LCD - Employer Reporting Lead (ESBS3) - Telework / Internal Only

State of Washington•Thurston County – Olympia, WA

5d•Remote

About The Position

This position is open to Internal ESD Employees only. This position will be eligible for teleworking full-time but may have to come into the Olympia office infrequently due to business needs. The ideal candidate for the Leave and Care Employer Reporting Team Lead is a collaborative and customer-focused leader with strong technical expertise in employer account administration, regulatory compliance, and complex problem solving. They are skilled at interpreting and applying state laws and policies, resolving highly complex employer issues, and providing sound guidance to customers, team members, and leadership. The successful candidate is analytical, adaptable, and committed to continuous improvement, using data and operational insights to strengthen service delivery, ensure program integrity, and support equitable access to Paid Family and Medical Leave and WA Cares benefits for Washington employers and workers. They excel at leading work through others by coaching, monitoring quality, improving processes, and fostering accountability while maintaining exceptional customer service. This position provides leadership to the Leave and Care Employer Reporting Team within the Employer Services Unit of the Insurance Services Division. The team plays a vital role in supporting employers, employer agents, and elective coverage customers in meeting their legal obligations under the Paid Family and Medical Leave and WA Cares programs. Through this support the Employer Support Lead, directly contributes to safeguarding public resources and maintaining the integrity of the PFML and WA Cares trust funds, ensuring these programs remain sustainably funded and able to deliver essential benefits to Washingtonians.

Requirements

Proficiency in explaining complex regulations clearly.
Skill in addressing complex issues and providing guidance.
Proficiency in navigating intricate employer account matters.
Ability using available data to monitor workload and ensure quality outcomes.
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.
Flexibility to manage varied responsibilities.
Ability to resolve unpaid premium issues accurately.
The ability to take action to learn and grow.
The ability to take action to meet the needs of others.

Responsibilities

Initiate, receive and respond to complex inquiries from specialists when they are not able to resolve them from employers and/or their representative(s) by researching, locating and providing information.
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.
Fix UBI errors and errors preventing employers from filing.
Monitor for errors in wage reporting or rejected reports and provide technical assistance to employers to get it resolved.
Detect discrepancies and clarify data through telephonic and electronic inquiries, correspondence, and interviews.
Document all actions for each case according to the appropriate case management system.
Recommend changes which will improve accountability over public assets, financial records, systems procedures and controls, or which will bring an organization into legal compliance; advise management on implementing changes.