Public Benefits Specialist 3 – Desk Examination Unit

Description

Are you interested in helping build something new that will make a lasting difference in lives of thousands? If so, this opportunity may be what you are looking for!  

We are hiring a Public Benefits Specialist 3 for our Desk Examination Unit. This position's primary function is to perform a holistic review of the WFTC account, determine whether the refund amount identified is correct, underpaid or overpaid, and take any steps to rectify any differences. This includes educating and providing guidance to applicants regarding the criteria for the benefit.

Duties

This position will:

• Independently audit WFTC applications and supporting documents.
• Help identify criteria for determining applications to review.
• Explain program requirements, application procedures, and verification needs.  
• Review and respond to different types of inquiries including those related to applications, general questions, and case specific questions. 
• Assist and educate customers with the process of applying for the WFTC.
• Support other staff by providing technical expertise, analysis about eligibility, and customer skills.

Qualifications

An individual applying for this position must demonstrate the following competencies:

• Demonstrated ability to perform desk examinations or audits of applicant-submitted records, including reviewing financial or eligibility documentation, applying critical thinking, and using independent judgment to determine accuracy and completeness. 
• Proven ability to interpret and apply public laws, rules, and agency policies, paired with experience making sound, independent decisions based on regulatory requirements and documented criteria. 
• Progressive experience reviewing applications and supporting documents to determine eligibility for tax-related programs, including working knowledge of Working Families Tax Credit (WFTC) requirements and demonstrated familiarity with Federal Earned Income Tax Credit (EITC) eligibility criteria. 
• Demonstrated knowledge and skill in explaining program requirements, application procedures, and verification needs to diverse audiences, including individuals with limited English proficiency, using clear, respectful, and accessible communication methods. 
• Proven ability to manage and resolve disputes or sensitive inquiries tactfully and professionally, using sound judgment, de-escalation skills, and adherence to agency guidelines.
• Progressive experience analyzing or developing policy and implementing operational procedures, including identifying impacts, recommending improvements, and applying procedural changes consistently in daily work. 
• Demonstrated skill in organizing work, prioritizing multiple tasks, managing interruptions, and returning to incomplete tasks, with a record of meeting deadlines while maintaining accuracy and attention to detail. 
• Demonstrated respectful and inclusive approach when working with diverse populations, including experience applying cultural awareness, equity principles, and inclusive communication practices when serving individuals with a wide range of backgrounds and language abilities. 
• 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 granted to those who possess:

• 9 months as Public Benefits Specialist 2.
• 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.
• Bi-lingual ability.
• Demonstrated ability to think critically and perform independent reviews and research.

A Bachelor’s degree in social services, business administration, or a related field AND one year of experience collecting payments for products, services or overpaid benefits; examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims or analyzing, verifying, and evaluating financial or tax data and information.

OR 

An Associate’s degree AND three years of experience collecting payments for products, services or overpaid benefits; examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims or analyzing, verifying, and evaluating financial or tax data and information. 

Equivalent education/experience: Experience collecting payments for products, services, or overpaid benefits; examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims or analyzing, verifying, and evaluating financial or tax data and information, will substitute year for year, for education experience.

1. Attach a cover letter detailing your interest and experience specific to the required qualifications of this position.  
2. Attach a resume that illustrates experience qualifying you for this position. 
3. 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?

Supplemental Information

• Comply with the FTI background check requirements, consisting of:
  • FBI National background check (fingerprints required)
  • Local law enforcement check (places where you have lived, worked, or attended school for the last 5 years)
  • Verification of your ability to work in this country
• Be willing to follow the safeguarding requirements of IRS Publication 1075 and DOR Administrative Police 6.5.1.

This position is covered by a collective bargaining agreement between the Department of Revenue and the Washington Public Employees Association (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.
 
If you need help during the application process, please call the Human Resources Office at 360-704-5731.  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.