Workforce Associate - Account Management

State-of-Iow; Des Moines (IA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid time off and holidays

IPERS retirement package

Deferred compensation plan

Flexible Spending Accounts

Life and long-term disabilityinsurance

Employee Assistance Programs

Discount Programs

Job summary

Iowa Workforce Development is seeking a Workforce Associate-Account Management in Des Moines, IA to support employers with the unemployment insurance filing system and related services.

The ideal candidate will handle business inquiries, resolve issues, and assist in communicating electronic services while maintaining confidentiality and accuracy in processing documents. Strong communication and data interpretation are essential for success in this role.

Qualifications

• Associate's degree required.
• Three years full-time public-contact work experience.
• Experience analyzing data for job/claims and providing decisions.
• Experience communicating with employers about unemployment processes.
• Ability to maintain confidentiality and handle sensitive information.

Responsibilities

• Answer questions from businesses about the online unemployment tax system.
• Help customers resolve problems and technical difficulties.
• Answer questions about using the online filing system and processing documents.
• Contact businesses to explain electronic services and encourage use.
• Process paper documents (Power of Attorney, address changes, waivers) as assigned.
• Test changes and document enhancements based on feedback.

Skills

Account analysis

Communication

Documentation & decisions

Confidentiality

Regulatory understanding

Education

Associate's Degree

Three years public contact experience

Total three years education/experience

State executive branch experience (18 months)

Job description

Iowa Workforce Development is seeking applicants for the position of Workforce Associate-Account Management in our Unemployment Insurance Division at 1000 E Grand Ave., Des Moines, IA.

About Iowa Workforce Development

Iowa Workforce Development (IWD) is a state agency dedicated to providing exceptional employment services and connecting employers with skilled workers. With a strong focus on continuous improvement and aligning services with workforce demands, IWD offers comprehensive support to job seekers and employers through a statewide network of Iowa WORKS Centers.

Responsibilities in this position

• Primary duties are to answer customer service questions for businesses and other entities, such as accounting firms and third-party administrators (TPAs) about using the on-line computer system for unemployment insurance taxes.
• Help customers resolve problems.
• Answer questions about using the on-line filing system.
• Help customers resolve technical difficulties.
• Respond to phone calls and emails from customers seeking information or assistance within specified time frames.
• Develop a thorough knowledge of the filing system, gather background information, review manuals and other communications to help customers and to resolve issues.

The successful candidate will provide input to the desk reference manual/help files so that changes are made, and manuals/help files are kept current. Document types of problems identified and their resolution using specific software documentation tools. Identify and document requests for enhancements to the system. Test system changes, enhancements, or new products.

In this role you will contact businesses to explain electronic services and encourage utilization and assist in other efforts to market the on-line computer services. When not providing customer service support, assist with processing of paper documents such as Power of Attorney, address changes, waivers, etc. that have been assigned by workflows or relayed from employers. Prepare documents for data entry or data enter the document information. Pull items off the fax server, mailbox, or parcel mail to be scanned and processed.

Essential Skills

• Review and analyze employer/agent provided information to make a determination on employer accounts.
• Communicate verbally and in writing with employers/agents regarding all account determinations and requests.
• Provide documentation supporting decisions made on employer's accounts during appeal hearings.
• Communicate effectively with employers with respect to laws administered by Iowa Workforce Development.
• Read, interpret, and apply a variety of technical materials, rules, and regulations while maintaining confidentiality on information obtained on the job.

Complete other duties as assigned.

Benefits

• 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;
• Three years of full-time work experience in 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;
• A total of three years of education and/or full-time experience (as described in number two), where thirty semester hours of accredited college or university coursework in any field equals one year of full-time experience;
• Current, continuous experience in the state executive branch that includes eighteen months of full-time clerical work or direct customer service work in an Iowa Workforce Development office.

For additional information, please click on this link to view the job description.

Travel may be required for positions in this class. Employees must arrange transportation to and from assigned work areas.