Lead Desk Examination Specialist; PBS

The Washington State Department of Revenue (DOR) has an exciting opportunity. We are hiring a Public Benefits Specialist 4 for our Desk Examination Unit. This position’s primary function is to review WFTC accounts, determine correct refund amounts, and take steps to rectify differences. It also involves educating applicants about program criteria.

January 6, 2025 may be the earliest screening date. Submit materials promptly.

Revenue is a dynamic organization offering work‑life balance, strong leadership, and a diverse team. We value diverse perspectives and serve people of all backgrounds, including immigrants, LGBTQ+, people with disabilities, and veterans. Our benefits package includes defined‑benefit retirement plans, health, dental, vision, deferred compensation, and student loan forgiveness.

Please review the opportunity details below and forward this message to potential qualified candidates.

• Independently conduct desk examinations of complex WFTC applications.
• Serve as lead for Desk Examination Unit staff by providing expert support.
• Ensure applicants receive the correct WFTC benefit amount.
• Determine benefit amounts and make final decisions based on supporting evidence and applicant or third‑party information.
• Work and resolve very complex, time‑consuming, and sensitive accounts requiring in‑depth reviews.
• Advise staff on desk examination procedures and processes.
• Provide direct customer service on the phone for all customers.
• Educate applicants of program requirements, potential repayment obligations, and repayment deadlines.
• Support other staff by providing technical expertise and analysis about eligibility and customer service skills.

• Ability to review applications and supporting documents to determine eligibility for WFTC, understanding eligibility requirements of the Federal Earned Income Credit.
• Ability to interpret public laws and policies and make independent decisions.
• Ability to explain program requirements, application procedures, and verification needs to individuals with varying program experience, including those with limited English proficiency.
• Ability to lead and mentor staff, conduct performance evaluations, and manage team dynamics.
• Ability to manage and resolve disputes professionally and tactfully.
• Capacity to perform desk examinations and analyses using critical thinking and independent judgment.
• Skill in policy analysis and development, and experience implementing operational procedures.
• Skill in prioritizing and performing multiple tasks, handling interruptions, and returning to incomplete tasks.

• Four years of experience reviewing benefits claims, examining or processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims, or analyzing financial or tax data.
• One year of experience as a Public Benefits Specialist 3.
• Associate’s degree or higher.
• Experience in a benefits program.
• Excellent oral and written communication skills.
• Experience providing customer service to individuals with limited English proficiency.
• Skill in working with division management, staff, other divisions, agencies, and community partners.
• Ability to work effectively in a fast‑paced office to complete multiple assignments while meeting performance standards.
• Commitment to attending required training courses and continuing education.
• Interacting with all DOR staff and serving the public with respect, concern, courtesy, and responsiveness.
• Fluency in both English and Spanish, including handling phone calls and providing translated forms and translation services for limited‑English‑proficient clients.

For Veteran’s preference, attach your DD‑214, member 4 long form, or NGB‑22. Blackout your social security number and date of birth before attachment.

Questions? Hello, my name is Lance, and I will be assisting with this announcement. Please contact the Staffing…