ES Benefits Specialist In-training​/Telework Dual Language

The Employment Security Department (ESD) is hiring a dual language, customer-focused, and detail-oriented professional to serve as an ES Benefits Specialist 2 in-training on our Paid Leave Customer Care Team.

This position is eligible for full-time telework within Washington State, though the successful candidates may occasionally be asked to travel to their assigned duty station within Washington State.

This is a Dual Language vacancy and requires the ability to read, speak, and write proficiently in Spanish in order to qualify for further consideration.

The anticipated start date for this position is February 16, 2027

The ideal candidate is patient, empathetic, and solution driven. They communicate clearly, navigate complex rules with confidence, and thrive in a fast-paced environment where accuracy and service matter. They have the ability to build trust with customers, collaborate effectively with teammates, and approach each interaction with professionalism and respect. The ideal candidate is committed to equity, able to manage high-volume workloads, and skilled at translating technical requirements into clear, helpful guidance.

As an ES Benefits Specialist 2, you will be a key member of the Operations Team and one of the primary voices of the Paid Family and Medical Leave (PFML) program. You will help Washington workers and employers understand their rights and responsibilities, process benefit claims, and ensure customers receive timely, accurate information. Your work directly supports ESD’s mission to provide economic stability and peace of mind during life’s most challenging moments.

In this role, you will adjudicate Paid Family Medical Leave benefit claims, review documentation for eligibility, and guide customers through program requirements. You will respond to a high volume of inquiries from claimants, employers, healthcare providers, and representatives—providing clear explanations, resolving issues, and escalating concerns when appropriate. You will ensure compliance with RCW, WAC, and agency policies while delivering exceptional service to diverse customers, including those with limited English proficiency.

• Process and adjudicate routine and complex Paid Family Medical Leave claims in accordance with RCW, WAC, and agency policies
• Provide high-quality customer service through phone, email, and secure messaging, managing large volumes of inbound and outbound communication
• Identify customer needs, research issues, and deliver accurate, timely solutions
• Review wage information, identity verification materials, and medical certifications to determine benefit eligibility
• Conduct fact-finding and request additional documentation when needed to make legally sound determinations
• Ensure customers with limited English proficiency receive translated correspondence and due process through certified interpreters
• Resolve monetary and non-monetary redeterminations and process weekly claims, including corrections or adjustments
• Report potential underpayments, over payments, and suspected fraud in accordance with compliance requirements
• Respond to inquiries from claimants, employers, healthcare providers, and other stakeholders regarding program requirements and case-specific issues

** These positions are hired as ESBS1 in-training, advancing to the ESBS2 job class after successful completion of the in-training plan, which includes on-the-job and classroom training.**

Four (4) years of equivalent experience as noted below

One (1) year as an ES Benefits Technician,
AND
Three (3) years of additional relevant experience.

One (1) year of experience equivalent to the ES Benefits Technician with another state that administers insurance benefits programs,
AND…