L&I Revenue Agent 4 CEO Supervisor- Internal

State of Washington•Thurston County – Tumwater, WA

1d•Hybrid

About The Position

Labor and Industries’ (L&I) mission is to “Keep Washington Safe and Working”. The Revenue Agent 4 functions at the supervisor level and contributes to the economic well-being of L&I by supervising a team of Revenue Agents who collect debts owed to the department. The position supports the agency’s strategic Goal #3 “Make it easy to do business with L&I”, Goal #4 “Help honest workers, businesses and providers by cracking down on the dishonest ones”, and Goal #5 “Ensure L&I is the employer of choice.” This position is flexible/hybrid with one day a week working at the office in Tumwater, WA. For positions where in-office work is necessary, the frequency of telework will be discussed with the supervisor of the position at the time of offer.

Requirements

Three years of experience as a Revenue Agent 3.
OR A bachelor’s degree involving major study in business administration, accounting, public administration, police science, economics, criminal justice, sociology, psychology, law, or closely related field AND Five years of experience in the collection of civil or criminal debt, law enforcement, personal or corporate finance, accounting or bookkeeping, or investigations involving personal background, business practices or fraud.
Qualifying experience may substitute year-for-year for education.
Demonstration of Position-Specific Skills, Abilities and Competencies (for a complete list, please request the PDF), including: The ability to take action to learn and grow.
The ability to take action to meet the needs of others.
Demonstration of Position-Specific Skills, Abilities and Competencies.

Nice To Haves

Knowledge of LEAN Principles a plus.
Experience working in or leading a unit that operates a dialer system.
Knowledge of: Applicable Revise Codes of Washington (RCW) and Washington Administrative Codes (WAC); federal and state laws, regulations, polices and decisions affecting the legal collection of funds; instructional and presentation techniques; principles and methods for curriculum and training design; community property laws and lien priorities of third parties; investigative techniques; supervisory responsibilities and practices.

Responsibilities

Organizes and assigns workloads to ensure inbound calls, outbound contacts, voicemail and emails are handled within the appropriate timeline: Performs daily data extractions to track inventory and analyzes the data.
Responsible for staff scheduling and adherence to service level expectations
Logs into the dialer and handles call as needed. When issues arise, coordinates with IT staff as needed
Supervises and administers the day-to-day operation and efficiency of the Collections, Education & Outreach Unit:
Reviews and approves (or denies) penalty and interest waiver requests.
Reviews work of staff to ensure compliance with agency laws and rules, policies and procedures, statewide performance measures and competencies.
Ensures staff arrive and leave work timely and that leave is entered as appropriate.
Coaches and mentors staff to help them improve their skills.
Ensures that all staff have required training, ergonomic reviews and all equipment needed in a timely manner.
Acts as a liaison between the Collections, Education and Outreach Unit, other program areas, and injured workers:
Provides Customer outreach.
Serves as the first level of review for resolution and mediation between the department or their representative.
Acts as a liaison between the Collections, Education and Outreach Unit and other program areas.
Ensures uniform and fair application of the laws, rules and the department’s procedures and policies.
Implements new laws, procedures, directives and plans.
Performs other duties as assigned.