Professional Licensing Representative; PLR

Position: Professional Licensing Representative (PLR1)
We are dedicated to growing a culture of belonging through our values:

Respect | Trust | Diversity | Inclusion | Equity

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 two (2) Professional Licensing Representatives who are passionate about the work we do to join their team!

To support the Business & Professions Division, the Licensing Customer Support Services (LCSS) team provides external-facing, high-quality support for more than 34 professions and 133 license types in a fast-paced operational environment. Organized into cross-trained teams comprised of a contact center and processing units,including serving walk-in customers,we guide customers through initial licensure, renewals, and reciprocity so they can obtain and maintain professional certifications.

Serving hundreds of thousands of business licenses annually, our mission is to deliver timely responses, clear direction, and excellent customer service to help Washington's professionals meet licensing requirements.

If you are an organized and self-motivated team player familiar with fast paced service and interpretation of policy, laws, and regulations, we invite you to apply!

As a Professional Licensing Representative, you will review and approve licensing applications and issue licenses and renewals when in compliance. Comfort in guiding both internal and external customers toward meeting expectations is important for success in this role. Your ability to prioritize your workload will be important as you work independently to follow up and fully process work tasks with varying priorities.

You will be relied on to make approval and denial recommendations, while also ensuring clear communication regarding compliance and complaints from Washington residents.

Some of what you will do:

* Evaluate and make recommendations for approval of applications, renewals, exam requests, documents, and waiver requests using complex statutes and policies.

* Respond to customer calls, emails, complaints, and inquiries to assist with licensing.

* Use computer applications and agency software to document, research, and track customer issues.

* Assist leadership in planning and organizing the licensing activities across multiple professional licensing programs.

* Consult with section leadership on complex process and procedure issues, workload efficiencies, and challenges to continuously improve process expectations.

What you will bring:

* Four (4) years of experience providing professional customer service assisting customers to resolve complaints or answer questions using knowledge and interpretation of laws, rules, and regulations.

Up to two (2) years of relevant education
* may substitute year for year for experience.

* Relevant education will include major study in business or public administration.

OR

* Two (2) years of technical experience in a licensing or regulatory program.

* Experience must include:

* Two (2) years of interpreting laws, statutes, regulations, rules, policies, and law codes and applying them in relevant work experience to communicate to customers and clients.

* Two (2) years of using Microsoft Suite including Word, Excel, Outlook, One Note, SharePoint, and MS Teams (or similar programs).

* One (1) year of accessing, inputting, and maintaining records into multiple database systems.

Experience can be gained concurrently.

What may help set you apart:

* Professional phone etiquette experience in answering a multi-line system, taking messages, transferring calls and assisting others over the phone.

* One (1) year of drafting professional email and written communication

* Knowledge and understanding of the Legislative process and policy development.

* Ability to analyze policy, research issues, identify impacts, assemble documentation, prepare agency policies and policy briefs.

* Experience working in POLARIS, user interfaces, or other web-based applications retrieving and updating data from unique department database systems.

Additional Requirements of Employment

* This position requires you to work in office full time during your initial training and from our Olympia, WA location on Wednesday and Thursday each week after your training.

* Prior to a new hire, a pre-employment 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.

DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take the steps to assure that people with…