Workforce Advisor

Iowa Workforce Development (IWD) is seeking full-time Workforce Advisors to join our team in Des Moines, IA in our Unemployment Insurance Division.

Location: 1000 E Grand Ave., Des Moines, IA
Schedule: Full-time | Monday – Friday | 8:00 AM – 4:30 PM
Work Flexibility: Hybrid telework and alternate schedules available after six months of employment and training have been completed.

About the Role

Workforce Advisors provide exceptional customer service by assisting claimants with questions, concerns, and guidance related to unemployment insurance claims. Advisors interpret and apply state and federal unemployment insurance laws, rules, and regulations while using effective interviewing techniques to manage calls from claimants and employers. Workforce Advisors exercise independent judgment to gather and evaluate information necessary to determine non-monetary eligibility and support the adjudication process.

Responsibilities

• Manages high-volume of inbound and outbound calls in a timely manner in a call-center environment.
• Follow communication “scripts” when handling different subject matter.
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives for the customer.
• Build sustainable relationships and engage customers with professionalism and empathy when response is warranted.
• Keep accurate records of conversations in a standardized format when conducting interviews, taking notes of the conversations during the interview with active listening skills.
• Conducts fact-finding interviews and adjudicate disputed or contested claims by gathering the information ultimately needed for determining monetary eligibility and the adjudication process.
• Determines the amount and level of information that is required of the claimant or employer for each claim on-the-spot, applies knowledge, and interprets federal and state law, rules, and regulations relating to unemployment insurance benefit programs including intrastate, interstate, federal, military, combined wage, Trade Readjustment Act, disaster unemployment assistance, and extended benefit programs.
• Communicate with internal and external customers and answer any questions from claimants and employers.
• Completes fact-finding interviews to determine eligibility for unemployment insurance claims, prescreens applicants by gathering key information from a database and assessing information.
• Exercises independent judgment in analyzing potentially disqualifying situations which include separation reasons, deductible earnings, backdating, continued claim errors and discrepancies, requirement to register for work, availability issues, and other potential disqualifying issues as deemed necessary.
• Make decisions on appropriate type of unemployment insurance claims to file.
• Gathers information from applicants and records.
• Advise and assist with processing and filing requests for redetermination of non-monetary eligibility and appeals for claimants, employers, or their representatives.
• Solicit information from claimants and employers on the reasons for separation.
• Conduct both scheduled and unscheduled interviews with claimants and employers to gather complex, multiple, and appropriate facts regarding separation issues, errors or discrepancies, and work search information for unemployment insurance purposes.
• Contact claimants and employers to obtain information or gather rebuttal to conflicting or missing statements concerning potentially disqualifying issues for unemployment insurance purposes.
• Advise claimants and employers of their legal rights and responsibilities as related to unemployment insurance laws, rules, and regulations.
• Act as a resource and provide detailed information to applicants, claimants, and employers, and other interested parties by providing answers to inquiries on all phases of unemployment insurance benefit claims, laws, rules, and regulations.
• Perform basic math to determine amounts of payments, overpayments, underpayments, and re-qualifications.
• Complete other duties as assigned.

Training

All new hires will participate in an intensive 4-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 completion to ensure position readiness for the Unemployment Benefits Representative role.

Qualifications

Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:

• Graduation from an accredited four-year college or university with a degree in any field.
• Four years of full-time work experience in career services, teaching or training to improve skills, job coaching, providing human services to individuals in need, sales, customer service, call center operations, or human-resources-related services involving interviewing, reviewing job applications, conducting employment-related assessments, or job placement.
• A total of four years of education and/or full-time experience (as described above), 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 twelve months of full-time work as a Workforce Associate.

Preferred Knowledge

• Previous experience in a customer support role.
• Strong phone and verbal communication skills along with active listening.
• Customer focus and adaptability to different personality types.
• Read, comprehend, interpret, apply, and communicate technical Unemployment Insurance reference guides and resources.
• Proficiency with computers, web-based applications, and standard office software.

Skills

• Communicate in an effective and courteous manner with customers and coworkers in both verbal and written forms.
• 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 and attention to detail.
• Able to prioritize, manage deadlines, and work well under pressure.
• Problem-solving abilities and able to understand complex subject matter.
• Maintain a sense of professionalism and calmness when claimants or customers are irritated, angry, or exhibiting frustrations by potential delays or negative outcomes.
• Able to deliver messages in a consultative approach to claimants.
• Take detailed notes and have confidence in how you approach your work.
• Provide advice and guidance based on administrative law and court decisions related to unemployment insurance and tax.

About the Agency

IWD is a statewide agency focused on connecting job seekers with opportunities and supporting employers in building strong, skilled workforces. Through Iowa WORKS centers and partner offices across the state, IWD delivers demand-driven workforce services that strengthen Iowa’s economy and communities.

Benefits

• Health, Dental, and Vision Insurance
• Generous Paid Time Off: vacation, sick leave (no accrual cap), and nine paid holidays
• IPERS Retirement Plan plus optional deferred compensation savings
• Flexible Spending Accounts for medical and dependent care
• Life Insurance & Long-Term Disability Coverage
• Employee Assistance & Discount Programs
• Professional development and career growth opportunities