Public Benefits Specialist 3 - Call Center

State of Washington•Thurston County – Tumwater, WA

1d•Hybrid

About The Position

The Washington State Department of Revenue (DOR) is hiring multiple Public Benefits Specialist 3 positions for its call center in Tumwater, Washington. This role serves as the first point of contact for the Working Families Tax Credit (WFTC) call center, assisting Washington State's low-to-moderate-income working families and individuals. The primary function of the call center is to answer questions, assist with WFTC applications, and educate applicants on benefit criteria. The agency offers a remarkable work-life balance, a dynamic learning environment, and values diverse perspectives. They employ and serve people of all backgrounds and foster a culture of respect and inclusivity.

Requirements

Demonstrated ability to provide high-volume, direct customer service by phone and in person.
Skill in interpreting and conveying program information, procedures, and verification needs clearly and accurately.
Ability to communicate empathetically and respectfully with individuals in difficult, emotional, or high-stress situations.
Ability to work effectively with individuals from diverse cultural and socioeconomic backgrounds.
Proven ability to review, verify, and process applications or case files with a high degree of accuracy.
Demonstrated ability to use computer systems, telephony platforms, and web-based applications.
Progressive experience gathering documentation, evaluating data, and drawing reasoned conclusions.
Knowledge of or experience applying laws, regulations, or technical guidance to individual circumstances.
Demonstrated ability to manage multiple tasks in a fast-paced environment, including handling frequent interruptions.
Commitment to continuous learning and professional development.
Ability to learn and grow, taking responsibility for strengths and weaknesses to improve government programs.
Ability to meet the needs of others, being flexible, adaptable, customer-service focused, and empathetic.
Uses an equity & inclusive approach, understanding and appreciating diverse backgrounds, and encouraging an inclusive culture.
Uses an equity lens that applies an objective perspective to daily work by considering impacts on the people served, particularly marginalized groups.

Nice To Haves

9 months as Public Benefits Specialist 2.
An associate's degree or higher.
Experience in a call center environment.
Experience in a benefits program.

Responsibilities

Provide direct customer service via phone to WFTC applicants and supporting organizations.
Explain program requirements, application procedures, and verification needs.
Answer all questions regarding the WFTC program.
Refer customers to optional services and other agencies as needed.
Ensure limited English proficient clients receive properly translated forms and translation services.