Leave and Care: (ES Benefit Specialist 3) OCDL - Internal Only

State of Washington•Thurston County – Olympia, WA

About The Position

The Employment Security Department (ESD) is seeking a skilled, customer-focused problem solver to serve as a Customer Support Lead within the Insurance Services Division. The ability to communicate in Spanish is required for this role. The ideal candidate is a calm, confident communicator—someone who excels at de-escalating challenging situations, analyzing complex issues, and guiding both customers and staff toward clear, timely resolutions. You are patient, empathetic, and highly detail-oriented. You thrive in fast-paced environments, navigate regulations with ease, and bring strong judgment to emotionally charged or complicated cases. You build trust quickly, collaborate effectively across teams, and maintain professionalism even under pressure. Note: This opportunity is only available to current employees of the Washington Employment Security Department

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.
Option 4: Associate’s Degree in a health or social science, public administration or a related field and Four (4) years of the required experience below.
Option 5: Bachelor’s Degree in a health or social science, public administration or a related field and Two (2) year of the required experience below.
Option 6: Master’s Degree in a health or social science, public administration or a related field and One (1) year of the required experience below.
The ability to take action to learn and grow.
The ability to take action to meet the needs of others.
Proficiency in explaining complex regulations clearly.
Expertise in analyzing claim documentation for accuracy.
Ability to address complex issues effectively.
Proficiency in navigating intricate claim matters.
Ability to recommend procedural improvements.
Proficiency in addressing and resolving stakeholder concerns.
Flexibility to manage varied responsibilities.
Must be able to pass Unemployment Insurance (UI) & Paid Family and Medical Leave (PFML) claim and fraud check.
Ability to communicate in Spanish is required.

Nice To Haves

Degree in business administration, accounting, public administration, law, or related field. AND equivalent experience

Responsibilities

Supports the Leave and Care Operations team by resolving escalated and complex Paid Family and Medical Leave customer issues.
Serves as the first point of contact for escalations from Benefit Specialists and Benefit Technicians.
Manages constituent complaints.
Acts as the primary liaison to the Office of the Ombudsman.
Ensures customers receive accurate information, timely assistance, and high-quality service.
Supports staff through coaching, guidance, and technical expertise.
Responds to escalated calls, emails, and cases.
Conducts in-depth case reviews.
Determines appropriate actions to resolve complex or sensitive customer concerns.
Manages CITS complaints.
Coordinates with the Ombudsman’s office.
Communicates resolutions to customers and internal stakeholders.
Provides coaching, mentoring, and support to Specialists handling difficult customer interactions.
Reports trends, root causes, and case outcomes to Operations Management and recommends improvements.
Communicates resolutions clearly and professionally to customers, Specialists, Leads, and Supervisors.
Performs backup duties for Specialist 2s and Specialist 3s, including training and workflow support.