Contact Center Specialist

Salary: $39,398.00 - $53,304.00 Annually
Location : Thurston County - Olympia, WA
Job Type: Exempt
Job Number: WSAC 05-2024
Department: Washington Student Achievement Council
Opening Date: 03/20/2024
Description
This job posting has been re-opened and will remain open until filled. Applicants who have previously applied do not need to reapply. Screening of application materials will begin immediately and will be on-going. It is in the applicant's best interest to submit their application materials as early as possible. The hiring manager reserves the right to make a hiring decision at any time. This job posting may be closed at any time without notice.
Why work for the Washington Student Achievement Council?At the Washington Student Achievement Council (WSAC), we are committed to increasing educational opportunities and attainment in Washington. We believe that every person living in the state of Washington should have access to educational opportunities and be encouraged to pursue education or training beyond high school. To achieve our mission, we:

• Lead statewide strategic planning to increase educational attainment.
• Administer programs that help people access and pay for college.
• Advocate for the economic, social, and civic benefits of higher education.

Learn more about the work of the and our equity
At WSAC
Our programs and policies work with diverse communities to eliminate barriers to people pursuing education beyond high school. As an employer, we are working to foster an agency culture driven by equity, diversity and inclusion. We strive to hire, cultivate, and retain a competitive workforce that reflects the communities we serve.

• We offer flexible/alternative work schedules, wellness activities, and teleworking opportunities.
• Eligible employees who are new parents or legal guardians can bring their infant (six weeks to six months) when returning to work.
• Employees have access to tuition assistance and tuition waiver programs.
• If you have experience advocating for communities of color or others who are experiencing educational inequities-including those directly impacted by the criminal justice system; people who identify as queer, trans, lesbian, gay, or bisexual; veterans; and people with disabilities, you are strongly encouraged to apply, even if you don't meet all of the desired/preferred qualification listed.

Learn more about WSAC's mission and
About the College Savings Plans Division and the Contact Center
The Washington College Savings Plans (WA529) division includes the Guaranteed Education Tuition Program (GET) and the DreamAhead College Investment Plan. These programs strive to increase college access and affordability and reduce future student debt by offering individuals and families various options to save for a student's future higher education expenses. Research finds that students who know there is a college savings plan in their names have better educational outcomes. Accordingly, WA529 is committed to centering equity in our work and increasing program participation among underrepresented communities through targeted outreach and strategic partnerships and initiatives. The Committee on Advanced Tuition Payment and College Savings (Committee) governs the program.
The GET Contact Center assists with the enrollment process, account management activities, and technical support for prospective and current GET customers. The team works together to field customer inquiries, manage customer accounts, ensure accurate recordkeeping, and provide information, resources, and account options that help account owners make informed decisions about their accounts. The GET Contact Center works closely with other WA529 operations, marketing, and IT units to ensure all program practices and process enhancements center the customer in the decision-making process.
About the Position
The Contact Center Specialist is part of the GET Contact Center team and is responsible for assisting current GET account holders and prospective customers through various forms of communication with information regarding the program and the management of accounts. Contact Center Specialists must be able to thrive in a fast-paced work environment, problem-solve, exercise sound judgment, employ active listening skills, and demonstrate empathy towards others. Additionally, Contact Center Specialists should prioritize and center equity, diversity, and inclusion practices in their work and be committed to delivering exceptional customer service to people of all backgrounds.
Working Conditions

• Overtime-eligible, exempt from state civil service rules.
• Requires occasional evening and weekend work.
• The standard schedule is 8:00 a.m. to 5:00 p.m. Monday - Friday.
• This position is hybrid-eligible. We are currently working fully remotely. Successful candidates must be able to work in the Olympia office when required.
• This position will require sitting for long periods of time using the telephone and computer systems to respond to customer correspondence and inquiries.
• Equipment and supplies required to work from home will be provided by the agency, including a computer, monitors, keyboard, mouse, and an office chair.

Duties
The Contact Center Specialist is responsible for being the initial point of contact for current account holders and perspective customer by receiving and replying to incoming phone calls and email correspondence.
Some of what you'll be doing includes:

• Assisting customers with program enrollment and account servicing including opening accounts, payment on accounts, payment agreements, and collection of money.
• Explaining enrollment procedures and assists in completion of necessary forms, follows-up with customers for additional information needed to complete enrollment using a variety of communications, including e-mail, telephone, fax, and mail.
• Providing information regarding the options, rights, regulations, and services available.
• Interpreting and applying knowledge of laws, regulations, policies, procedures and record keeping processes in the resolution of inquiries, complaints and problems or concerns.
• Applying the agency equity lens, review program policies, practices and procedures on a regular basis and offer recommendations to management on how to improve service delivery and ensure equitable practices for our customers.
• Reviewing and researching records documentation to resolve customer service-related issues; advises customers of proper procedures involved in appealing program decisions.
• Acting as a liaison between information services and users, and between customers and program director and other staff, as directed.
• Reviewing, identifying and processing a variety of written requests from current account holders, which may include request for materials, account changes or corrections, refund requests or other requests using program database software.
• Producing data reports from systems and initiating queries for special reports as needed.
• Performing complex word processing/typing skills such as merging and sorting, integrating text with graphics, spreadsheet and database files; uploading/downloading, and, use spreadsheets and data base software to develop and maintain records, use graphics software and recommend appropriate display of information.
• Assisting in program projects such as annual statements, and periodic mailings.

Qualifications
Core Competencies

• A proven track record of high efficiency and goal-oriented work performance;
• Capacity to think critically, logically and creatively apply problem-solving skills to meet challenges.
• Commitment to collaborating, interacting harmoniously, productively, and with diverse groups inside and outside of the agency while maintaining a courteous attitude;
• Ability to:
  1. Communicate effectively, including repackaging complex issues in messaging that is easy to read and understand;
  2. Consistently follow instructions as provided and proactively anticipate needs and take initiative;
  3. Work independently and stay organized;
  4. Apply and interpret laws, policies and procedures;
  5. Use sound judgement in evaluating and making decisions;
  6. Provide secure service to protect sensitive customer information;
  7. Effectively prioritize tasks, estimate time frames, plan and use available; resources, coordinate work assignments with others, and meet deadlines;
  8. Speak and communicate effectively with all team members, internal and external customers, and stakeholders;
  9. Perform duties efficiently in a high volume, fast-paced environment.

Required Education, Experience

• Two years of experience providing assistance to clients/customers regarding inquiries complaints, or problems in person, by telephone, email and/or other written correspondence.
• Demonstrated proficiency in MS Word and Outlook.
• A commitment to ongoing learning around equity, diversity and inclusion best practices.

Preferred/Desired Education and Experience

• Experience working in a fast-paced call center/office environment.
• Working knowledge of MS Excel.
• Knowledge of and experience with complex customer databases/technology platforms.
• Experience using virtual meeting platforms (MS Teams, Zoom, etc.).
• Proofreading, error detection, and correction skills.
• Other skills, knowledge, and abilities beyond the minimum that are relevant to the position including fluency in Spanish or other languages.

Supplemental Information
Application Procedures
To be considered for this position you must possess the required qualification listed above. Find this job posting and complete your profile at www.careers.wa.gov. which must include the following:
1. Letter of Application. A letter of application that addresses how you meet the required
education and experience described in this announcement. Applications with generic cover
letters will be considered nonresponsive and may eliminate the application from further
consideration.
2. Resume. A detailed resume including all educational and professional experience.
3. References. A list of names, titles, and current telephone numbers of three (3) employment references.
Please Note: 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.QUESTIONS?For questions about this recruitment contact Alisha Rollins,
EEO Statement
The Washington Student Achievement Council is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all applicants and employees. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. Women, racial and ethnic minorities, persons with disabilities, persons over 40 years of age, and veterans are encouraged to apply. If you need accommodation in the application process or wish to receive this job announcement in an alternative format, please call 360.485.1138 or email
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA)...