ES Benefits Technician: Telework/Dual Language-Spanish

State of Washington; Olympia (WA); Remote; USD 52,000 - 68,000; Full time

Job summary

The State of Washington Employment Security Department is seeking Dual Language ES Benefits Technicians to support the Paid Family and Medical Leave program. This full-time telework role within Washington State requires clear communication in Spanish and strong customer service skills.

Ideal candidates excel in handling high-volume inquiries, guiding claimants and employers through benefits processes, and navigating multiple systems to provide timely, accurate information.

Qualifications

• Two years of education and/or experience in a relevant role.
• Two years of customer service experience.
• Associate degree is acceptable.
• Must be able to communicate effectively in Spanish in person, by phone, and in writing.

Responsibilities

• Handle large volumes of inbound/outbound calls, emails, and secure messages.
• Clarify benefit information and assist claimants, employers, and representatives.
• Guide users through applications and required documentation.
• Maintain confidentiality and follow laws, policies, and procedures.
• Enter data and document customer interactions; participate in trainings and meetings.

Skills

Spanish fluency

Customer service

Communication skills

Problem solving

Adaptability

Education

Associate degree

Two years education or experience

Job description

This is a Dual Language position. The incumbent must be able to communicate effectively in Spanish in person, via telephone, and in writing.

The Employment Security Department (ESD) has 2 openings for customer-focused, detail-oriented professionals to serve as Dual Language ES Benefits Technicians on our Customer Care Team supporting the Paid Family and Medical leave program.

This position is eligible for full-time telework within Washington State, though the successful candidates may occasionally be asked to travel to their assigned duty station within Washington State.

The anticipated start date for this position is February 16, 2027.

Our ideal candidate brings a genuine passion for serving people, demonstrates a positive, solutions-oriented mindset, and thrives in a team-centered, fast-paced environment. They excel at adapting to evolving directives, maintain strong attention to detail, and are comfortable navigating multiple systems and technologies while supporting customers by phone. They demonstrate strong competencies in Customer Needs Assessment, Problem Solving, Issue Resolution, Clear Communication, and Adaptability.

As part of the Operations Customer Care Team, the ES Benefit Technician supports the Insurance Services Division by handling a large volume of claimant calls, clarifying benefit information, and providing timely, courteous assistance. This role performs a variety of para-professional duties and administrative tasks that support Washington workers and employers.

Your primary job duties will be providing excellent customer service on a large volume of inbound and outbound customer contacts via phone, emails, and secure messages regarding Paid Leave and WA Cares program requirements, eligibility criteria, and services available. You will respond to routine and complex inquiries from claimants, their representatives, employers and/or businesses helping to clarify issues, research, locate, and provide information and answers and alternative solutions.

Some of what you will do:

• Provide customer delight while answering customer calls, emails, and secure messages regarding the Leave and Care Division’s WA Cares and Paid Family and Medical Leave Programs.
• Independently resolves routine client/customer complaints by identifying the issues, determining procedural steps for resolution, offer alternative solutions and communicates results to the clients/customers.
• Maintains confidentiality in the service performed in accordance with laws, policies, and procedures.
• Respond to routine and complex inquiries from clients and customers and provide information, research issues, and provide answers, and alternative solutions.
• Provide customer support on large volumes of inbound and outbound calls to assist in creating online accounts with Secure Access Washington, Paid Family and Medical Leave, and WA Cares programs.
• Provides customer assistance for Paid Family and Medical Leave services, including guiding them through the application process and providing information on documentation that is required, such as medical certifications, other supporting documentation to support their request and status updates.
• Provide agency interpretations and applies knowledge of the laws, regulations, and process in the resolution of inquiries, complaints, and issues.
• Acts as a liaison between clients/customers and the agency.
• Perform data entry and document customer interactions as required.
• Attend trainings, unit meetings, and all-staff meetings.

Qualifications:

• Option 1: Two (2) years of a combination of education and relevant experience.
• Option 2: Two (2) years of customer service experience.
• Option 3: An Associate’s Degree.
• AND: Must be able to communicate effectively in Spanish in person, via telephone, and in writing.

Required Equity Competencies:

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

Required experience includes:

• Customer Needs Assessment and Problem Solving:Skill in identifying needs and providing solutions.
• Problem Resolution and Communication:Skill in resolving issues and providing clear communication.
• Adaptability and Versatility:Ability to perform various tasks as needed.

Preferred/Desired Qualifications:

• Two (2) years of call center experience, with the ability to handle a high-volume of inbound and outbound calls efficiently.

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

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.

This recruitment may be used to fill additional agency-wide positions in accordance with Article 4 of the WFSE Collective Bargaining Agreement.

This Organization Participates in E-Verify