Posting number: 27-00207
Department: 309 Iowa Workforce Development
Job classification: Workforce Associate
Posting type: Open
Categories: Human Resources
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 and employers, taking care of requests and concerns regarding resolutions on their unemployment claims. Will guide claimants through the initial and weekly filing process for unemployment insurance and help employers access their account. Will also resolve problems and errors for customers; provide supportive tasks and perform related work as required.
New hires will start at the base salary of $18.32 hourly, $1,465.60 bi-weekly, $38,105.60 annually.
Key Responsibilities in this position:
- Manages high-volume of inbound and outbound calls in a timely manner, in a call-center environment.
- Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives for the customer.
- 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.
- Communicate 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 3-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.
Benefits of Working for the State of Iowa
IWD is focused on serving Iowans and providing outstanding customer service. Our strength is driven by the skills and talents of our people. IWD offers a rewarding team atmosphere, a flexible working environment, and a great total compensation package for our full-time employees, 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.
If you’re looking for a career with a well-respected organization that values its employees and
customers, you’ve come to the right place!
The State of Iowa participates in E-Verify; a federal program that helps employers confirm the employment eligibility of all newly hired employees. Within the required timeframe, new hires will be verified through the E-Verify system to ensure authorization to work in the United States. The State of Iowa also complies with the federal Right to Work laws, which protect employees’ rights to work without being required to join a labor organization. For more information, please visit www.e-verify.gov.
No applicant for 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. Selected positions will be subject to a criminal background check.
Qualifications
Graduation from an accredited area college with an Associate's Degree;For additional information, please click on this
link to view the job description.
Supplemental information
Travel may be required for positions in this class. Employees must arrange transportation to and from assigned work areas.
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