L&I Customer Service Specialist

Job Highlights

Make a difference for crime victims as a Customer Service Specialist 2. In this role, you’ll provide excellent customer service to internal and external customers by answering incoming calls and performing complex clerical support, including mail and translations to Spanish and other languages.

• Answer incoming calls to the Crime Victims Compensation Program and serve as the initial point of contact.
• Resolve customer questions and concerns through review of claim file information.
• Transcribe messages and accurately capture conversations.
• Route calls and messages to appropriate personnel for further action.
• Assist customers with general questions/issues such as claim status, authorizations, payment information, and document clarification.
• Listen attentively, identify issues, provide options, and fulfill services.
• Exercise knowledge of confidentiality laws and the Crime Victims Act.
• Retrieve and process voice mail.
• Sort, fold, and ensure additional attachments are included for outgoing mail; mail forms to customers as instructed.
• Prepare incoming and outgoing documents for translation services.
• Handle return mail by verifying and confirming correct mailing address.

• High school diploma or equivalent and 2 years of experience assisting clients/customers with inquiries, complaints, or problems.
• OR 1 year of experience as a Customer Service Specialist 1.
• OR equivalent education/experience.
• Ability to take action to learn and grow.
• Ability to take action to meet the needs of others.

• Fluency in reading, writing, translating, and speaking both Spanish and English (bilingual).
• One year of experience in a fast‑paced setting working with insurance claims, such as a claims processor, program coordinator, or related field.

Spanish bilingual is preferred. A top applicant who is bilingual must pass a verbal and written assessment of Spanish fluency.

Applicants may claim Veterans Preference by providing DD‑214, NGB‑22, or comparable service verification documentation.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, age, or veteran status. The State of Washington is an equal opportunity employer.