ES Technician: Telework​/Dual Language-Spanish

This is a Dual Language position. The incumbent must be able to communicate effectively in Spanish in person, via telephone, and in writing.

The Employment Security Department (ESD) has 2 openings for customer-focused, detail-oriented professionals to serve as Dual Language ES Benefits Technicians on our Customer Care Team supporting the Paid Family and Medical leave program.

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.

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

Our ideal candidate brings a genuine passion for serving people, demonstrates a positive, solutions-oriented mindset, and thrives in a team-centered, fast-paced environment. They excel at adapting to evolving directives, maintain strong attention to detail, and are comfortable navigating multiple systems and technologies while supporting customers by phone. They demonstrate strong competencies in Customer Needs Assessment, Problem Solving, Issue Resolution, Clear Communication, and Adaptability.

As part of the Operations Customer Care Team, the ES Benefit Technician supports the Insurance Services Division by handling a large volume of claimant calls, clarifying benefit information, and providing timely, courteous assistance. This role performs a variety of para-professional duties and administrative tasks that support Washington workers and employers.

Your primary job duties will be providing excellent customer service on a large volume of inbound and outbound customer contacts via phone, emails, and secure messages regarding Paid Leave and WA Cares program requirements, eligibility criteria, and services available. You will respond to routine and complex inquiries from claimants, their representatives, employers and/or businesses helping to clarify issues, research, locate, and provide information and answers and alternative solutions.

• Provide customer delight while answering customer calls, emails, and secure messages regarding the Leave and Care Division’s WA Cares and Paid Family and Medical Leave Programs.
• Independently resolves routine client/customer complaints by identifying the issues, determining procedural steps for resolution, offer alternative solutions and communicates results to the clients/customers.
• Maintains confidentiality in the service performed in accordance with laws, policies, and procedures.
• Respond to routine and complex inquiries from clients and customers and provide information, research issues, and provide answers, and alternative solutions.
• Provide customer support on large volumes of inbound and outbound calls to assist in creating online accounts with Secure Access Washington, Paid Family and Medical Leave, and WA Cares programs.
• Provides customer assistance for Paid Family and Medical Leave services, including guiding them through the application process and providing information on documentation that is required, such as medical certifications, other supporting documentation to support their request and status updates.
• Provide agency interpretations and applies knowledge of the laws, regulations, and process in the resolution of inquiries, complaints, and issues.
• Acts as a liaison between clients/customers and the agency.
• Perform data entry and document customer interactions as required.
• Attend trainings, unit meetings, and all-staff meetings.

• Option 1:
  Two (2) years of a combination of education and relevant experience.
• Option 2:
  Two (2) years of customer service experience.
• Option 3:
  An Associate’s Degree.
• AND:
  Must be able to communicate effectively in Spanish in person, via telephone, and…