What are the responsibilities and job description for the Professional Licensing Representative (PLR2) position at State of Washington Dept. of Licensing?
Description
We are dedicated to growing a culture of belonging through our values:
Respect | Trust | Diversity | Equity | Inclusion
At the Department of Licensing (DOL), we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers and help build trust in our government.
Our Licensing and Customer Support Services (LCSS) Unit in our Business and Professions Division (BPD) is currently recruiting for a Professional Licensing Representative to support licensing activities.
As one of the most visible state agencies and the second-largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and provide equitable and meaningful access to our services for every resident.
If you are ready to assist the team in helping Washington residents turn their business dreams into reality by guiding customers through license profession laws, rules, and agency policies, please read on!
Duties
As a Professional Licensing Representative, you will support licensing activities for multiple professional licensing programs, including but not limited to Collection Agencies, Real Estate and Appraisers, and Transportation Services. Being comfortable in a fast-paced and ever-changing work setting that requires you to support the team and have direct communication with concerned customers is key to your success. You will assist the leadership, your team, the complaint intake team, regulatory and compliance unit, and peers in making determinations on licensure by providing a wide range of customer support. Being able to identify, track, report, and test solutions to licensing system issues is a daily requirement as well. Given our large collection of programs, your ability to adapt to changes, create a cohesive environment, and drive positive outcomes through encouragement and consistency will be important for this role.
Some of what you will do:
- Provide direction and guidance on complex licensing issues to licensing staff, applicants, and regulatory boards.
- Use knowledge and understanding of laws, rules, and policies to compile in-depth information for reporting.
- Collect training feedback and report training deficiencies to the training development team.
- Actively participate in calls, call shadowing, call metrics review, and escalated calls to identify improvements and provide constructive feedback to staff.
- Manage 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.
Qualifications
What you will bring to the role:
- Three (3) years of experience providing professional customer service explaining rules, policies, or procedures regularly.
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Experience must include the following:
- Two (2) years supervising staff, providing guidance and coaching.
- One (1) year of professional phone etiquette experience in answering a multi-line system, taking messages, transferring calls, and assisting others over the phone.
- One (1) year communicating effectively verbally and in writing, including templates, to a diverse clientele while respecting and maintaining confidentiality.
- Accessing, updating, and maintaining multiple databases.
- Creating and updating records within several software programs.
Experience can be gained concurrently.
What may help set you apart:
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Experience in the following:
- Leading teams and/or staff.
- Developing specific relevant measures and using them to improve performance, motivate staff, and influence decision makers.
- Assisting in developing personal training plans that instruct, coach, and identify training needs.
- Interpreting laws, rules, and regulations.
- Reviewing documents for completion and accuracy to make licensing decisions.
- The ability to identify, investigate, and resolve customer technical issues using an organization’s computer software or systems.
- Bachelor's or Associate degree.
- This position requires you to train in-office full-time at our Olympia, WA location initially and then work in-office multiple times a month for your role.
- Prior to a new hire, a pre-employment background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.
For information about available accommodations, the interview process, or the position contact Kyle Odell.
Supplemental Information
Join us as we transform how government delivers services! Together, we can build a legacy of commitment to diversity, equity, and inclusion that will benefit generations to come. Be part of this vital mission and make a real impact in your community.
How to Apply:
- Select the apply button at the top of this job announcement.
You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.
We value diverse perspectives and life experiences.
We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ , people with disabilities, people of all ages, and veterans. We value the unique traits and attributes that each employee brings to the job. Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington.
Veteran/Military Spouse Preference Notice
To take advantage of veteran/military spouse preference, please notify the Talent Acquisition Team.
To take advantage of veteran/military spouse preference, please notify the Talent Acquisition Team.
The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, sex (including gender identity), marital status, sexual orientation, race, religion, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability.
Persons requiring accommodation in the application process, during the recruitment process, or who need this job announcement in an alternative format, may contact the Human Resources Office at 360-902-4000 or may email HRRecruit@dol.wa.gov. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.
The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.
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