Development is seeking applicants for the position of Workforce Associate at our 1000 E Grand Ave., Administration office in Des Moines, IA.

Position Summary:
We are hiring! Join our team of Unemployment Benefits Associates who are responsible for answering customer calls and listening to questions, comments, and concerns. Our Associates will manage calls in queue from claimants or other business contacts, taking care of requests, or concerns regarding resolutions on their unemployment claims. They will guide claimants through the initial filing process for unemployment insurance, processes initial, reopen, or additional claims filed by unemployed workers. Resolves problems and errors for customers; provides supportive tasks and performs related work as required.

Key Responsibilities in this position:

  • Manages high-volume of inbound and outbound calls in a timely manner, in a call-center environment.
  • Follow communication “scripts” when handling different subject matter.
  • Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives for the customer.
  • Process unemployment insurance claims where the claimant has only Iowa employers in the base period
  • Engage customers with professionalism and empathy when a response is warranted.
  • Keep accurate records of conversations in a standardized format when conducting screenings, taking notes of the conversations during the screening with active listening skills
  • Communicates with internal and external customers and answers questions from claimants and employers.
  • Exercises good judgment and handles customer problems.
Essential Knowledge & Skills:
All new hires will participate in an intensive 4-week training class as part of the onboarding program. This training consists of classroom education, on-the-job, practice phone calls and an evaluation process at the completion to ensure position readiness for the Unemployment Benefits Associate role.

Essential Skills
  • Excellent communications skills, both verbal and written; communicate in courteous manner with customers and coworkers.
  • Understand complex subject matter, such as the Code of Iowa, federal and state laws, rules and regulations, agency policy, and procedural manuals.
  • Excellent time management, attention to detail.
  • Able to prioritize, manage deadlines and work well under pressure
  • Problem solving abilities, and able to understand complex subject matter of information
  • Maintain a sense of professionalism and calmness when claimant, or customer is irritated, angry, or exhibiting frustrations by potential delays, or negative outcome.
  • Perform basic math to determine amounts of payments, overpayments, underpayments, and re-qualifications.
Complete other duties as assigned.

Agency Overview
Iowa Workforce Development (IWD) is a state agency committed to providing employment services for individual job seekers and to connecting employers to available workers through our IowaWORKS partnership.

IWD continually strives to improve processes and align the organization to provide effective, demand-driven products and services. IWD staff in Des Moines consists of administrative services, disability determination services, information technology, labor market information, unemployment insurance services, vocational rehabilitation services, and workforce services. The agency also maintains a statewide delivery system of IowaWORKS Centers and satellite and expansion offices where both employers and job seeking Iowans can receive workforce assistance.

Benefits
Joining the IWD team and becoming a State of Iowa employee comes with a range of valuable benefits, including:
  • Excellent health, dental, and vision insurance.
  • Generous paid time off, including nine paid holidays, vacation, and sick leave with no cap on the sick leave accrual.
  • Prepare for the future with the IPERS retirement package, as well as an additional optional deferred compensation retirement plan.
  • Flexible Spending Accounts for medical and dependent care.
  • Free Life and Long-term Disability Insurance with the option to purchase additional coverage.
  • Employee Assistance Programs and Discount Programs for support.
Click here to learn more about all of the amazing benefits the State of Iowa offers.

Hours of Work: Monday – Friday 8:00am-4:30pm

Our agency uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.e-verify.gov.

No applicant seeking employment with the Iowa Department of Workforce Development can have a current, ongoing overpayment balance with Iowa Workforce Development without a payment plan in place.?Select positions will be subject to a criminal background check.
The classification for this position is Workforce Associate (00806)

Minimum Qualification Requirements
Graduation from an accredited area college with an Associate's Degree;
OR
Experience equal to three years of full time public contact work obtaining, analyzing and evaluating data such as job/claims interviewing, testing, referral and/or placement, sales representative, credit investigation, or related public contact work dealing with job applicants and employers in a variety of supportive clerical and outreach functions;
OR
an equivalent combination of education and experience substituting thirty semester hours of college or university coursework for one year of the required experience with a maximum substitution of three years;
OR
employees with current continuous experience in the state executive branch that includes experience equal to eighteen months of full-time clerical work or direct customer service in a local Workforce Development Center or other Iowa Workforce Development office.

For additional information, please click on this link to view the job description. (Download PDF reader)


Why Choose the State of Iowa?
At the heart of our commitment to excellence is a dedication to our most valuable asset – our employees. Discover the outstanding benefits that set us apart as an employer of choice.
Our Robust Benefits Package Includes:
Competitive Compensation:
Enjoy a competitive salary that reflects directly on your skills and expertise.
Keep in mind, your wage is just one part of your total compensation. Unlock the complete value of your employment with the State of Iowa by using our user-friendly Total Compensation Calculator. Gain insights into your comprehensive annual compensation, including salary and State-provided benefits.
Health and Wellness:
Prioritize your well-being with our comprehensive health plans, including medical, dental, and vision coverage. Enjoy the peace of mind knowing that the State of Iowa covers 90% of the premiums, providing you and your loved ones with excellent coverage at a remarkably low cost.
Retirement Planning:
We are proud to offer the Iowa Public Employees Retirement System (IPERS). A defined benefit plan, IPERS benefits are guaranteed for life, meaning once you retire, you will receive the same monthly benefit for the remainder of your life (once vested). We invest in your long-term financial well-being, so you can retire with peace of mind. Click here to learn more about IPERS.
Paid Time Off:
Life is unpredictable, and at the State of Iowa, we understand the importance of work-life balance. Our leave policies, including paid holidays, vacation, and sick leave with unlimited accrual, ensure you have the flexibility you need for personal and family matters.
Professional Development:
Elevate your career with continuous learning opportunities. We support your growth through training programs, workshops, and tuition reimbursement.
Employee Assistance Program (EAP):
We care about your well-being beyond the workplace. Access confidential counseling, resources, and support through our Employee Assistance Program.
Diversity and Inclusion:
Be part of a diverse and inclusive workplace that embraces all backgrounds and perspectives. We believe diversity is a strength that drives innovation.
Join Us - Elevate Your Career:
Ready to elevate your career with the State of Iowa? Click here to explore more about our unparalleled benefits and discover what makes us unique. Your success is our priority!

Latest Job Opportunities


October 29, 2024

TEKsystems
Customer Service Representative

Berlin

TEMPORARY

View Details

October 29, 2024

Vaco
Tax Analyst

Greenwich

View Details

October 29, 2024

Actalent
Lab Technician - Entry Level No Experience Needed

Windham

FULL TIME

View Details

October 29, 2024

Actalent
Manufacturing Manager

Danbury

FULL TIME

View Details

October 29, 2024

Onsite Women's Health
Mammography Coordinator

Manchester

FULL TIME

View Details

October 29, 2024

Onsite Women's Health
Breast Imaging Support Specialist

Westport

FULL TIME

View Details

October 29, 2024

WALGREENS
Emerging Store Manager

Torrington

FULL TIME

View Details

October 29, 2024

LTIMindtree
.Net – Full stack Developer

Hartford

View Details

October 29, 2024

Yale University
Laboratory Assistant/Transporter

New Haven

FULL TIME

View Details

October 29, 2024

Yale University
Administrative Assistant

New Haven

FULL TIME

View Details

Similar Jobs


August 10, 2024

e-Services Group International (Jamaica) Limited
Workforce Management Scheduler

Jamaica

FULL TIME

View Details

September 9, 2024

Eastern Kentucky University
Workforce Development/OSHA Facilitator

Richmond

PART TIME

View Details

September 17, 2024

Aspen Dental
Analyst Workforce Management- Real Time

Phoenix

FULL TIME

View Details

September 12, 2024

Humana
Workforce Management Lead

FULL TIME

View Details

September 10, 2024

Micron
GSC Workforce Development Specialist

Boise

View Details

July 17, 2024

New Mexico Junior College
Part-Time Office Assistant-Workforce Development (Revised)

Hobbs

PART TIME

View Details

New Jobs from This Company


September 13, 2024

State of Iowa
Secretary 2-Office of the Consumer Advocate

Des Moines

FULL TIME

View Details

September 13, 2024

State of Iowa
Utilities Regulation Inspector

Des Moines

FULL TIME

View Details

September 13, 2024

State of Iowa
Management Analyst 3 (Achieve)

Des Moines

FULL TIME

View Details

September 13, 2024

State of Iowa
HR Generalist

Des Moines

FULL TIME

View Details

September 13, 2024

State of Iowa
Highway Technician

Tipton

FULL TIME

View Details