Program Specialist

Providing Regulatory Oversight for Washington State's Financial Service Providers

The Washington State Department of Financial Institutions (DFI) protects consumers and advances the financial health of Washington State by providing fair regulation of financial services and educating consumers to make informed financial decisions. With nearly 250 employees across five divisions—Administration, Banks, Consumer Services, Credit Unions, and Securities—DFI works independently to create a stronger economic future and secure financial environment for Washington's consumers and businesses alike.

DFI is self‑supporting; its operating revenues are paid by the organizations and individuals it regulates. Visit (Use the "Apply for this Job" box below)..

DFI employs and serves diverse people of all backgrounds, including people of color, women, LGBTQ+, people with disabilities, and veterans, fostering a respectful professional environment where everyone can thrive.

• Medical, dental, retirement, and generous paid vacation, sick leave, and holidays.
• Healthy work‑life balance.
• Commitment to diversity, equity, and inclusion where every person is recognized and valued.
• Telecommuting up to two days per week and flexible work hours.
• Professional development and continuing education opportunities, including DFI’s in‑house CLE program and other training that ensures employees are successful.
• You may be eligible for Public Service Loan Forgiveness.

In the Division of Consumer Services, consumer protection is at the heart of our work. We regulate emerging Fin Tech industries, cryptocurrency, money transmission, escrow, consumer lending, and loan servicing. We license and examine companies and individuals and take action against violations, ordering refunds or restitution for consumers and enhancing the efficiency and effectiveness of state government.

This position functions as a representative of the Licensing Program Unit and is a resource for licensees, providing procedural and substantive review of applications and technical assistance. The role requires making independent judgment decisions based on comprehensive review of documentation, ensuring effective regulation through efficient operations and monitoring.

• Independently conduct procedural, substantive, in‑depth and independent assessment of mortgage company and individual applications and amendments.
• Independently analyze regulated mortgage company and individual materials to ensure compliance with statutory requirements.
• Independently identify, research, and resolve deficiencies in company and individual applications.
• Assist in developing internal procedural documents for licensing activities.
• Provide information to internal staff, customers, or constituents pertaining to license types.
• Independently compose and issue correspondence whether by email or within external licensing system to request items.
• Establish and maintain tracking systems and working templates for the licensing of and monitoring program participants.
• Accurately and efficiently update multiple databases with licensing information.
• Apply knowledge of applicable statutes and rules to review of relevant regulated entity activities.
• Identify and report system issues to immediate supervisor and Information Systems (IS).
• Ensure applicable documents, correspondence, and licensing records are scanned or indexed into document management system in a timely manner.

Desired qualifications:

• Associate’s degree AND three years of experience providing customer assistance related to inquiries, complaints, or problems; OR Bachelor’s degree AND one year of experience providing such assistance; OR equivalent experience.

The best qualified applicant will possess:

• Experience and ability to independently respond to and resolve inquiries, complaints, and customer service issues with minimal supervision.
• Ability to efficiently use computer software to perform essential job functions.
• Experience accurately entering data into database software or web‑based applications, including navigation, updating, and research.
• Experience working with diverse clientele and interacting professionally with all customers regardless of background.
• Intermediate‑level experience using MS Word and Excel.
• Typing/keyboarding at 40 or more words per minute.
• Effective oral and written communication skills to respond to customers, supervisors, and peers.
• Ability to analyze, research rules and policies pertinent to registration issues and share information with specific individuals or the work group.
• Self‑motivation to organize workload and meet deadlines.
• Ability to plan and organize assignments or tasks to create timely and accurate work products.

Official workstation will be defined as the Tumwater Headquarters Office. The Division of Consumer Services employs a hybrid work schedule with up to three days of telework.