Job Description

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 $17.96 hourly, $1,436.80 bi-weekly, $37,356.80 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.
• 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 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:
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 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!
E-Verify and Right to Work
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 .
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.
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
Additional Qualification Requirements
Travel may be required for positions in this class. Employees must arrange transportation to and from assigned work areas.
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 . 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. .
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? to explore more about our unparalleled benefits and discover what makes us unique. Your success is our priority!
01
Do you understand that the answers to all of the following questions must be truthful, honest, and accurate to the best of your ability? Please read all questions and answers thoroughly and make sure you understand them completely. Ensure the answers to your questions match the information filled out on your application and the attachments you have uploaded. If the answers to your questions are inconsistent with your application information or uploaded attachments, you will be given zero points for the question. Knowingly misrepresenting the facts when submitting any information related to an application, examination, certification, appeal, or any other facet of the selection process will result in your disqualification from this application and future employment with the state of Iowa.

• Yes - I understand and agree.
• No

02
PLEASE READ CAREFULLY
Have you filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. 611 et seq?

• No - I have NOT filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. 611 et seq
• Yes - I HAVE filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. 611 et seq

03
Have you graduated from an accredited area college with an Associate's Degree?

• Yes
• No

04
How many years of experience do you have 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?

• I do not have any of the identified work experience
• Less than three years of the identified work experience
• Three years of more of the identified work experience

05
How many years do you have of combined post high education and/or 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)? 30 semester hours equals one year of work experience.

• I do not have any of the identified experience and/or post high school education
• Less than three years of the combined post high school education and/or experience
• Three years or more of the combined post high school education and/or experience

06
Are you a current State of Iowa employee (executive branch)? IF YES - How many months of experience do you have of full-time clerical work or direct customer service in a local Workforce Development Center or other Iowa Workforce Development office?

Skills Required