Professional Licensing Representative; PLR

Professional Licensing Representative

We are dedicated to growing a culture of belonging through our values:
Respect | Trust | Diversity | Equity | Inclusion. This posting is an internal posting for current DOL employees only. 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 for a Professional Licensing Representative to support licensing activities. As one of the most visible state agencies and the second-largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees.

We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and provide equitable and meaningful access to our services for every resident.

If you are ready to assist the team in helping Washington residents turn their business dreams into reality by guiding customers through license profession laws, rules, and agency policies, please read on!

As a Professional Licensing Representative, you will support licensing activities for multiple professional licensing programs, including but not limited to Collection Agencies, Real Estate and Appraisers, and Transportation Services. Being comfortable in a fast-paced and ever-changing work setting that requires you to support the team and have direct communication with concerned customers is key to your success. You will assist the leadership, your team, the complaint intake team, regulatory and compliance unit, and peers in making determinations on licensure by providing a wide range of customer support.

Being able to identify, track, report, and test solutions to licensing system issues is a daily requirement as well. Given our large collection of programs, your ability to adapt to changes, create a cohesive environment, and drive positive outcomes through encouragement and consistency will be important for this role.

Some of what you will do:

• Provide direction and guidance on complex licensing issues to licensing staff, applicants, and regulatory boards.
• Use knowledge and understanding of laws, rules, and policies to compile in-depth information for reporting.
• Collect training feedback and report training deficiencies to the training development team.
• Actively participate in calls, call shadowing, call metrics review, and escalated calls to identify improvements and provide constructive feedback to staff.
• Manage SQR process for system related issues, using applications and DOL software to document, report, track, and test fixes.
• Research and support public disclosure requests, data requests, and workload reports related to licensing.

What you will bring to the role:

• Six (6) years of technical experience in a licensing or regulatory program.
OR
• One (1) year of experience as a Professional Licensing Representative (PLR1).
Experience must include the following:
• Three (3) years of experience providing service to customers on the phone or in person, where explaining rules and policies are regular daily functions.
• One (1) year of the following experience:
• Answering a multi-line system, taking messages, transferring calls, and assisting others over the phone.
• Communicating effectively verbally and in writing, including templates, to a diverse clientele while respecting and maintaining confidentiality.
• Accessing, updating, and maintaining multiple databases.
• Creating and updating records within several software programs.
• The ability to:
• Understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors, and decisions.
• Promote and support a respectful, equitable, and inclusive workplace for all employees.
• Promote and support respectful, equitable, and inclusive delivery of services to customers.
• Take action to learn and grow.
• Take action to meet the needs of others.

Experience can be gained concurrently. Up to Four (4) years of relevant education in business/public administration, social or behavioral science, or a closely allied field may substitute year for year of experience. What may help set you apart:

• The ability to identify, investigate, and resolve customer technical issues using an organization's computer software or systems.
• Experience assisting in developing professional training plans that instruct, coach, and identify training needs.
• Two (2) years of experience supervising staff, providing guidance and coaching.
• Experience in developing specific relevant performance measures and using them to improve performance, motivate staff, and influence decision-makers.
• Additional education or experience beyond…