Lcd-Es Technician-Non--Telework

LCD-ES Benefits Technician – Non-Permanent – Telework

This is a Non-Permanent Position.

Location and

Schedule:

This position is primarily remote; you may need to travel to the nearest office in Washington State occasionally. The anticipated start date is March 16, 2026.

The ideal candidate will excel in a fast‑paced contact center, providing clear, empathetic support to individuals with WA Cares questions. Strong communication, adaptability, technology comfort, and phone‑based customer service experience are essential. The role supports the Insurance Services division and involves responding to high volumes of claimant calls, clarifying information, researching issues, and providing timely solutions.

• Provide customer delight while answering calls, emails, and secure messages regarding the WA Cares Program.
• Resolve routine client/customer complaints by identifying issues, determining procedural steps, offering alternative solutions, and communicating results.
• Respond to routine and complex inquiries and provide information, research issues, and offer solutions.
• Provide support on inbound and outbound calls, including assistance creating online accounts with Secure Access Washington and WA Cares program.
• Assist customers in filing Exemptions requests online and guide them on portal navigation and required documentation.
• Process WA Cares fund exemptions requests, issuing approvals or denials after reviewing information and conducting fact‑finding with customers as needed.
• Provide agency interpretations and apply knowledge of laws, regulations, and processes to resolve inquiries, complaints, and issues.
• Act as a liaison between clients/customers and the agency.
• Perform data entry and document customer interactions as required.
• Attend trainings, unit meetings, and all staff meetings.

Required Qualifications (choose one option):

• Two years of a combination of education and relevant experience.
• Two years of customer service experience.
• An Associate’s Degree.

Required Equity

Competencies:

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

Required Experience:

• Customer needs assessment and problem solving – skill in identifying needs and providing solutions.
• Problem resolution and communication – skill in resolving issues and providing clear communication.
• Adaptability and versatility – ability to perform various tasks as needed.

Preferred/Desired

Qualifications:

• At least two years of call center experience, with the ability to handle a high volume of inbound and outbound calls efficiently.

Additional Employment Requirements:

• Must be able to pass Unemployment Insurance (UI) and Paid Family and Medical Leave (PFML) claim and fraud check.
• Occasional travel.

Please submit only the required documents as noted: a cover letter, three professional references, and a resume. All Personal Identifying Information such as Social Security numbers must be removed from your materials for privacy. Upload documents securely through the Add Attachments field of the online application. Applications missing required fields or containing incomplete responses may be considered incomplete.

The Employment Security Department is an equal‑opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. We strive to create a working environment that includes and respects diverse backgrounds. Women, racial and ethnic minorities, people with disabilities, people over 40, religious believers, veterans, and people of all sexual orientations and gender identities are encouraged to apply.

Employee benefits are competitive and include medical (including vision), dental, and basic life insurance; flexible spending accounts; pension and retirement plans; and a range of leave options such as paid holidays, sick leave, vacation, and military leave. For full details, please review the benefits information for your position type.

If you need assistance with the application process, an alternate format of this announcement, or have general questions, contact Caleb Baldwin at  or the Talent Acquisition Team. Technical difficulties can be reported to careershelp.gov or (360) 664‑1960 (toll free 877‑664‑1960). Washington Relay 711 is also available.