ES BENEFITS SPECIALIST 2-Employer Support Specialist

The Leave and Care Division provides an easily accessible benefit that helps employees and employers maintain economic stability and peace of mind in challenging times. This position is critical in meeting ESD's objectives of being good stewards of public resources by ensuring the Paid Family and Medical Leave and WA Cares Services and Support programs' trust funds have the appropriate compliance and enforcement activities surrounding them so that the programs have the necessary funding to provide benefits to Washingtonians.

The ES Benefit Specialist 2 - Employer Support Specialist is a vital member of the Employer Services Unit of the Leave and Care Division and reports to the Employer Support Supervisor. The position's main objective is to ensure employers, employer agents, and elective coverage customers receive the support needed to adequately adhere to Washington State's Paid Leave and WA Cares program requirements and support the agency's mission, vision, and values.

Some of your daily duties may include but not limited to:

• Detect and resolve complex account management issues regarding the Paid Family and Medical Leave and WA Cares programs including (but not limited to) quarterly report troubleshooting, registration, premium calculations, voluntary plan administration, payment instructions, and new law implementation.
• Provide excellent customer service on a large volume of inbound and outbound customer communications via phone, secure messaging, and email in a timely and accurate manner.
• Identify customers' needs, clarify information, research issues, and provide solutions in a professional, courteous, and timely manner.
• Ensure customers are reasonably accommodated to the best of our ability and within our guidelines.
• Assist employers in understanding the small business assistance grants program under RCW, including eligibility requirements and premium liability.
• Determine program premium liability by reviewing and making complex decisions related to employer resizing requests, small business opt in, and reporting   adjustments or amendments.
• Explain and interpret complex state and federal laws as they relate to employer responsibilities for leave requirements and job protection.
• Adjudicate law violations in accordance with state statute, up to and including conference and conciliation, and referral for collection of appropriate penalties and interest.
• Process all case actions in accordance with RCW, WAC and ESD's established policies and procedures.
• Document all actions for each case and/or account within our customer management system.
• Establish proof of facts and evidence sufficient for use in a court or administrative hearing.

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Bachelor's degree in business administration, public administration, accounting, law, or related field, 

OR 

Successful completion of LCD training plan as an ES Benefit Specialist 1,  

OR

A combination of education and relevant experience totaling at least 5 years.

Desired/Preferred Qualifications:
Knowledge of Paid Leave and WA Cares rules, laws, regulations, and policies. 
3 years of demonstrated experience in one or more of the following areas:
•    Account management
•    Advanced customer service
•    Analyzing policies, laws, rules, or regulations
•    Conducting business analysis and developing requirements

• Must be able to pass an Unemployment Insurance (UI) claim benefit and Paid Family Medical Leave (PFML) claim and fraud check review . 
• This position may require occasional travel to ESD offices in the Olympia area, field offices within the state, and/or occasional travel for meetings and/or training. Final schedule will be determined by the supervisor.

Please submit your Cover Letter and Resume with your Online Application through the "Add Attachments" field. A resume will not substitute for the "work experience" section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.

Our agency's mission and values drive every decision that we make, determine how we interact with others and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship.  We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self. 
 
Opportunity for All
We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

The Employment Security Department is an equal opportunity employer/program.  Auxiliary aids and services are available upon request to individuals with disabilities. 

If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Cheyenne Pernites or the Talent Acquisition Team, or Washington Relay Service 711. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.   

Salary : $52,920 - $71,148