Workforce Advisor

State of Iowa • Des Moines - 50319 - Polk County, IA

18h • Hybrid

About The Position

Iowa Workforce Development is seeking a Workforce Advisor in the UI Division, Benefits Bureau. The position answers a high volume of customer service calls and provides guidance to claimants and employers to support accurate unemployment insurance claim processing and documentation. It also processes and adjudicates unemployment insurance claims by conducting fact-finding interviews, analyzing information, applying federal and state laws and regulations, and determining benefit eligibility. The Workforce Advisor supports team development through mentoring, training, and technical assistance to promote quality customer service and compliance with unemployment insurance policies and procedures.

The role is based at 1000 E Grand Avenue, Des Moines, Iowa 50319. The schedule is full-time, Monday through Friday, 8:00 AM to 4:30 PM. Current practice allows teleworking and alternate work schedules after successful completion of probation and training. New hires start at $24.23 per hour, or $50,398.40 annually.

Requirements

• Meet at least one of the following minimum qualifications: graduation from an accredited four-year college or university with a degree in any field; four years of full-time experience in career services, teaching or training to improve skills, job coaching, human services, sales, customer service, call center operations, or specified human-resources-related services; a combination of education and qualifying full-time experience totaling four years, with 30 semester hours of accredited coursework equaling one year of experience; or current, continuous state executive branch experience including 12 months of full-time work as a Workforce Associate.
• Strong analytical, communication, problem-solving, and customer service skills.
• Ability to make accurate and timely decisions, manage complex claims, maintain detailed documentation, and effectively assist claimants and employers.
• Technical proficiency, attention to detail, and adaptability.
• Ability to mentor and support team members while maintaining quality service and productivity.

Responsibilities

• Answer customer service calls in a call center, troubleshoot claim issues, provide responses, and document interactions with clear case notes.
• Conduct scheduled and unscheduled interviews with claimants and employers to gather facts about separation issues, errors, discrepancies, and work search information.
• Prepare detailed, grammatically correct interview notes and statements.
• Review documents submitted for evaluation and consideration in unemployment insurance claims.
• Apply interstate, intrastate, and federal unemployment insurance laws, rules, and regulations to determine eligibility and adjudicate issues in a timely manner.
• Contact claimants and employers to gather missing information, clarify discrepancies, and obtain rebuttals or statements concerning potentially disqualifying issues.
• Analyze facts and evidence to determine benefit eligibility, impose disqualifications, authorize benefit payments, and establish employer charges or relief.
• Advise claimants and employers of their legal rights and responsibilities under unemployment insurance laws, rules, and regulations.
• Respond to inquiries from applicants, claimants, employers, attorneys, employer representatives, and other interested parties about unemployment insurance benefits, claims, laws, rules, and regulations.
• Explain monetary eligibility, special claims programs, potential claim issues, applicable laws and provisions, benefit overpayments, and department policies and procedures.
• Communicate claim determinations and explain claim dispositions to claimants, employers, attorneys, and employer representatives.
• Inform customers about additional services, resources, and opportunities available through other state agencies.
• Review information gathered during interviews and determine claim status across Intrastate, Federal, UCX, CWC, TRA, DUA, and Extended Benefits programs.
• Determine appropriate employer notifications and ensure employers and claimants receive proper notification of monetary and non-monetary decisions.
• Explain wage transfers between states and agencies and complete required Advisor-level processing steps.
• Investigate missing wage information, explain the process to claimants, and determine appropriate charges to employer accounts.
• Resolve Never Worked Here and Wrong Last Employer issues by explaining correction procedures and completing required Advisor-level processing steps.
• Screen employer responses to determine which issues need fact-finding interviews and which can be adjudicated without an interview.
• Enter and process Notices of Claims and non-monetary benefit decisions in the unemployment insurance system.
• Schedule one-party and two-party fact-finding interviews.
• Prepare and organize documentation for data entry and Records Management.
• Review and determine claimant overpayments and underpayments and ensure employers are charged accurately and appropriately.
• Process assigned work items and claim-related tasks accurately and within established deadlines.
• Mentor and train new and current Benefit team members on unemployment insurance laws, rules, policies, and procedures.
• Provide guidance and demonstrate technical knowledge and quality customer service skills to support employee development and consistent service delivery.
• Train and support team members in applying complex unemployment insurance laws, rules, and regulations.
• Provide technical training and assistance with computer systems and applications, including Microsoft Office products, the Iowa WORKS unemployment/reemployment system, electronic records management, and specialized telephone systems.
• Perform other duties as assigned.

Benefits

• Health, dental, and vision coverage.
• Paid vacation, sick leave, and holidays.
• Retirement plans including IPERS and the Retirement Investors Club, with a state match of up to $75 per month for the Employer Sponsored Retirement Plan.
• Flexible spending accounts for medical and dependent care expenses.
• Life insurance and free long-term disability insurance.
• Employee Assistance Program.
• Employee discount programs.

What This Job Offers

• Job Type: Full-time