Description

Are you interested in helping build something new that will make a lasting difference in lives of thousands? If so, this opportunity may be what you are looking for!

The Washington State Department of Revenue (DOR) has an exciting opportunity that only comes along once in a great while. We are hiring a Public Benefits Specialist 4 for our Call Center Team. This position will serve as the lead in our call center for the new program assisting Washington State’s low-to-moderate-income working families and individuals. The primary function is to support both for staff internally as well as direct customer service on the phone and/or in person for all customers. They are also dedicated to educating and providing guidance to applicants regarding the criteria for the benefit. As a lead on the team, this Specialist will also participate in helping support and train other staff on the program.

In 2021, the Washington Legislature passed ESHB 1297, which expands eligibility and funding for the Working Families Tax Credit program (WFTC). DOR will be administering this program. In order to do so, we must first build the team, develop and implement policies, establish operational procedures to support workflow processes, and create strategies and innovations that will meet the legislative mandate for this new program. These positions will be responsible for supporting other Tax Credit Administration Unit Specialists and will provide training to resolve issues with the WFTC applications.

Revenue is a dynamic learning organization where you will experience a remarkable work-life balance, with amazing leadership and talented co-workers ready and focused to achieve the agency's goals. We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, and veterans. This unique culture of respect promotes a professional family of cohesive groups maximizing potential through opportunity. We offer a generous benefits package that includes defined benefit retirement plans; health, dental and vision coverage, deferred compensation plans, and as a public service employee, you may also be eligible for student loan forgiveness.

Visit these links to watch our recruitment video to find out more about our agency and see what our employees say about why Revenue is a great place to work.

This recruitment is open in multiple locations statewide. The assignment of the official duty station will depend upon the nearest DOR field office, and the space available in that field office. If there is no availability in the office closest to you, DOR’s Tumwater office will be your official duty station. You will be expected to report to your official duty station up to once a week. Please select your preferred field offices in the supplemental questions that accompany this application.

The salary listed for this position does not include the 5% premium pay for positions based in King County.

Duties

This position will:

• 
  Acts as a technical expert to understand and resolve questions from other staff regarding WFTC applications, including questions regarding procedures, eligibility, and customer questions.
• Creates, maintains, and delivers training for new and experienced staff.
• Creates, maintains, and reviews procedures for efficient workflow. Performs more complex duties in relation to procedural development. Maintains the Call Center Desk Manual.
• Researches and settles disputes on eligible documentation.
• Assigns work to other Call Center staff.
• Serves as the primary point of contact for clients receiving WFTC. Provides direct customer service on the phone, including supporting individuals and organizations that work with WFTC applicants (ex. VITA, community-based organizations, etc.).
• Explains program requirements, application procedures, and verification needs.
• Receives and responds to different types of inquiries including those related to applications and reviews, information and referral requests, general questions, and case specific questions.
• Independently review and approve WFTC applications.
• Participate in continuing education and special projects as needed.

Qualifications

Please ensure that your application materials address the following qualifications~

One year of experience as a Public Benefits Specialist 3

OR

A Bachelor’s degree in social services, business administration, or a related field AND two years of experience in a call center or customer service environment, examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims, or a job providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial or tax data and information,

OR

An Associate degree AND four years of experience in a call center or customer service environment, examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims, or a job providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial or tax data and information, providing customer service in a high volume setting.

Equivalent education/experience: Experience providing customer service in a high-volume setting, examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims, or a job providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial data and information, will substitute year for year, for education experience.

Preference may be given to candidates who possess:

• 
  Ability to interpret public laws and policies and the ability to make independent decisions.
• Possess excellent verbal communication skills.
• Ability to learn and effectively use telephony systems and associated technology.
• Apply technical regulations, procedures, and analyze complex situations.
• Work effectively in a fast-paced office and be able to demonstrate flexibility in completing multiple assignments while meeting performance standards.
• Bi-lingual ability.

To be considered:

• Complete the online application in detail.
• Attach a current resume'.
• Attach a letter of interest explaining your interest in the position and how you meet the qualifications listed.
• Include three or more professional references with current contact information.

To take advantage of Veteran's preference, please attach your DD-214, member 4 long form, or your NGB-22. Please blackout (redact) your social security number and date of birth before attachment.

Questions?

Hello, my name is Patrick and I will be assisting with this announcement. As a 20-year Army veteran, I understand the difficulty finding an enjoyable career with a work-life balance. At Revenue, we pride ourselves in connecting talented individuals with opportunity and would like to answer any questions you have. Please contact any part of the Staffing team at Jobs@dor.wa.gov or give me a call (360) 704-5738.

Supplemental Information

At Revenue, we put employee safety first and foremost. This is why we will use every resource possible to ensure this hiring process stays within the current guidelines related to COVID-19. If selected to move forward, please be aware interviews may be conducted virtually using a webcam teleconferencing method.

The Human Resource Division may use referrals from this recruitment to help fill future similar vacancies for up to six months.

This position is covered by a collective bargaining agreement between the Department of Revenue and the Washington Public Employees Association (WPEA).

Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

The Department of Revenue is proud to be an equal opportunity employer. We embrace diversity and offer a respectful, inclusive culture for people with disabilities, as well as members of all protected groups and statuses. We encourage you to apply.

If you need help during the application process, please call the Human Resources Office at 360-704-5731. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.