ES Benefits Specialist 2: In-training/Telework

State of Washington•Multiple Locations Statewide, WA

1d•Remote

About The Position

The Employment Security Department has ten openings for customer-focused, detail-oriented professionals to join the Paid Leave Customer Care Team as ES Benefits Specialist 2 in-training. The role is eligible for full-time telework within Washington State, with occasional travel to the assigned duty station potentially required. The anticipated start date is February 16, 2027. As a member of the Operations Team and a primary point of contact for Washington’s Paid Family and Medical Leave (PFML) program, the specialist helps workers and employers understand their rights and responsibilities, processes benefit claims, and provides timely, accurate information. The work supports the department’s mission of providing economic stability and peace of mind. The position involves adjudicating claims, reviewing documentation for eligibility, and guiding customers through program requirements while complying with RCW, WAC, and agency policies. Customer interactions include claimants, employers, healthcare providers, representatives, and other stakeholders, including customers with limited English proficiency. These positions are hired as ES Benefits Specialist 1 in-training and advance to the ES Benefits Specialist 2 job class after successful completion of an in-training plan that includes on-the-job and classroom training. The role requires passing an Unemployment Insurance and Paid Family Medical Leave claim and fraud check.

Requirements

Meet one of the stated qualification pathways: four years of equivalent relevant experience; one year as an ES Benefits Technician plus three years of additional relevant experience; one year of equivalent ES Benefits Technician experience with another state administering insurance benefits programs plus three years of additional relevant experience; an associate’s degree in health or social science, public administration, or a related field plus two years of required experience; or a bachelor’s degree in health or social science, public administration, or a related field.
Required experience includes claims processing and adjudication; documenting and verifying benefit requests; fact-finding and advising on rights and responsibilities; making decisions based on laws and policies; explaining program requirements and services; resolving issues and communicating outcomes; and adaptability, versatility, and task management, including performing lower-level duties as needed.
Demonstrate the required equity competencies: take action to learn and grow, and take action to meet the needs of others.
Pass an Unemployment Insurance (UI) and Paid Family Medical and Leave (PFML) claim and fraud check.

Responsibilities

Process and adjudicate routine and complex Paid Family Medical Leave claims in accordance with RCW, WAC, and agency policies.
Provide customer service by phone, email, and secure messaging while managing high volumes of inbound and outbound communications.
Identify customer needs, research issues, and provide accurate, timely solutions.
Review wage information, identity verification materials, and medical certifications to determine benefit eligibility.
Conduct fact-finding and request additional documentation as needed to make legally sound determinations.
Ensure customers with limited English proficiency receive translated correspondence and due process through certified interpreters.
Resolve monetary and non-monetary redeterminations and process weekly claims, including corrections or adjustments.
Report potential underpayments, overpayments, and suspected fraud in accordance with compliance requirements.
Respond to inquiries from claimants, employers, healthcare providers, and other stakeholders about program requirements and case-specific issues.