Customer Service Specialist 2 - Unclaimed Property

State of Washington; United States; Hybrid; USD 42,000 - 54,000; Full time

Job summary

The Department of Revenue in Tumwater, WA is seeking a Customer Service Specialist 2 to support the Unclaimed Property program. This role advises businesses on reporting procedures and helps claimants and holders with refunds, via phone, mail, email, and in person, supporting a respectful, customer‑centered service culture.

The CSS2 works across UCP duties, uses agency tools, and collaborates with internal and external partners.

Job description

Summary

Revenue

The Department of Revenue is filling a Customer Service Specialist 2 position on the Unclaimed Property team (UCP) within the Taxpayer Account Administration (TAA) division in Tumwater, WA. Make a difference, join our team! 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.

Taxpayer Account Administration (TAA) is a division of Revenue that administers many programs including forest excise tax, fish tax, cigarette and other tobacco products taxes, local sales tax, tax incentives, and reseller permits. Additionally, the division is responsible for the distribution of state and local taxes, ensuring compliance with the Revised Uniform Unclaimed Property Act, and returning unclaimed property (UCP) to the rightful owners. This is an opportunity to work with supportive teams: we value the open exchange of ideas and information, work together to solve problems, and continuously seek ways to enhance usability and improve customer service. We believe the success of one is key to the success of all and strive to ensure a cooperative and supportive environment.

You can expect:

• Getting work done accurately.
• Working efficiently.
• Sharing new ideas.
• Being kind.

Telework: The duty station is in Tumwater, Washington and the successful candidate will need to travel to the office a minimum of two days a week for critical job duties. Details of teleworking considerations will be addressed during the interview process.

Examples of duties

As a Customer Service Specialist 2 (CSS2), you will advise businesses on the proper procedures of reporting unclaimed property and assist customers with Unclaimed Property refund issues surrounding individuals, businesses, estates, trusts, and partnerships via the phone, mail and email, and in person.

You will also:

• Provide instruction to the public concerning unclaimed property laws and procedures.
• Utilize the departmental administration tools and knowledge of other state and federal regulations in support of unclaimed property customers.
• Assist in other unclaimed property functional areas including seasonal office support.
• Apply technical knowledge of legal documents to answer questions and resolve issues.

Qualifications

The required qualifications are key competencies that have been successfully demonstrated through experience or education. To join our team, you must possess the following knowledge, skills, abilities, and competencies:

• Demonstrated ability to interpret and apply Unclaimed Property laws, policies, and procedures, gained through progressive experience resolving complex holder and claimant inquiries and providing accurate guidance on multifaceted UCP reporting and compliance requirements.
• Demonstrated skill in providing exceptional customer service to both holders and claimants, obtained through experience addressing sensitive issues, de-escalating complaints, clarifying technical concepts, and maintaining confidentiality in a fast-paced and high-volume work environment.
• Proven ability to produce accurate, high-volume administrative work such as scanning, document preparation, mailing, claim form processing, and time-sensitive correspondence supported by experience performing detailed office support tasks with strong attention to detail.
• Demonstrated ability to manage workload effectively under frequent interruptions, developed through experience independently prioritizing tasks, meeting deadlines, and completing work under general supervision in a fast-paced office or customer service setting.
• Demonstrated proficiency using office technology including computers, communication software, scanning equipment, and electronic filing systems - obtained through regular use of standard office tools to complete reports, process documents, and support UCP claim workflows.
• Proven ability to follow established policies, procedures, retention schedules, and public records requirements, supported by experience complying with departmental or programmatic rules while exercising independent judgment when existing guidance does not fully address the situation.
• Demonstrated ability to collaborate effectively with coworkers, managers, and customers, gained through prior experience working in team-oriented service environments and communicating with multiple internal and external partners regarding UCP claims and inquiries.
• Proven ability to adapt quickly to changing priorities and participate in continuous learning, supported by experience engaging in special projects, attending training, and contributing to process improvements within a customer service or compliance program.

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 granted to applicants who possess additional experience and/or education:

• A high school diploma or equivalent and two years' customer service experience
• An associates degree and two years of experience providing assistance to customers regarding inquiries, complaints, or problems.
• A bachelor's degree or equivalent experience providing assistance to customers regarding inquiries, compliances, or problems.

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 [e-mail] or give me a call [phone].

Supplemental information

The Human Resource Division may use referrals from this recruitment to help fill future similar vacancies for up to six months. This position is covered by a collective bargaining agreement between the Department of Revenue and the Washington Public Employees Association (WPEA).

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.

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.

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 attaching.

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.