About the Department

Position Duties

This position will:

• Provide direct customer service on the phone and/or in person for all customers.  
• Determine eligibility for WFTC by processing applications, verifying supporting evidence, and obtaining necessary information from applicants and/or third parties.   
• Make final eligibility decisions based on the information obtained.  
• Process applications received over the counter, online applications, and applications received by mail.
• Identifies applications that might be inaccurate and need validation through a desk examination.

Minimum 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:

Continuous Learning & Adaptability

Progressive experience engaging in ongoing training, staying current with program updates, and adapting to changing policies, processes, and workload needs within a dynamic work environment. Curious about themselves and others, they take responsibility for understanding their own strengths and weaknesses and use that learning to help make government programs and processes more efficient and effective for all who live in Washington.

Eligibility Determination & Analytical Review

Demonstrated ability to review, analyze, and verify applications, documents, and financial or tax-related information to determine eligibility for public benefits programs, including experience applying laws, rules, and policies to make independent decisions. 

Policy Interpretation & Application

Progressive experience interpreting, applying, and explaining laws, rules, policies, and procedures—such as those governing WFTC or equivalent eligibility programs—to ensure accurate case processing and compliance. 

Customer Service & Client Support

Demonstrates a proven ability to deliver empathetic, accurate, and responsive customer service to individuals from diverse backgrounds, including those with limited English proficiency, by clearly and respectfully explaining complex program requirements, processes, and decisions. Demonstrates the ability to remain flexible, adaptable, and strongly customer-service focused, responding with empathy to the unique needs of the people they work with and serve.

Collaboration & Professional Interaction

Proven ability to work collaboratively with coworkers, supervisors, management, community partners, and the public to accomplish unit goals, exchange information, and support team operations, demonstrating professionalism and tact in all interactions. 

Critical Thinking & Independent Judgment

Proven ability to use critical thinking and independent judgment to identify inconsistencies, complete desk examinations, conduct background research, and analyze applicant history to ensure accuracy and compliance with program rules. 

Time Management & Workload Prioritization

Demonstrated ability to manage a high-volume workload in a fast-paced, deadline-driven environment by effectively prioritizing tasks, handling interruptions, and returning to incomplete work while meeting service and processing expectations.

The ability to take action to learn and grow: 

Curious about themselves and others, take responsibility for knowing their own strengths and weaknesses, and use their learning to make government programs and processes more efficient and effective to serve all in Washington.

The ability to take action to meet the needs of others: 

Flexible, adaptable, customer-service focused, and willing and able to empathetically respond to the unique needs of the people they work with and serve.

Uses an equity & inclusive approach: 

Actively seeks to understand and appreciate the diverse backgrounds, perspectives, and experiences of colleagues, customers, and communities. Encourages an inclusive culture where everyone feels valued and respected. Uses an equity lens that applies an objective perspective to daily work by considering impacts on the people we serve, particularly marginalized groups by actively identifying and removing inequitable barriers.

Preference may be given to candidates who possess:

• 9 months as Public Benefits Specialist 2
• Ability to interpret public laws and policies and the ability to make independent decisions.
• Excellent oral and written communication skills.
• Experience in customer services, including interacting with individuals with limited English proficiency.
• Ability to work effectively in a fast-paced office to complete multiple assignments while meeting performance standards.

A Bachelor’s degree in social services, business administration, or a related field AND one year of experience examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims, or a job providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial or tax data and information,

OR

An Associate’s degree AND three years of experience examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims, or a job providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial or tax data and information,

Equivalent education/experience: Experience examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims, or a job providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial data and information, will substitute year for year, for education experience.

• Complete the online application in detail. 
• Attach a current resume'.
• Attach a letter of interest explaining your interest in the position and how you meet the qualifications listed.
• Include three or more professional references with current contact information.

To take advantage of Veteran's preference, please attach your DD-214, member 4 long form, or your NGB-22. Please blackout (redact) your social security number and date of birth before attachment.


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 [email protected] or give me a call (360) 704-5725.

Other Qualifications

The Human Resource Division may use referrals from this recruitment to help fill future similar vacancies for up to six months.

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.
  
These positions are covered by a collective bargaining agreement between the State of Washington and the WPEA.
 
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.
 
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.