Public Benefits Specialist - Call Center

Overview

Are you interested in assisting working families in Washington State? If so, this opportunity may be what you’re looking for! The Washington State Department of Revenue (DOR) has exciting opportunities that only come along once in a great while. We are hiring multiple Public Benefits Specialist 3 positions for our call center in Tumwater, Washington. This position will serve as the first point of contact on the Working Families Tax Credit (WFTC) call center, which focuses on assisting Washington State's low-to-moderate-income working families and individuals.

The Call Center’s primary function is to answer questions and assist those applying for WFTC. They are also dedicated to educating and providing guidance to applicants regarding the criteria for the benefit.

July 13, 2026 may be the start of screening applicants. It will be to your advantage to submit materials as soon as possible.

• Provide direct customer service on the phone to WFTC applicants, including supporting individuals and organizations that work with WFTC applicants (ex., Voluntary Income Tax Assistance, community-based organizations, etc.).
• Explain program requirements, application procedures, and verification needs.
• Answer all questions regarding the WFTC program. Refer customers to optional services and to other agencies as required.
• Take action to ensure that limited English proficient clients receive properly translated forms and translation services.

• Demonstrated ability to provide high-volume, direct customer service by phone and in person, gained through progressive experience in client-facing roles where explaining complex program requirements and resolving inquiries was essential.
• Demonstrated skill in interpreting and conveying program information, procedures, and verification needs clearly and accurately, obtained through roles requiring frequent communication with diverse or vulnerable populations.
• Proven ability to communicate empathetically and respectfully with individuals in difficult, emotional, or high-stress situations, gained through customer service, social services, call center, or public-facing work.
• Demonstrated ability to work effectively with individuals from diverse cultural and socioeconomic backgrounds, supported by experience requiring equitable, inclusive, and culturally responsive customer interactions.

• Proven ability to review, verify, and process applications or case files with a high degree of accuracy, supported by prior experience applying rules, policies, or technical criteria to determine eligibility or make decisions.
• Demonstrated ability to use computer systems, telephony platforms, and web-based applications to complete assigned work, supported by experience with office technology or automated processing systems.

• Progressive experience gathering documentation, evaluating data, and drawing reasoned conclusions, supported by work involving analytical tasks such as document review, fact-finding, or case examination.

• Knowledge of or experience applying laws, regulations, or technical guidance to individual circumstances, obtained through work in benefits programs, compliance-based roles, or other rule-driven environments.

• Demonstrated ability to manage multiple tasks in a fast-paced environment, including handling frequent interruptions and returning to incomplete work, evidenced through prior roles with concurrent responsibilities and time-sensitive workloads.
• Commitment to continuous learning and professional development, evidenced by participation in training, completion of job‑related coursework, or successful adaptation to evolving procedures or program requirements.

• Curious about themselves and others, take 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.

• Flexible, adaptable, customer-service focused, and…