Workforce Associate Account Management

$36,629 - $53,789/Yr

State Of Iowa

Full-time - Entry Level

Executive, Legislative, and Other General Government Support

About the position

The Workforce Associate in Account Management-Unemployment Insurance (UI) Tax Division at Iowa Workforce Development is responsible for providing customer service and support related to UI taxes. This role involves answering inquiries, resolving issues, assisting with online filing systems, and documenting problems and solutions. The position also includes marketing electronic services to businesses and processing various documents related to UI tax services.

Responsibilities

• Answer customer service questions using the online computer system for UI taxes.
• Help resolve issues and technical difficulties.
• Assist with questions about the online filing UI system.
• Respond to phone calls and emails from customers seeking information or assistance in a timely manner.
• Gather background information using the UI filing system.
• Review manuals.
• Communicate with customers to resolve UI issues.
• Provide input to the desk reference manuals and help files to keep them current.
• Document types of problems identified and their resolution using specific software documentation tools.
• Identify and document requests for enhancements to the system and test system changes, enhancements, or new products.
• Contact businesses to explain electronic services and encourage utilization.
• Assist in marketing the online computer services.
• Assist with processing paper documents such as Power of Attorney, address changes, and waivers.
• Prepare documents for data entry.
• Scan and process documents that come in from the fax server, mailbox, or parcel mail.

Requirements

• Graduation from an accredited area college with an Associate's Degree.
• Experience equal to three years of full-time 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.
• An equivalent combination of education and experience substituting thirty semester hours of college or university coursework for one year of the required experience, with a maximum substitution of three years.
• Current continuous experience in the state executive branch that includes experience equal to eighteen months of full-time clerical work or direct customer service in a local Workforce Development Center or other Iowa Workforce Development office.

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.
• IPERS retirement package and an 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.