Professional Licensing Representative (PLR2)

State of Washington; Olympia (WA); On-site; USD 60,000 - 80,000; Full time

Job summary

Washington State Department of Licensing (DOL) is seeking a Professional Licensing Representative to support multiple licensing programs. You’ll guide applicants through rules and policies, file licensure determinations, and collaborate with regulatory boards in a fast-paced environment.

The role focuses on customer service, data handling, and process improvements. In-office work in Olympia is required, with potential for routine on-site days.

Qualifications

• Six (6) years of technical experience in a licensing or regulatory program.
• OR One (1) year of experience as a Professional Licensing Representative (PLR1).
• Three (3) years of customer service experience by phone or in person.
• Experience updating multiple databases and using several software programs.

Responsibilities

• Provide direction on complex licensing issues to staff, applicants, and boards.
• Compile information from laws, rules, and policies for reporting.
• Collect training feedback and report deficiencies to the training team.
• Participate in calls, shadowing, metrics review, and escalated calls for improvements.
• Manage the SQR process for licensing system issues and document fixes.
• Support public disclosure requests, data requests, and workload reports.

Skills

Licensing knowledge

Regulatory compliance

Customer service

Communication skills

Education

Bachelor's degree in business/public administration or related field

Tools

CRM software

Database systems

Phone system

Job description

We are dedicated to growing a culture of belonging through our values:

Respect | Trust | Diversity | Equity | Inclusion

This opportunity is for current DOL employees only.

At the Department of Licensing (DOL), we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers and help build trust in our government.

Our Licensing and Customer Support Services (LCSS) Unit in our Business and Professions Division (BPD) is currently recruiting for a Professional Licensing Representative to support licensing activities.

As one of the most visible state agencies and the second-largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and provide equitable and meaningful access to our services for every resident.

If you are ready to assist the team in helping Washington residents turn their business dreams into reality by guiding customers through license profession laws, rules, and agency policies, please read on!

As a Professional Licensing Representative, you will support licensing activities for multiple professional licensing programs, including but not limited to Collection Agencies, Real Estate and Appraisers, and Transportation Services. Being comfortable in a fast-paced and ever-changing work setting that requires you to support the team and have direct communication with concerned customers is key to your success. You will assist the leadership, your team, the complaint intake team, regulatory and compliance unit, and peers in making determinations on licensure by providing a wide range of customer support. Being able to identify, track, report, and test solutions to licensing system issues is a daily requirement as well. Given our large collection of programs, your ability to adapt to changes, create a cohesive environment, and drive positive outcomes through encouragement and consistency will be important for this role.

Some of what you will do:

• Provide direction and guidance on complex licensing issues to licensing staff, applicants, and regulatory boards.
• Use knowledge and understanding of laws, rules, and policies to compile in-depth information for reporting.
• Collect training feedback and report training deficiencies to the training development team.
• Actively participate in calls, call shadowing, call metrics review, and escalated calls to identify improvements and provide constructive feedback to staff.
• Manage SQR process for system related issues, using applications and DOL software to document, report, track, and test fixes.
• Research and support public disclosure requests, data requests, and workload reports related to licensing.

What you will bring to the role:

• Six (6) years of technical experience in a licensing or regulatory program.

OR

• One (1) year of experience as a Professional Licensing Representative (PLR1).

Experience must include the following:

• Three (3) years of experience providing service to customers on the phone or in person, where explaining rules and policies are regular daily functions.
• One (1) year of experience:
  • Answering a multi-line system, taking messages, transferring calls, and assisting others over the phone.
  • Communicating effectively verbally and in writing, including templates, to a diverse clientele while respecting and maintaining confidentiality.
  • Accessing, updating, and maintaining multiple databases.
  • Creating and updating records within several software programs.
• The ability to:
  • Understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors, and decisions.
  • Promote and support a respectful, equitable, and inclusive workplace for all employees.
  • Promote and support respectful, equitable, and inclusive delivery of services to customers.
  • Take action to learn and grow.
  • Take action to meet the needs of others.

Experience can be gained concurrently.

Up to four (4) years of relevant education in business/public administration, social or behavioral science, or a closely allied field may substitute year for year of experience.

What may help set you apart:

• The ability to identify, investigate, and resolve customer technical issues using an organization’s computer software or systems.
• Experience assisting in developing professional training plans that instruct, coach, and identify training needs.
• Two (2) years of experience supervising staff, providing guidance and coaching.
• Experience in developing specific relevant performance measures and using them to improve performance, motivate staff, and influence decision-makers.
• Additional education or experience beyond the required qualifications in relevant fields.

Additional Requirements of Employment

• This position requires you to train in-office full-time at our Olympia, WA location initially and then work in-office every week on Wednesday and Thursday. Additional in-office time may be required as business needs dictate.
• Prior to a new hire, a pre-employment screening that includes a criminal record history check will be conducted. These findings may not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.

DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take steps to ensure that people with disabilities are provided reasonable accommodations.

For information about available accommodations, the interview process, or the position contact

Kyle Odell.

Join us as we transform how government delivers services!

Together, we can build a legacy of commitment to diversity, equity, and inclusion that will benefit generations to come. Be part of this vital mission and make a real impact in your community.

Candidates who are offered a job with DOL must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.

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.

We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, people of all ages, and veterans. We value the unique traits and attributes that each employee brings to the job. Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington.

Veteran/Military Spouse Preference Notice

To take advantage of your veteran / military spouse preference please attach documentation of eligibility to your application.

The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, sex (including gender identity), marital status, sexual orientation, race, religion, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability.

Persons requiring accommodation in the application process, during the recruitment process, or who need this job announcement in an alternative format, may contact the Human Resources Office at 360-902-4000 or may email [e-mail]. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.

The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.

We do not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov.