Benefit Specialist 3 - Leave and Care Employer Support Lead: Internal - Telework

State of Washington•Lacey, WA

49d•Remote

About The Position

The ideal candidate will have professional experience providing customer service to employers, they will have advanced knowledge of ESD and Leave & Care rules, laws, regulations. They will also have a proven track record for providing superior service and interacting with people who are from a wide variety of backgrounds, ethnicities, and beliefs. Your primary responsibility will be to lead efforts related to ensuring employers, employer agents, and elective coverage customers receive the support needed to adequately adhere to Washington State's Paid Leave and WA Cares program requirements. As a lead on the team, you will mentor, coach, and train Employer Reporting Specialists. Additionally, you are responsible for reviewing the work of specialists, make necessary corrections, and/or refer to team supervisor for guidance. You will resolve complex problems escalated by staff members by clarifying issues, researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems and communicating results to the customer. This is a full-time, permanent position that is telework with flexible schedule options. NOTE: This opportunity is available only to current Employment Security Department employees. As an Employer Reporting Lead, you will be responsible for advanced support to internal and external customers on inquires related to employer and elective coverage accounts. You will lead and direct the day-to day work of assigned team of Specialists and assist and advise employer agents and other third-party agents in their reporting obligations, premium payments and any other issues concerning the representing of employers as outlined in current and future state law and ESD policies.

Requirements

Option 1: Six (6) years of equivalent education/experience.
Option 2: One (1) year as an ES Benefits Specialist 2.
Option 3: One (1) year of experience equivalent to the ES Benefits Specialist 2 with another state that administers insurance benefits programs or collects reports and payments from businesses.
Option 4: Associate's degree in business administration, accounting, public administration, law, or related field AND four (4) years of the required experience below.
Option 5: Bachelor's degree in business administration, accounting, public administration, law, or related field AND two (2) year of the required experience below.
Option 6: Master's degree in business administration, accounting, public administration, law, or related field AND one (1) year of the required experience below.
Regulatory Knowledge & Communication Skills: Proficiency in explaining complex regulations clearly.
Advanced Problem-Solving & Advising: Skill in addressing complex issues and providing guidance
Subject Matter Expertise: Proficiency in navigating intricate employer account matters.
Workload & Quality Monitoring: Ability using available data to monitor workload and ensure quality outcomes
Data Analysis: to verify calculations, attention to detail to ensure accuracy, regulatory knowledge to comply with laws, problem-solving to resolve discrepancies, and communication skills to report findings.
Adaptability & Multitasking Skills: Flexibility to manage varied responsibilities.
Must be able to pass Unemployment Insurance (UI) & Paid Family and Medical Leave (PFML) claim and fraud check.

Responsibilities

Assist with on-boarding new team members, including training and identifying knowledge gaps.
Review team outputs for accuracy and compliance with laws, regulations, and current procedures.
Observe, document, and communicate with team supervisor needs related team development, employer service needs, or gaps in communications to customers.
Collaborate with unit leadership to ensure consistent guidance and use of current procedures across teams.
Resolve complex inquiries escalated by staff, researching and implementing solutions or escalating when necessary.
Offer timely and effective telephone support for escalated customer inquiries, while helping to alleviate peak call demands.
Assist in maintaining elective coverage accounts and educate them in their reporting obligations, premium payments and correcting errors in registration.
Educate employers and their representatives to promote voluntary compliance with state law and ESD policies.
Assist employers with Leave and Care program(s) premium payments. Assistance includes helping employers navigate the portal and providing guidance regarding how to submit required information and premium payments.
Recommend improvements to financial controls, legal compliance, and operational procedures.
Ensure all conclusions and statements of fact are supported by sufficient and appropriate evidence.