Public Benefits Specialist 4 - Quality Assurance Specialist

State of Washington•Thurston County – Tumwater, WA

4d•Hybrid

About The Position

This position's primary function is to perform a holistic review of the WFTC account, determine whether the refund amount identified is correct, underpaid or overpaid, and take any steps to rectify any differences. This includes educating and providing guidance to applicants regarding the criteria for the benefit. Revenue is a dynamic learning organization where you will experience a remarkable work-life balance, with amazing leadership and talented co-workers ready and focused to achieve the agency's goals. We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, LGBTQ+, people with disabilities, and veterans. This unique culture of respect promotes a professional family of cohesive groups maximizing potential through opportunity.

Requirements

Demonstrated ability to independently interpret and apply complex program rules and policies, gained through experience evaluating eligibility determinations, performing quality assurance reviews, or conducting analytical case examinations in a public benefits or regulatory environment.
Proven ability to detect, analyze, and explain error trends or data inconsistencies, acquired through work involving case auditing, reconciliation of benefit determinations, quality control, or similar analytical review functions.
Progressive experience evaluating detailed documentation and verification materials for accuracy and completeness, such as reviewing financial, tax, or benefit-related records to make eligibility or compliance decisions.
Demonstrated skill in explaining program requirements, decisions, or complex information to customers or internal staff, developed through work in customer service, benefits administration, investigations, or eligibility determination roles.
Proven ability to work independently in a high-volume, deadline-driven environment while maintaining accuracy and attention to detail, gained through roles requiring sustained focus, time management, and prioritization of multiple assignments.
Demonstrated ability to communicate clearly and professionally in both verbal and written formats, based on experience drafting case notes, written determinations, reports, or responding to customer or interested parties.
Progressive experience using case management systems, audit tracking tools, or databases to document findings and perform research, such as working with ATLAS, internal benefits systems, or other eligibility or quality assurance tracking platforms.
Proven ability to collaborate effectively with peers, supervisors, and cross-unit partners, gained through roles involving coordination of case reviews, escalation of complex issues, or participation in team or unit projects.
Demonstrated commitment to equity, inclusion, and accessible service delivery, evidenced by experience assisting diverse or limited-English-proficient customers, coordinating translation services, or adapting communication to meet individual needs.
Ability to provide informal leadership or subject-matter guidance to others, acquired through experience mentoring peers, reviewing others’ work for accuracy, answering technical questions, or supporting training or process improvement efforts.
The ability to take action to learn and grow: Curious about themselves and others, take responsibility for knowing their own strengths and weaknesses, and use their learning to make government programs and processes more efficient and effective to serve all in Washington.
The ability to take action to meet the needs of others: Flexible, adaptable, customer-service focused, and willing and able to empathetically respond to the unique needs of the people they work with and serve.
Uses an equity & inclusive approach: Actively seeks to understand and appreciate the diverse backgrounds, perspectives, and experiences of colleagues, customers, and communities. Encourages an inclusive culture where everyone feels valued and respected. Uses an equity lens that applies an objective perspective to daily work by considering impacts on the people we serve, particularly marginalized groups by actively identifying and removing inequitable barriers.

Nice To Haves

9 months as Public Benefits Specialist 2
Ability to interpret public laws and policies and the ability to make independent decisions.
Excellent oral and written communication skills.
Experience in customer services, including interacting with individuals with limited English proficiency.
Ability to work effectively in a fast-paced office to complete multiple assignments while meeting performance standards.
A bachelor’s degree in social services, business administration, or a related field AND one year of experience examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims, or a job providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial or tax data and information, OR An Associate’s degree AND three years of experience examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims, or a job providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial or tax data and information.
Equivalent education/experience: Experience examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims, or a job providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial data and information, will substitute year for year, for education experience.

Responsibilities

Independently audit WFTC applications and supporting documents.
Examines, validates, and documents WFTC eligibility determinations for accuracy, completeness, and adherence to federal and state program rules.
Help identify criteria for determining applications to review.
Explain program requirements, application procedures, and verification needs.
Review and respond to different types of inquiries including those related to applications, general questions, and case specific questions.
Assist and educate customers with the process of applying for the WFTC.
Support other staff by providing technical expertise, analysis about eligibility, and customer skills.
Participate in continuing education and special projects.