Workforce Advisor

Overview

Iowa Workforce Development (IWD) seeks full-time Workforce Advisors to join its Unemployment Insurance Division located in Des Moines, IA. This role is primarily onsite at 1000 E Grand Ave., with a hybrid telework option and flexible schedules becoming available after six months of employment and training completion.

Role Summary

Workforce Advisors deliver outstanding customer support by assisting individuals with inquiries and guidance concerning unemployment insurance claims. The position involves interpreting and applying both state and federal unemployment insurance laws, utilizing effective interviewing strategies to handle claimant and employer interactions, and supporting the adjudication process through independent judgment.

Key Duties

• Handle a large volume of inbound and outbound calls efficiently within a call center environment, following standardized communication scripts tailored to various topics.
• Identify and assess customer needs, research issues diligently, and provide appropriate solutions or alternatives.
• Maintain professional and empathetic engagement with customers to foster sustainable relationships.
• Record conversations meticulously during interviews using active listening skills in a standardized documentation format.
• Conduct fact-finding interviews to adjudicate disputed or contested claims essential for determining monetary and non-monetary eligibility for unemployment benefits.
• Apply knowledge of relevant laws and rules, including intrastate, interstate, military, federal, Trade Readjustment Act, disaster assistance, and extended benefits programs.
• Communicate effectively with internal and external customers to address questions from claimants and employers.
• Gather comprehensive information from databases and interviews to pre-screen applicants and make on-the-spot decisions regarding claim types and eligibility.
• Advise claimants and employers about their legal rights and responsibilities under unemployment insurance regulations.
• Conduct scheduled and unscheduled interviews to investigate separation reasons, resolve discrepancies, and validate work search efforts.
• Exercise independent judgment analyzing potentially disqualifying factors such as separation reasons, deductible earnings, claim errors, registration requirements, and availability issues.

Training and Development

New employees will participate in an intensive four-week onboarding training program, including classroom instruction, on-the-job training, practice phone calls, and evaluation to prepare for efficient performance in the Unemployment Benefits Representative role.

Preferred Qualifications

• Experience in a customer service role, preferably within call centers.
• Strong verbal communication skills and active listening abilities.
• Ability to adapt communication style to different personality types and maintain customer focus.
• Proficient in interpreting technical unemployment insurance guides and regulatory references.
• Comfortable using computers, web-based applications, and common office software.

Essential Competencies

• Communicate professionally and courteously both verbally and in writing with customers and colleagues.
• Understand and interpret complex regulations, statutes, agency policies, and procedural manuals.
• Manage time effectively, pay close attention to details, and prioritize tasks to meet deadlines under pressure.
• Demonstrate problem-solving skills and confidence in managing complex information.
• Maintain composure and professionalism during interactions with upset or frustrated customers.
• Deliver messages with a consultative approach and take confident, detailed notes.
• Provide guidance based on administrative law and court decisions regarding unemployment insurance and related tax matters.
• Perform basic calculations for payments, overpayments, underpayments, and re-qualifications.

Agency Information and Benefits

Iowa Workforce Development is a statewide agency dedicated to improving workforce connections and supporting employers through demand-driven services. Staff enjoy a comprehensive benefits package including:

• Health, dental, and vision insurance.
• Generous paid time off including vacation, sick leave with no cap, and nine paid holidays.
• IPERS retirement plan with optional deferred compensation savings.
• Flexible spending accounts for medical and dependent care.
• Life insurance and long-term disability coverage.
• Employee assistance and discount programs.
• Opportunities for professional growth and career development.

Additional Information

The State of Iowa participates in the E-Verify program to confirm employment eligibility and complies with Right to Work laws. Applicants with unresolved overpayment balances without a payment plan are ineligible. Background checks may be required for select positions.

Minimum Qualifications

• A bachelor’s degree from an accredited institution in any field, OR
• Four years of full-time experience in career services, training, job coaching, human services, sales, customer service, call center operations, HR-related services involving interviewing or job placement, OR
• A combination of education and experience totaling four years where 30 semester hours of college coursework equals one year of experience, OR
• At least 12 months of continuous full-time Workforce Associate experience within the state executive branch.