Professional Licensing Representative; PLR

Position: Professional Licensing Representative (PLR2)
We are dedicated to growing a culture of belonging through our values:

Respect | Trust | Diversity | Equity | Inclusion

This posting is for current internal 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 Centralized Investigations and Audits Unit (CIAU) in our Business and Professions Division (BPD) is currently recruiting for a Professional Licensing Representative who is passionate about the work we do in our unit.

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 a collaborative team player with familiarity reading and interpreting policies, laws, and regulations, we invite you to apply!

As a Professional Licensing Representative, you will provide complaint intake and licensee compliance support for all professions within BPD. You will accomplish this by providing a wide range of customer support and policy guidance. This may be completed by completing the initial review of customer complaints about business and professional licensing. As you support the team through work assignment, data analysis, and through complaint intake process development, being an informed, consistent, and engaged collaborative peer will be key.

Your ability to prioritize your workload independently to follow up and fully process requests with varying priorities will ensure success in this role.

Some of what you will do:

* Initiate and oversee a high volume of complaint intakes involving licensees and applicants based on state laws, rules, and regulations.

* Review applicant background investigations, evaluate supporting documentation, approve applications, and recommend licensing denials when appropriate.

* Serve as the senior technical resource for complex complaint intake, investigations, licensing issues, and regulatory requirements.

* Provide guidance and consultation to staff, licensees, boards and commissions, stakeholders, and the public regarding complaints, licensing processes, and agency procedures.

* Assist in the review, development, and implementation of laws, rules, policies, and procedures impacting licensing and investigative activities.

* Prepare and analyze production metrics, workload reports, and staffing plans to support operational and strategic decision-making.

* Partner with boards, commissions, legal counsel, and internal teams to resolve complex issues and support regulatory and licensing activities.

What you will bring to the role:

* Six (6) years of relevant experience in a regulatory or licensing program providing assistance to customers regarding inquiries, complaints, or problems.

OR

* Three (3) years of experience as a Professional Licensing Representative 1 (PLR1).

* Experience must include two (2) years of the following:

* Interpreting and applying administrative statutes, rules, or federal regulations. RCW's and WAC's in a regulatory environment.

* Experience with regulatory and compliance requirements, including the Administrative Procedures Act.

* Independently composing, formatting, and communicating professional correspondence, emails, memos, letters, legal documents, and technically correct, and step-by-step instruction responses to customers, applying plain talk and clear communication guidelines.

* Experience must include 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 two (2) years of relevant education in business/public administration, auditing, criminal justice or a closely allied field may substitute year for year of experience.

What may help set you apart:

* Bachelor's degree in business or allied field.

* Two (2) years of experience providing professional customer service in person, writing, or by phone.

* Knowledge and experience using DOL's Drives system.

* Experience in a regulatory or licensing program interpreting laws and rules.

* Experience testifying as the subject matter in legal proceedings.

* Investigative experience and knowledge including methods, principles, and standards.

Additional Requirements of…