L&I Customer Service Specialist 2

State of Washington•Thurston County – Tumwater, WA

2d•Hybrid

About The Position

The Labor & Industries (L&I) is seeking a Customer Service Specialist 2 to join their Customer Service Compliance and Public Safety division (CSCPS) in Tumwater, Washington. This role supports the Contractor Registration Act and the Homeowner Recovery Program, aiming to protect consumers by ensuring contractor compliance with state law and providing financial relief for damages caused by contractor violations. The position contributes to a fair construction marketplace by upholding legal and administrative frameworks for homeowner recovery and responsible contractor operations.

Requirements

High School Diploma or equivalent
The ability to understand and explain laws and rules regarding the issuance of registrations processed by the program.
Communicate topics that are complex in nature both in a clear easy to understand manner both in verbally and in writing
Two (2) years’ experience providing assistance to customers regarding inquiries, complaints or problems
The ability to take action to learn and grow.
The ability to take action to meet the needs of others.

Nice To Haves

Two (2) years’ experience providing assistance to customers regarding inquiries, complaints, or problems

Responsibilities

Independently review, evaluate, and verify summons and complaints received to ensure compliance with statutory requirements.
Provide written explanations to private attorneys, the Attorney General’s Office, and homeowners when legal actions do not meet statutory requirements.
Serve as the Department’s process server, serving summons and complaints to bonding companies and contractors, including those that may meet eligibility requirements for homeowner recovery fund.
Record judgments and Superior Court actions in Quickcards on the contractor records.
Suspend contractor registrations for unsatisfied judgments, impaired bonds, and defaults on payment plans in accordance with RCW 18.27.
Provide written notification explaining reasons for denial of judgment actions that do not meet statutory requirements.
Provide training to L&I staff on summons and complaint, judgment and recovery fund requirements related to contractor registration suspensions and reinstatements.
Provide homeowners, contractors, attorneys, and internal staff regarding the Homeowner Recovery Program and the statutory requirements associated with recovery claims.
Provide consumers with information about contractor registration requirements, including how to verify contractor registration status and their rights and responsibilities when hiring a contractor.
Use expert knowledge and judgment to explain statutory and regulatory requirements under RCW 18.27, providing detailed guidance on compliance requirements and program processes including operations of the homeowner recovery fund.
Inform customers of additional steps required to operate a business in Washington, including licensing requirements through the Department of Revenue and the Secretary of State.
Receive and review notifications identifying contractors with outstanding debts owed to the department, including debts identified through audit findings and homeowner recovery and evaluate what regulatory action is required under the Contractor Registration laws.
Coordinate with internal program staff, audit personnel, and other stakeholders to ensure timely processing of contractor suspensions and updates to contractor registration records related to unsatisfied judgments and tax warrants.