Public Benefits Specialist - Tax Credit Administration Unit

Public Benefits Specialist 4

This opportunity is only open to current Washington State Department of Revenue employees. Attention Revenue! The Working Families Tax Credit Division is hiring a Public Benefits Specialist
4. This position serves as an expert on application review and processing for the Tax Credit Administration Unit. PBS 4's are also primary points of contact for the Working Families Tax Credit. The Tax Credit Administration Unit's primary function is reviewing and processing Working Families Tax Credit applications to ensure applicants receive the correct amount. They are also dedicated to educating and providing guidance to applicants regarding the criteria for the benefit.

It is preferred that this position interacts with claimants, in Spanish, or another language, in writing and over the phone. Your ability to read, write, and speak in a language other than English will earn you an additional 5% assignment pay!

This position will:

• Serves as the primary point of contact for clients receiving public assistance benefits.
• Provides direct customer service on the phone and/or in person for all customers.
• Determines eligibility for WFTC by processing applications, verifying supporting evidence, and obtaining necessary information from applicants and/or third parties.
• Makes final eligibility decisions based on the information obtained.
• Processes applications received over the counter, online applications submitted within the incumbent's region, and application received by mail and keyed into the system.
• Supports other staff that provide these functions by providing technical expertise, analysis about eligibility, and customer skills.

You may also participate in continuing education and special projects.

The ideal candidate will possess a combination of the following knowledge, skills, abilities, and progressive experience that demonstrates readiness to successfully perform the duties and tasks of this position:

Demonstrated ability to independently review, interpret, and apply complex program rules and policies, gained through progressive experience examining eligibility determinations, compliance documentation, or analytical case reviews in a public benefits, tax, or regulatory environment.

Progressive experience evaluating, verifying, and analyzing detailed documentation such as financial, tax, or benefit-related records to determine eligibility or make final case decisions.

Proven ability to use case management systems, audit tracking tools, or databases to research case information, document findings, and maintain accurate electronic records, acquired through hands-on experience with systems such as ATLAS or similar eligibility platforms.

Demonstrated ability to provide informal leadership and subject-matter guidance to peers, shown through experience mentoring staff, answering technical eligibility questions, reviewing others' work for accuracy, or supporting procedural or workflow improvements.

Progressive experience creating, maintaining, or delivering training and procedural guidance, including developing workflow processes, desk manuals, or tools that support staff accuracy, consistency, and operational efficiency.

Proven ability to deliver empathetic, clear, and culturally responsive customer service to individuals from diverse backgrounds, including explaining complex program requirements, responding to inquiries, and supporting applicants with limited English proficiency.

Demonstrated skill in applying an equity-focused and inclusive approach to interactions with applicants and colleagues, gained through roles serving diverse communities or addressing barriers to access in public-facing programs.

Demonstrated ability to exercise critical thinking and independent judgment to identify inconsistencies, resolve disputes on eligibility documentation, analyze applicant histories, and complete complex case reviews.

Proven ability to manage high-volume, deadline-driven workloads and prioritize tasks effectively, supported by experience meeting processing timelines, handling interruptions, and completing detailed work in a fast-paced office environment.

Progressive experience collaborating across units, divisions, or external partners to resolve issues, reduce workflow bottlenecks, support special projects, or coordinate case reviews, demonstrating strong interpersonal and communication skills.

The ability to take action to learn and grow:
Curious about themselves and others, takes 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…