Professional Licensing Representative (PLR2)

State of Washington • Thurston County – Olympia, WA

4d • Hybrid

About The Position

The Washington State Department of Licensing is recruiting a Professional Licensing Representative for its Licensing and Customer Support Services Unit in the Business and Professions Division. This opportunity is for current DOL employees only. The role supports licensing activities across multiple professional licensing programs, including Collection Agencies, Real Estate and Appraisers, and Transportation Services. The representative works in a fast-paced, changing environment and communicates directly with customers, including those with concerns, while supporting licensing staff, leadership, complaint intake, and regulatory and compliance teams in making licensure determinations.

The position provides guidance on licensing laws, rules, and agency policies; compiles information for reporting; helps identify and address training needs; and participates in call reviews and escalations to improve customer service. It also manages system-related issue tracking and testing, and researches public disclosure requests, data requests, and workload reports.

The employee initially trains full-time in the Olympia office and, after training, works in-office every Wednesday and Thursday. Additional in-office time may be required based on business needs. A pre-employment criminal record history check is conducted. Reasonable accommodations are available for qualified individuals with disabilities.

Requirements

• Six years of technical experience in a licensing or regulatory program, or one year of experience as a Professional Licensing Representative (PLR1).
• Three years of experience providing customer service by phone or in person, with regular daily responsibility for explaining rules and policies.
• One year of experience answering a multi-line phone system, taking messages, transferring calls, and assisting others over the phone.
• Ability to communicate effectively verbally and in writing, including using templates, with diverse clientele while maintaining confidentiality.
• Experience accessing, updating, and maintaining multiple databases.
• Experience creating and updating records within several software programs.
• Ability to understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors and decisions.
• Ability to promote and support a respectful, equitable, and inclusive workplace for employees and service delivery for customers.
• Ability to take action to learn and grow and to meet the needs of others.
• Experience may be gained concurrently.
• Up to four years of relevant education in business or public administration, social or behavioral science, or a closely allied field may substitute year for year for experience.

Nice To Haves

• Ability to identify, investigate, and resolve customer technical issues using an organization's computer software or systems.
• Experience assisting in developing professional training plans that instruct, coach, and identify training needs.
• Two years of experience supervising staff and providing guidance and coaching.
• Experience developing relevant performance measures and using them to improve performance, motivate staff, and influence decision-makers.
• Additional education or experience beyond the required qualifications in relevant fields.

Responsibilities

• Provide direction and guidance on complex licensing issues to licensing staff, applicants, and regulatory boards.
• Use knowledge of laws, rules, and policies to compile in-depth information for reporting.
• Collect training feedback and report training deficiencies to the training development team.
• Participate in calls, call shadowing, call metrics reviews, and escalated calls to identify improvements and provide constructive feedback to staff.
• Manage the SQR process for system-related issues using applications and DOL software to document, report, track, and test fixes.
• Research and support public disclosure requests, data requests, and workload reports related to licensing.
• Support licensing activities for multiple professional licensing programs, including Collection Agencies, Real Estate and Appraisers, and Transportation Services.
• Support leadership, the team, complaint intake, and regulatory and compliance staff in making licensure determinations through customer support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed