ES Benefits Technician/Telework

JOB
**This recruitment may be used to fill multiple vacancies**The ideal candidate for these positions will have a background in providing excellent customer service and interacting with customers who are from a wide variety of backgrounds. They will be comfortable with technology, experienced in providing phone-based customer service, and have above basic to adequate computer skills to include utilizing web-based programs and Microsoft Office (Word and Excel). Candidates will exemplify the agency values of integrity, kindness, and equity and inclusion.The Leave and Care Division provides an easily accessible benefit that helps employees and employers maintain economic stability and peace of mind in challenging times. This position is assigned to the Operations Customer Care Team unit and reports to a Customer Service Supervisor. The person in this position supports the Leave and Care division with a wide range of para-professional duties and tasks. The position responds to a large volume of claimant calls and identifies customers' needs, clarifies information, researches issues, and provides solutions in a professional, courteous, and timely manner.NOTE: If selected, a telework kit will be provided and instructions on pick-up location and procedures will be given.
EXAMPLE OF DUTIES
As a Benefits Technician you will provide excellent customer service on a large volume of inbound and outbound customer contacts via phone, emails, and secure messages regarding Leave and Care, and WA Cares program requirements, eligibility criteria, and services available. You will respond to routine and complex inquiries from claimants, their representatives, employers and/or businesses helping to clarify issues, research, locate, and provide information and answers and alternative solutions. Some of your daily tasks: Provides customer assistance for Paid Family and Medical Leave services, including guiding them through the application process and providing information on documentation that is required, such as medical certifications, other supporting documentation to support their request and status updates.Independently resolves routine client/customer complaints by identifying the issues, determining procedural steps for resolution, offer alternative solutions and communicates results to the clients/customers.Process WA Cares fund exemptions requests. Issuing approvals and denials by reviewing the information provided and conducting fact finding with customers if/when necessary.Escalate issues to higher level staff as appropriate.Prepare and send documents to customers via postal mail.Acts as a liaison between clients/customers and the agency.Perform data entry and document customer interactions as required.To request a full job description, please click here: ES Benefits Technician
SUPPLEMENTAL INFORMATION
Why work with us?Our agency's mission and values drive every decision that we make, determine how we interact with others and are at the core of who we are. We value Access, Love, Belonging, Equity, Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self. Opportunity for All We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Cheyenne Pernites or the Talent Acquisition Team, or Washington Relay Service 711. If you are having technical difficulties creating, accessing, or completing **This organization participates in E-Verify**