Professional Licensing Representative (PLR2)

State of Washington•Thurston County – Olympia, WA

5d•Hybrid

About The Position

The Department of Licensing (DOL) is seeking a Professional Licensing Representative for its Centralized Investigations and Audits Unit (CIAU) within the Business and Professions Division (BPD). This role is for current internal DOL employees only. The DOL is committed to fostering a culture of belonging, respect, trust, diversity, equity, and inclusion. As a visible state agency and a significant revenue generator, DOL serves millions of residents annually and plays a vital role in their daily lives. The Professional Licensing Representative will support the CIAU by providing complaint intake and licensee compliance support for all professions within the BPD. This involves reviewing customer complaints, evaluating background investigations, approving applications, and recommending denials when necessary. The position requires strong analytical skills, the ability to interpret policies, laws, and regulations, and excellent customer service capabilities.

Requirements

Six (6) years of relevant experience in a regulatory or licensing program providing assistance to customers regarding inquiries, complaints, or problems.
OR Three (3) years of experience as a Professional Licensing Representative 1 (PLR1).
Experience must include two (2) years of interpreting and applying administrative statutes, rules, or federal regulations.
Experience with RCW's and WAC's in a regulatory environment.
Experience with regulatory and compliance requirements, including the Administrative Procedures Act.
Independently composing, formatting, and communicating professional correspondence, emails, memos, letters, legal documents, and technically correct, and step-by-step instruction responses to customers, applying plain talk and clear communication guidelines.
Understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors, and decisions.
Promote and support a respectful, equitable, and inclusive workplace for all employees.
Promote and support respectful, equitable, and inclusive delivery of services to customers.
Take action to learn and grow.
Take action to meet the needs of others.
Up to two (2) years of relevant education in business/public administration, auditing, criminal justice or a closely allied field may substitute year for year of experience.

Nice To Haves

Bachelor's degree in business or allied field.
Two (2) years of experience providing professional customer service in person, writing, or by phone.
Knowledge and experience using DOL's Drives system.
Experience in a regulatory or licensing program interpreting laws and rules.
Experience testifying as the subject matter in legal proceedings.
Investigative experience and knowledge including methods, principles, and standards.

Responsibilities

Provide complaint intake and licensee compliance support for all professions within BPD.
Complete the initial review of customer complaints about business and professional licensing.
Support the team through work assignment, data analysis, and complaint intake process development.
Prioritize workload independently to follow up and fully process requests with varying priorities.
Initiate and oversee a high volume of complaint intakes involving licensees and applicants based on state laws, rules, and regulations.
Review applicant background investigations, evaluate supporting documentation, approve applications, and recommend licensing denials when appropriate.
Serve as the senior technical resource for complex complaint intake, investigations, licensing issues, and regulatory requirements.
Provide guidance and consultation to staff, licensees, boards and commissions, stakeholders, and the public regarding complaints, licensing processes, and agency procedures.
Assist in the review, development, and implementation of laws, rules, policies, and procedures impacting licensing and investigative activities.
Prepare and analyze production metrics, workload reports, and staffing plans to support operational and strategic decision-making.
Partner with boards, commissions, legal counsel, and internal teams to resolve complex issues and support regulatory and licensing activities.