Workforce Associate - Account Maintenance

Iowa Workforce Development is seeking applicants for the position of Workforce Associate-Account Maintenance in our Unemployment Insurance Division at 1000 E Grand Ave., Des Moines, IA.

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 IowaWORKS Centers.

• Primary duties are to answer customer service questions for businesses and other entities, such as accounting firms and third-party administrators (TPAs) about using the online computer system for unemployment insurance taxes.
• Help customers resolve problems.
• Answer questions about using the online 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.

The successful candidate will 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.

In this role you will contact businesses to explain electronic services and encourage utilization and assist in other efforts to market the online 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.

• 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.

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

The State of Iowa participates in E-Verify; a federal program that helps employers confirm the employment eligibility of all newly hired employees. Within the required timeframe, new hires will be verified through the E-Verify system to ensure authorization to work in the United States. The State of Iowa also complies with the federal Right to Work laws, which protect employees’ rights to work without being required to join a labor organization.

For more information, please visit (Use the "Apply for this Job" box below)..

No applicant seeking employment with the Iowa Department of Workforce Development can have a current, ongoing over payment balance with Iowa Workforce Development without a payment plan in place. Select positions will be subject to a criminal background check.

• Graduation from an accredited area college with an Associate's Degree.
• Three years of full-time work experience in public contact work obtaining,…