Employment Security Program Coordinator 2: Collector/Telework

State of Washington; Olympia (WA); Remote; USD 65,000 - 90,000; Full time

Job summary

The State of Washington Employment Security Department seeks an Employment Security Program Coordinator 2 – Collector to recover benefit program overpayments and delinquent balances. This role emphasizes professional communication, skip tracing, and lawful collection actions in a fast-paced public-service environment.

You will interview claimants and employers, assess collectability, negotiate payment plans, and work across internal partners to protect the integrity of Washington’s trust funds,

Qualifications

• Bachelor’s or Associate degree with relevant experience in unemployment or public benefits is required.
• Experience in debt collection, government programs, or financial recovery is preferred.
• Strong communication and customer-facing skills are essential.

Responsibilities

• Locate claimants, employers, and assets to recover debt using skip tracing.
• Interview claimants and employers to gather financial information and facts.
• Decide if debt is collectable and select appropriate actions.
• Coordinate with internal partners to ensure proper actions are taken.

Skills

Skip tracing

Debt collection

Interviews

Financial information gathering

Public speaking

Education

Associate's degree in public or business administration, political science, or closely related field

Bachelor's degree in public or business administration, political science, or closely related field

Tools

Skip tracing systems

Legal document processing

Multiple case management systems

Job description

Job Description

This position has the opportunity to Telework.

The ideal candidate for the Employment Security Program Coordinator 2 – Collector role is a confident, solutions-oriented professional who excels at making sound financial decisions that directly support the integrity of Washington’s benefit funds. They will demonstrate the ability to collaborate effectively within a team-oriented environment, while maintaining a strong commitment to continuous learning and remaining calm under pressure. The candidate should be highly self-motivated, detail-oriented, and an excellent communicator, capable of conveying complex information clearly and effectively. They should display compassionate professionalism, understanding that behind every debt is a person or business navigating life’s complexities. Flexibility in assuming a variety of responsibilities as organizational needs arise and workloads change is essential.

As an ES Program Coordinator-2, Collector within the Employment Security Department Collections Unit, you will perform journey-level debt collection duties in the recovery of benefit program overpayments owed by individuals, and delinquent taxes or other balances owed by employers.

This candidate thrives in a fast-paced, customer-facing environment where communication and resilience are essential. They are skilled at navigating difficult conversations, including interactions with frustrated or hostile customers, and they maintain professionalism while gathering financial information, explaining program requirements, and guiding individuals toward repayment solutions. They are adept at interpreting laws and policies, responding to inquiries from a wide range of stakeholders, and using tools such as skip tracing, legal documentation, and multiple systems to locate assets and recover debt.

They are also adaptable, thorough, and committed to continuous improvement. They manage a diverse workload, conduct research on bankruptcy and account status, and coordinate with internal partners to ensure appropriate actions are taken on each case. They demonstrate strong critical thinking, problem-solving, and public-facing communication skills, along with the ability to link daily work to the agency’s mission of supporting economic security. Their blend of financial recovery expertise, customer service strength, and operational versatility makes them a valuable contributor to the Financial Recovery Unit.

Duties

You will locate claimants, employers, and/or their assets to recover debt due, using skip tracing. You will interview claimants and employers to gather financial information and personal facts. Based on the information, you decide whether the debt is collectable or not and what actions to take. You will have written delegated authority to decide to write off accounts receivable or provide financial counselling.

Some Of What You'll Be Doing

• Respond to inquiries from clients, employers, attorneys, escrow companies, bankruptcy trustees, Superior Court personnel, etc.
• Research and review accounts for continued collection actions.
• Investigate and respond to debt collection inquiries.
• Interview claimants and employers to gather financial information and relevant facts.
• Issue Bankruptcy Stipulation Requests to the Attorney General’s Office to contest the discharge of debt.
• Execute legal documents to enforce recovery by garnishing wages, levying bank accounts, and conducting other collection actions as authorized by law.
• Work with customers to determine their ability to pay, negotiate payment terms, and establish and maintain partial payment agreements.

Qualifications

• 7 years of professional or technical experience in employment and training or unemployment insurance programs
• OR 1 year of experience as an Employment Security Program Coordinator 1
• OR 1 year of experience as a WorkSource Specialist 3 or equivalent
• OR An associate's degree in public or business administration, political science, or closely related field AND 5 years of professional or technical experience in employment and training or unemployment insurance programs
• OR A bachelor's degree in public or business administration, political science, or closely related field AND 3 years of professional or technical experience in employment and training or unemployment insurance programs

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

• Presentation & Public Relations Skills: Ability to communicate program details effectively to diverse audiences.
• Financial Recovery & Trust Fund Management: Skills in recovering funds and ensuring fiscal integrity
• Adaptability & Flexibility: Readiness to handle diverse tasks and emerging responsibilities
• Critical Thinking & Analysis: Ability to assess proposals and evaluate program operations; Decision-Making: Proficiency in recommending alternative courses of action.
• Flexibility & Adaptability: Ability to perform diverse tasks at various levels; Knowledge of Lower-Level Functions: Comprehensive expertise to support operations
• Versatility: Ability to take on additional tasks effectively; Problem-Solving: Skills to address unexpected challenges

Preferred Qualifications

• Skip tracing to locate people and assets, negotiating and settling debts due
• Investigating ability to pay
• Using motivational techniques to obtain payment
• Balancing a large workload of assigned accounts

Special Requirements/Conditions Of Employment

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

Supplemental Information

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.

Benefits

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.

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 WAC 357-31-165(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 WAC 357-31-165(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 WAC 357-58-175, 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, or for loss of pregnancy, are entitled to five (5) 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

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

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