Unemployment Benefits Support Specialist

State of Iowa - Executive Branch; Des Moines (IA); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Health insurance

Paid time off & holidays

IPERS retirement plan

Deferred compensation option

Flexible Spending Accounts

Life Insurance & Disability

Job summary

State of Iowa - Executive Branch is seeking Unemployment Benefits Associates to handle incoming calls, guide claimants through filing processes, and assist employers with account access. The role involves resolving issues, documenting interactions, and delivering professional, empathetic service.

New hires start at $18.32 per hour with a bi-weekly and annual salary equivalent. Training lasts three weeks, with comprehensive benefits and a standard 8:00am-4:30pm Monday–Friday schedule.

Qualifications

• Associate degree or equivalent public contact experience in lieu of degree.
• Experience applying state and federal rules in a public-facing setting.
• Ability to understand and communicate complex policies clearly.

Responsibilities

• Manage high-volume calls in a call-center environment in a timely manner.
• Identify customer needs, clarify information, research issues, and provide solutions.
• Engage customers with professionalism and empathy when responding.
• Maintain accurate notes of conversations using standardized formats.
• Answer questions from claimants and employers and guide them through processes.
• Exercise good judgment to resolve customer problems.

Skills

Excellent communication (verbal & writ

Code of Iowa familiarity

Time management

Prioritization under pressure

Problem solving

Professionalism & calmness

Basic math for payments

Education

Associate's Degree

Job description

State of Iowa - Executive Branch is seeking Unemployment Benefits Associates to handle incoming calls, guide claimants through filing processes, and assist employers with account access. The role involves resolving issues, documenting interactions, and delivering professional, empathetic service.

New hires start at $18.32 per hour with a bi-weekly and annual salary equivalent. Training lasts three weeks, with comprehensive benefits and a standard 8:00am-4:30pm Monday–Friday schedule.