In this role you will provide excellent customer service on a large volume of inbound and outbound customer contacts via phone, email, chat or other media in a timely and accurate manner.

Some of what you will do:

• Identify customers’ needs, clarify information, escalate issues in a professional, courteous, and timely manner.
• Assist claimants with the process of applying for an overpayment waiver. This includes helping them understand how to submit the waiver request form and how the overall waiver process works.
• Triage and direct calls to other areas when the customer’s need is not related to Pandemic Era Overpayments.
• Ensure that limited English proficient clients receive properly translated forms and translation services from interpreters.
• Ensure claimants needing special assistance in accessing Unemployment Insurance benefits are appropriately accommodated.

Required Qualifications:

• Two years of experience providing customer service such as assistance to clients and/or customers regarding inquiries, complaints or problems.

• Internet service with speeds of 24mbps download and 2MB upload. To test your internet speed please go to www.speedtest.net.
• Must be able to pass an Unemployment Insurance (UI) Claim & Benefit Information Review.
• Per Gov. Inslee’s Directive 22-13.1, employees of the Washington State Employment Security Department (ESD) must be fully vaccinated against COVID-19. A person is considered fully vaccinated two weeks after the final dose of an authorized COVID-19 vaccine series. As a condition of employment, ESD employees are required to provide proof of vaccination before starting work. A medical or religious exemption may be requested for accommodation.

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.

If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Jeanette Nelson or 564-200-2475 the Talent Acquisition Team, at hrrecruiting@esd.wa.gov or Washington Relay Service 711. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.