UI Benefit Specialist 3 - Non-permanent: Internal Only/Telework

Description

The ideal candidate in this role will use coaching practices when working with team members. They will be strong communicators, flexible in their methods, have a high level of empathy, are welcoming, have a willingness to learn and will be change agents in support of agency business initiatives. They will be comfortable with technology, experienced in providing phone-based customer service, and have basic computer skills to include utilizing web-based programs and Microsoft Office (Word and Excel). Candidates will exemplify the agency values of integrity, kindness, equity, and inclusion and will have a proven track record for providing excellent customer service and interacting with people who are from a wide variety of backgrounds, ethnicities, and beliefs.

As a UI Benefit Specialist 3 - Lead you will support Employment Security Department? mission and vision of providing Washington? workers equitable access to programs that contribute to economic security by supporting staff through coaching, mentoring, and providing technical assistance to ensure timely, accurate benefits. You will assist the unit supervisor in leading and directing the day-to-day work of a team or teams of professional Unemployment Insurance Employment Security Benefit Technicians and Specialists employees. This is a full-time/non-permanent position that is primarily telework but may need to go into the office for occasional meetings or events.
?* This opportunity in Internal Only and is available only to current Employment Security Department employees.
Note: We are not accepting attachments for this application process.
Duties

You will assist the supervisor in leading and directing the day-to-day work of UI Benefits employees, including monitoring quality, performance, and productivity of Claims Center staff. You will assist with training, orienting, directing, and coordinating the work of Claims Center Benefit Technicians and Specialists, and directing staff when workload assignments need to be adjusted. Providing guidance to Benefit Specialists on difficult, complex, or unusual cases.

Some of what you will do:
?Respond to inquiries from claimants, employers and/or 3rd parties.
?Analyze written and oral information to guide UI Benefits employees in completion of intake related work, eligibility determinations and adjudication.
?Provide technical support and policy/procedure clarification and consultation on various types of initial claims, continued claims, and adjudication.
?Act as team member first point of contact in the supervisor? absence for team? daily operational needs.
?Provide coaching and mentoring to Benefit Specialists on all aspects of Unemployment Insurance of varying levels.
?Assist supervisors in completing call monitoring, web notice reviews, quality reviews, and other quality assurance activities.
?Review work of Benefit Specialists to ensure accuracy and conformance to laws, regulations, policies, procedures, and standard work.
?Ensure the work of Benefit Specialists meet the timeframes and deadlines set by program requirements.

For a full description of duties, please click here to request from recruiter: PDF Request
Qualifications

What you bring:
A combination of education and relevant experience equivalent to eight (8) years which includes four (4) years of supervisory experience providing customer service in areas such as unemployment insurance, social services, human resource services, education, public relations, benefits programs, and insurance claims.

OR: One (1) year of experience as a Benefits Specialist 1 or 2.

Additional Requirement of Employment:
?Internet service with speeds of 24mbps download and 2MB upload. To test your internet speed please go to www.speedtest.net.
?Must have hardwired stable and consistent internet access (internet connected via ethernet cable to a steady streaming.
?Must be able to pass Unemployment Insurance (UI) & Paid Family and Medical Leave (PFML) claim and fraud check.

Supplemental Information

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, and 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 Jeanette Nelson 564-200-2475 the Talent Acquisition Team, or Washington Relay Service 711. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.
?*This organization participates in E-Verify**

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