Leave and Care: (ES Benefit Specialist 3) OCDL - Internal Only

The Employment Security Department (ESD) is seeking a skilled, customer-focused problem solver to serve as a Customer Support Lead within the Insurance Services Division. The ability to communicate in Spanish is required for this role. The ideal candidate is a calm, confident communicator—someone who excels at de-escalating challenging situations, analyzing complex issues, and guiding both customers and staff toward clear, timely resolutions. You are patient, empathetic, and highly detail-oriented. You thrive in fast-paced environments, navigate regulations with ease, and bring strong judgment to emotionally charged or complicated cases. You build trust quickly, collaborate effectively across teams, and maintain professionalism even under pressure. Note: This opportunity is only available to current employees of the Washington Employment Security Department The Customer Support Lead supports the Leave and Care Operations team by resolving escalated and complex Paid Family and Medical Leave customer issues. This role serves as the first point of contact for escalations from Benefit Specialists and Benefit Technicians, manages constituent complaints, and acts as the primary liaison to the Office of the Ombudsman. The position ensures customers receive accurate information, timely assistance, and high-quality service while supporting staff through coaching, guidance, and technical expertise. In this role, you will respond to escalated calls, emails, and cases; conduct in-depth case reviews; and determine appropriate actions to resolve complex or sensitive customer concerns. You will manage CITS complaints, coordinate with the Ombudsman’s office, and communicate resolutions to customers and internal stakeholders. You will also support Specialists by providing coaching, mentoring, and backup coverage, and you will report trends, root causes, and recommendations to leadership. Your work strengthens customer trust, improves service delivery, and helps ensure equitable access to Paid Family and Medical Leave benefits.

Some of what you will do:

• Respond to escalated customer calls and emails, identify issues, research solutions, and resolve complex concerns.

• Conduct advanced case reviews, including benefit claims, weekly claims, voluntary plan cases, and guide Specialists in resolving complicated issues.

• Review and resolve emotionally charged or complex customer issues, determine and implement appropriate actions.

• Manage CITS complaints, investigate issues, and communicate resolutions to customers and stakeholders.

• Serve as the primary contact for the Office of the Ombudsman, investigate and resolve escalated inquiries.

• Provide coaching, mentoring, and support to Specialists handling difficult customer interactions.

• Report trends, root causes, and case outcomes to Operations Management and recommend improvements.

• Communicate resolutions clearly and professionally to customers, Specialists, Leads, and Supervisors.

• Perform backup duties for Specialist 2s and Specialist 3s, including training and workflow support.

To request a full job description, click here Required Qualifications: Option 1: Six (6) years of equivalent education/experience Option 2: One (1) year as an ES Benefits Specialist 2. Option 3: One (1) year of experience equivalent to the ES Benefits Specialist 2 with another state that administers insurance benefits programs. Option 4: Associate’s Degree in a health or social science, public administration or a related field and Four (4) years of the required experience below. Option 5: Bachelor’s Degree in a health or social science, public administration or a related field and Two (2) year of the required experience below. Option 6: Master’s Degree in a health or social science, public administration or a related field and One (1) year of the required experience below. Required equity competencies:

• The ability to take action to learn and grow.

• The ability to take action to meet the needs of others.

The required experience includes:

• Regulatory Knowledge & Communication Skills: Proficiency in explaining complex regulations clearly.

• Analytical & Investigative Skills: Expertise in analyzing claim documentation for accuracy.

• Technical Assistance Expertise: Ability to address complex issues effectively.

• Subject Matter Expertise: Proficiency in navigating intricate claim matters.

• Advisory & Strategic Planning Skills: Ability to recommend procedural improvements.

• Problem-Solving & Resolution Skills: Proficiency in addressing and resolving stakeholder concerns.

• Adaptability & Multitasking Skills: Flexibility to manage varied responsibilities.

Preferred/Desired Qualifications:

• Degree in business administration, accounting, public administration, law, or related field.

• AND equivalent experience

Education to Experience Equivalences: Associate Degree = 2 years | Bachelors Degree = 4 years | Master's Degree or Higher = 5 years

Special Requirements/Conditions of Employment:

• Must be able to pass Unemployment Insurance (UI) & Paid Family and Medical Leave (PFML) claim and fraud check.

Please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy. Additionally, we ask that you not include photographs or external links within your documents. Any documents uploaded through this platform will be securely transmitted electronically to support application review. 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. Why work with us? 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 Katie Swanson (360-742-8208), the Talent Acquisition Team, or Washington Relay Service 711 prior to the recruitment closing. If you are having technical difficulties creating, accessing, or completing your application, please contact [email protected] or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.

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