Workforce Associate - Account Management

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

8d • Onsite

About The Position

Iowa Workforce Development (IWD) 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.

Requirements

• Graduation from an accredited area college with an Associate's Degree; OR 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; OR 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; OR 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.

Nice To Haves

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

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree