Professional Licensing Representative (PLR1)

Salary : $43,716.00 - $56,880.00 Annually

Location : Thurston County - Olympia, WA

Job Type : Full Time - Permanent

Remote Employment : Flexible / Hybrid

Job Number : 2025-00383

Department : Dept. of Licensing

Division : Business and Professions

Opening Date : 01 / 15 / 2025

Closing Date : 1 / 21 / 2025 11 : 59 PM Pacific

Description

We are dedicated to growing a culture of belonging through our values :

Respect | Trust | Diversity | Inclusion | Equity

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 Customer Service Unit in our Business and Professions Division (BPD) is currently recruiting a Professional Licensing Representative who is passionate about the work we do to join their team!

We are one of the most public facing state agencies and the second largest revenue generating agency in Washington State. We regularly interact with over 6 million Washington residents. We advance public safety and consumer protection through licensing, regulation, and education, and collect over $3 billion in revenue. Our Business & Professions Division (BPD) has 39 business and professional licensing programs and overall manages 42 programs, providing oversight of Combative Sports events, maintaining Uniform Commercial Code filings, administering the Centralized Investigations & Audits Unit (CIAU), Performing Rights Society registration, and maintaining the Firearms database for law enforcement.

If you are an organized and self-motivated team player familiar with fast paced service and interpretation of policy, laws, and regulations, we invite you to apply!

Duties

As a Professional Licensing Representative, you will review and approve licensing applications and issue licenses and renewals when in compliance. Additionally, significant comfort with holding internal and external customers accountable is key for success in the role. Your ability to prioritize your workload will be important as you work independently to follow up and fully process work tasks with varying priorities. You will be relied on to make approval and denial recommendations, while also ensuring clear communication regarding compliance and complaints from Washington residents.

Some of what you will do :

• Evaluate and make recommendations for approval of applications, renewals, exam requests, documents, and waiver requests using complex statutes and policies.
• Respond to customer calls, emails, complaints, and inquiries to assist with licensing.
• Use computer applications and agency software to document, research, and track customer issues.
• Assist leadership in planning and organizing the licensing activities across multiple professional licensing programs.
• Consult with section leadership on complex process and procedure issues, workload efficiencies, and challenges to continuously improve process expectations.

Qualifications

What you will bring :

Up to two (2) years of relevant education

Two (2) years of experience using Microsoft Suite including Word, Excel, Outlook, OneNote, SharePoint (or similar programs).

Experience can be gained concurrently.

What may help set you apart :

Additional Requirements of Employment

DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take the steps to assure that people with disabilities are provided reasonable accommodations.

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 :

Incomplete applications may disqualify you from eligibility for the position. Please ensure all application areas, including supplemental questions and attachments are fully completed.

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, 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 . Use a subject line that includes the title of this recruitment.

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.

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits :

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note : If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation

State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note : Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and / or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note : Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave

Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Most employees whose family member or household member dies, are entitled to three (3) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave

Leave Sharing

Family and Medical Leave Act (FMLA)

Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 12-31-2022

Please confirm that you understand to be considered for this position you must answer all supplemental questions and complete your application fully as these will be used in place of your resume.

In this role, you will have the privilege to serve a diverse group of teammates, customers, and partners. How would you use your understanding of cultural differences to create an inclusive environment where everyone feels valued and has the opportunity to succeed?

Which of the following best describes your highest level of education?

How many years of experience providing professional customer service assisting customers to resolve complaints or questions using knowledge and interpretation of laws (RCWs), regulations (WACs), and rules (policies)?

Do you have two (2) years of technical experience in a licensing or regulatory program?

Do you have the following experience?Select all that apply.

Describe a time when you had to manage a high volume of phone calls while also dealing with multiple urgent tasks. How did you prioritize your responsibilities, and what strategies did you use to ensure all tasks were completed effectively?

Can you provide an example of a particularly challenging phone call you handled where the caller was upset or frustrated? What steps did you take to de-escalate the situation, and how did you ensure the caller's issue was resolved satisfactorily?

What strategies do you use to ensure that all employees, regardless of their backgrounds, feel valued and respected in the workplace?

Where did you learn of this vacancy?

If you answered "other" to the preceding question, please indicate where you learned of the vacancy in the space below.

Required Question

Salary : $43,716 - $56,880