L&I Revenue Agent 4 CEO Supervisor

State of Washington; Tumwater (WA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

The State of Washington, Labor and Industries — Revenue Agent 4 CEO (Collections, Education & Outreach) Supervisor — is responsible for supervising a team of Revenue Agents, managing workloads, and ensuring compliance with agency laws and performance measures. The role supports agency goals to make it easy to do business and to crack down on dishonest practices.

The position offers a hybrid work arrangement with one day per week in the Tumwater, WA office, plus telework options discussed at

Qualifications

• Three years of experience as a Revenue Agent 3.
• Bachelor’s degree involving major study in business administration, accounting, public administration, police science, economics, criminal justice, sociology, psychology, law, or closely related field.
• Five years of experience in the collection of civil or criminal debt, law enforcement, personal or corporate finance, accounting or bookkeeping, or investigations involving personal background, business practices or fraud.

Responsibilities

• Organizes and assigns workloads to ensure inbound calls, outbound contacts, voicemail and emails are handled within the appropriate timeline.
• Supervises day-to-day operation and efficiency of the Collections, Education & Outreach Unit.
• Acts as liaison between units and other program areas; ensures fair application of laws and policies.
• Mentors staff and ensures training and equipment needs are met.

Skills

LEAN principles

Dialer system experience

Investigative techniques

Public administration knowledge

Education

Bachelor’s degree in related field

Tools

RCW/WAC knowledge

Job description

Our Mission: Keep Washington Safe and Working!

Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability.

Please note: This position has been extended to expand the candidate pool. Previous applicants do not need to reapply.

Job Highlights

Labor and Industries’ (L&I) mission is to “Keep Washington Safe and Working”.

The Revenue Agent 4 CEO (Collections,Education & Outreach) Supervisor functions at the supervisor level and contributes to the economic well-being of L&I by supervising a team of Revenue Agents who collect debts owed to the department.

The position supports the agency’s strategic Goal #3 “Make it easy to do business with L&I”, Goal #4 “Help honest workers, businesses and providers by cracking down on the dishonest ones”, and Goal #5 “Ensure L&I is the employer of choice.”

This position is flexible/hybrid with one day a week working at the office in Tumwater, WA. For positions where in-office work is necessary, the frequency of telework will be discussed with the supervisor of the position at the time of offer.

Some of what you’ll do:

Organizes and assigns workloads to ensure inbound calls, outbound contacts, voicemail and emails are handled within the appropriate timeline:

• Performs daily data extractions to track inventory and analyzes the data.
• Responsible for staff scheduling and adherence to service level expectations
• Logs into the dialer and handles call as needed.
• When issues arise, coordinates with IT staff as needed

Supervises and administers the day-to-day operation and efficiency of the Collections,Education & Outreach Unit:

• Reviews and approves (or denies) penalty and interest waiver requests.
• Reviews work of staff to ensure compliance with agency laws and rules, policies and procedures, statewide performance measures and competencies.
• Ensures staff arrive and leave work timely and that leave is entered as appropriate.
• Coaches and mentors staff to help them improve their skills.
• Ensures that all staff have required training, ergonomic reviews and all equipment needed in a timely manner.

Acts as a liaison between the Collections, Education and Outreach Unit, other program areas, and injured workers:

• Provides Customer outreach.
• Serves as the first level of review for resolution and mediation between the department or their representative.
• Acts as a liaison between the Collections, Education and Outreach Unit and other program areas.
• Ensures uniform and fair application of the laws, rules and the department’s procedures and policies.
• Implements new laws, procedures, directives and plans.
• Performs other duties as assigned.

Required:

Three years of experience as a Revenue Agent 3.

OR

A bachelor’s degree involving major study in business administration, accounting, public administration, police science, economics, criminal justice, sociology, psychology, law, or closely related field

AND

Five years of experience in the collection of civil or criminal debt, law enforcement, personal or corporate finance, accounting or bookkeeping, or investigations involving personal background, business practices or fraud.

Please Note: Qualifying experience may substitute year-for-year for education.

In Addition

Demonstration of Position-Specific Skills, Abilities and Competencies (for a complete list, please request the PDF), including:

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

Demonstration of Position-Specific Skills, Abilities and Competencies.

***If you would like the full list of skills, abilities and competencies, please request the Position Description Form (PDF).

Desired:

Knowledge of LEAN Principles a plus.

Experience working in or leading a unit that operates a dialer system.

Knowledge of: Applicable Revise Codes of Washington (RCW) and Washington Administrative Codes (WAC); federal and state laws, regulations, polices and decisions affecting the legal collection of funds; instructional and presentation techniques; principles and methods for curriculum and training design; community property laws and lien priorities of third parties; investigative techniques; supervisory responsibilities and practices.

Things You Need To Know

To help you maintain a proper work-life balance, teleworking is one of the work schedule options for this position. L&I also offers flexible custom work schedules.

State employees who meet the qualifications will become eligible for a generous retirement package at the end of the employee’s career.

Background Check Notice

Prior to a placement in this position, a background check, including criminal history records will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position.

Other information

• For positions requiring travel, you must have a valid unrestricted driver's license and have insurance if driving a privately owned vehicle on state business.
• This position is represented bytheWashington Federation of State Employees (WFSE).
• Candidates who are offered a job with L&I must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
• The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.
• Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions.

Did You Know?

In addition to offering a positive balance between life and work, L&I provides one of the most competitive benefits packages in the nation.We also believe your voice matters. We value our employees and their work-life balance by encouraging flexible schedules.L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3 million workers.

Veterans Preference

Applicants wishing to claim Veterans Preference should attach to their application a copy of their redacted DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I’s [e-mail].

Diversity, Equity, and Inclusion Employer

L&I employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We believe in the importance of recognizing the value each of us contributes to the success of the agency’s mission. Having a diverse workforce is this agency’s greatest source of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service.We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone.

The State of Washington is an equal opportunity employer. Persons with a disability who need accommodation in the application process or testing process, or those needing this announcement in an alternative format, may call 360-902-5700. TTY users should first call 711 to access the Washington Relay Service.

You are welcome to include the name and pronoun you would like to be referred to in your materials, and we will honor this as you interact with our award-winning diverse and inclusive organization.

For more Information

If you have any questions regarding this job posting, program, or the agency, please contact Elena Emery at [e-mail]