Workforce Associate

Key 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.

Essential Knowledge & 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

• 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.

Pay

New hires will start at the base salary of $18.32 hourly, $1,465.60 bi-weekly, $38,105.60 annually.

Schedule

Hours of Work: Monday – Friday 8:00am-4:30pm.

Qualifications

• 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.