Public Benefits Specialist 2 – Working Families Tax Credit (Non-permanent)

This is a non-permanent appointment expected to last up to 6 months.

Are you interested in helping build something new that will make a lasting difference in lives of thousands? If so, this opportunity may be what you’re looking for!

The Washington State Department of Revenue (DOR) has exciting opportunities that only come along once in a great while. We are hiring multiple Non-permanent Public Benefits Specialist 2 for our call center in Tumwater. This position will serve as the first point of contact on a new team in the new Working Families Tax Credit (WFTC) program assisting Washington State's low-to-moderate-income working families and individuals. The Call Center’s primary function is to answer questions and assist those applying for WFTC. They are also dedicated to educating and providing guidance to applicants regarding the criteria for the benefit.

Revenue is a dynamic learning organization where you will experience a remarkable work-life balance, with amazing leadership and talented co-workers ready and focused to achieve the agency's goals. We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, LGBTQ+, people with disabilities, and veterans. This unique culture of respect promotes a professional family of cohesive groups maximizing potential through opportunity. We offer a generous benefits package that includes defined benefit retirement plans; health, dental and vision coverage, deferred compensation plans, and as a public service employee, you may also be eligible for student loan forgiveness.

Visit these links to watch our recruitment video to find out more about our agency and see what our employees say about why Revenue is a great place to work.

If you are up to this exciting challenge and meet the required qualifications, then you could be exactly what we are looking for.This position will:• Provide direct customer service on the phone to WFTC applicants, including supporting individuals and organizations that work with WFTC applicants (ex. Voluntary Income Tax Assistance, community-based organizations, etc.).

• Explain program requirements, application procedures, and verification needs.
• Answers all questions regarding the WFTC program. Refers customers to optional services and to other agencies as required.
• Take action to ensure that limited English proficient clients receive properly translated forms and translation services.
• Supports mail processing efforts in person in Tumwater Headquarters office.

The incumbent must possess a combination of the following knowledge, skills, abilities, and progressive experience that demonstrates readiness to successfully perform the duties and tasks of this position:

Customer Service & Communication:

• Demonstrated ability to provide high-volume, direct customer service by phone and in person, gained through experience serving as a primary point of contact for clients and explaining program requirements, application procedures, and verification needs in prior customer-facing roles.

• Proven ability to interpret and accurately convey complex program information, developed through experience responding to diverse inquiries, assessing client needs, and delivering clear explanations of services, eligibility criteria, and verification requirements.

• Demonstrated skill in working with diverse or vulnerable populations, obtained through experience providing empathetic, respectful communication and resolving difficult or emotionally charged customer situations in call-center, social service, or public-facing environments.

• Demonstrated ability to assist limited-English-proficient customers, developed through experience coordinating translation services, using bilingual skills where applicable, and ensuring accurate delivery of required forms and information.

• Proven ability to apply technical regulations and analyze complex eligibility situations, gained through work determining benefit eligibility, gathering and evaluating information, and making conclusions based on documented patterns and program criteria.

• Demonstrated skill in identifying information sources, gathering and documenting facts, and evaluating patterns of information, and deciding appropriate actions based on client-provided materials.

Continuous Learning:

• Demonstrated commitment to continuous learning, acquired through experience completing required trainings, applying desk manual guidance, participating in meetings, and supporting ongoing professional development.

Working Conditions Adaptation:

• Proven ability to manage multiple tasks in a fast-paced office environment, gained through experience prioritizing assignments, handling interruptions appropriately, returning to incomplete tasks, and meeting performance standards under general supervision.

• Proven ability to provide teamwork and operational support, developed through experience assisting coworkers, completing special projects, processing mail, and supporting call-center functions as assigned.

Reliability & Professionalism:

• Proven ability to maintain professionalism and reliability, developed through experience demonstrating regular attendance, staying calm under pressure, and effectively managing the stress of high-volume customer service work.

Equity Competencies:

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.
• Uses an equitable and inclusive approach.

Learn about our Core Equity Competencies to understand the foundational skills, mindsets, and approaches we value and cultivate in our workforce.

Preference may be given to candidates who possess:• Ability to interpret public laws and policies and the ability to make independent decisions.

• Excellent verbal communication skills.
• Ability to learn and effectively use telephony systems and associated technology.
• Ability to apply technical regulations and procedures and analyze complex situations.
• Ability to work effectively in a fast-paced office and be able to demonstrate flexibility in completing multiple assignments while meeting performance standards.
• Ability to read and write fluently in Spanish.

To be considered:• Complete the online application in detail

• Attach a letter of interest explaining your interest in the position and how you meet the qualifications listed
• Include three or more professional references with current contact information

To take advantage of Veteran's preference, please attach your DD-214, member 4 long form, or your NGB-22. Please blackout your social security number and date of birth before attachment.

Questions?

Hello, my name is Lance, and I will be assisting with this announcement. As a 20-year Department of Revenue employee, I understand the importance of finding a rewarding career with a work-life balance. At Revenue, we pride ourselves in connecting talented individuals with opportunity and would like to answer any questions you have.

Please contact any part of the Staffing team at [email protected] or give me a call (360) 704-5725. Human Resources may use referrals from this recruitment to help fill future similar vacancies for up to six months.

Prior to a new hire, a 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.

This position is covered by a collective bargaining agreement. This means you must either join the union and pay union dues, or pay the union a representational or other fee within 30 days of your start date.

The Department of Revenue is proud to be an equal opportunity employer. We embrace diversity and offer a respectful, inclusive culture for people with disabilities, as well as members of all protected groups and statuses. We encourage you to apply.

If you need help during the application process, please call the Human Resources Office at 360-704-5731. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.