Professional Licensing Representative (PLR1)

State of Washington • Olympia, WA

350d

About The Position

At the Department of Licensing (DOL), we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers and help build trust in our government. Our Customer Service Unit in our Business and Professions Division (BPD) is currently recruiting a Professional Licensing Representative who is passionate about the work we do to join their team! We are one of the most public facing state agencies and the second largest revenue generating agency in Washington State. We regularly interact with over 6 million Washington residents. We advance public safety and consumer protection through licensing, regulation, and education, and collect over $3 billion in revenue. Our Business & Professions Division (BPD) has 39 business and professional licensing programs and overall manages 42 programs, providing oversight of Combative Sports events, maintaining Uniform Commercial Code filings, administering the Centralized Investigations & Audits Unit (CIAU), Performing Rights Society registration, and maintaining the Firearms database for law enforcement.

Requirements

• Four (4) years of experience providing professional customer service assisting customers to resolve complaints or answer questions using knowledge and interpretation of laws, rules, and regulations.
• Up to two (2) years of relevant education may substitute year for year for experience. Relevant education will include major study in business or public administration.
• Two (2) years of technical experience in a licensing or regulatory program.
• Two (2) years of experience using Microsoft Suite including Word, Excel, Outlook, OneNote, SharePoint (or similar programs).
• One (1) year of knowledge and experience accessing, inputting, and maintaining records into multiple database systems.
• Interpreting laws, statutes regulations, rules, policies, and law codes and applying them in relevant work experience to communicate to customers/clients.

Nice To Haves

• Knowledge and understanding of the Legislative process and policy development.
• Ability to analyze policy, research issues, identify impacts, assemble documentation, prepare agency policies and policy briefs.
• Experience working in DRIVES, Atlas, POLARIS, Salesforce, user interfaces, or other web-based applications retrieving/updating data from unique department database systems.
• Experience in training others, coaching, and identifying training needs.

Responsibilities

• Evaluate and make recommendations for approval of applications, renewals, exam requests, documents, and waiver requests using complex statutes and policies.
• Respond to customer calls, emails, complaints, and inquiries to assist with licensing.
• Use computer applications and agency software to document, research, and track customer issues.
• Assist leadership in planning and organizing the licensing activities across multiple professional licensing programs.
• Consult with section leadership on complex process and procedure issues, workload efficiencies, and challenges to continuously improve process expectations.

Benefits

• DOL is committed to the full inclusion of all qualified individuals.
• We will take the steps to assure that people with disabilities are provided reasonable accommodations.

What This Job Offers

• Industry: Administration of Economic Programs