Workforce Associate

About the role

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.

Responsibilities

• 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.
• Communicate with internal and external customers and answers questions from claimants and employers.
• Exercises good judgment and handles customer problems.

Qualifications

Minimum Qualification 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.