LI Customer Service Specialist 2-Bilingual

Our Values:Customer Focus One L&I Respect Diversity Equity and Inclusion Learning and Growth Reliability.

Please Note: This position is bilingual preferred.Due to the need of written and verbal communication interpretation and translation the employee must be able to fluently speak read and write in one of the following languages:Spanish Korean Russian Chinese or Vietnamese.

Please note:If hired as bilingual our top applicant will be required to pass an assessment of your ability to write and speak the foreign language fluently. We do not use translating software. Employees with bilingual responsibilities receive a5increase in pay.

Job Highlights

Are you looking for a position that supports and contributes to the economic wellbeing and safety of Washingtons workers Heres your opportunity to join a team committed to providing exceptional public service to the citizens of Washington. Labor & Industries has an opening in Silverdale WA for a Customer Service Specialist 2 Bilingual which might be just what you are looking for!

As a Customer Service Specialist 2 (CSS2 Bilingual you will be reporting to the Office Manager (OM) and will be a member of the Customer Service Program (CSP). You will be a member of a team and share equally in the responsibility of providing direct service to customers of all agency programs both those who walk in and those who call in as well as providing service to internal staff. As a CSS2 Bilingual you will be fully qualified to examine documentation and applications for completeness in accordance with applicable rules.

You will be able to determine eligibility based on what rules apply and explain agency policies procedures regulations and processes: you will guide and inform customers of their rights and responsibilities act as a liaison between customer and agency resolve customer service related complaints and use knowledge of agency policies and procedures to assist customers with completion of agency forms.

As a CSS2 Bilingual you will be required to have general and specific knowledge of other government agency programs and services including but not limited to Business Licensing Service Department of Revenue Secretary of State and Human Rights Commission.

The position supports and contributes to the mission of Labor & Industries by resolving complaints and problems providing access to agency benefit programs licensing and regulations for Labor & Industries programs using applicable laws regulations and processes and identification of potential noncompliance. This position assists customers with opening of accounts payment of assessed fees or on accounts payment agreements and collection of money and seeks ways to improve customer service and productivity.

Some of what youll do:

• Assist English speaking and multilingual customers at the front counter and on the phones by providing information regarding L&I and other government agency programs and services (to include Human Rights and discrimination complaints etc...
• Explain to customer the requirements and procedures related to guide them in accessing L&l services or licensing and certification.
• Review research and process registration and licensing applications for construction contractors.
• Make a determination to stop application and/or registration processes when all necessary documentation has not been provided or when established guidelines have not been met.
• Provide agency interpretation and accurately apply knowledge of laws regulations and processes in the resolution of inquiries complaints and problems while maintaining appropriate confidentiality.
• Educate and assist customers in applying for and purchasing electrical work permits and factory assembled structure (FAS) alteration permits.
• Complete entry of both required data and payment information in appropriate systems to issue the license certificate or registration. In all money transactions adhere to established cash management policies and procedures.
• Serve as liaison between customers (injured workers employers providers and attorneys) and claims management section regarding actions taken on worker compensation claims.
• Use telephonic interpretive services to assist customers with limited English proficiency.
• Educate employers regarding the Industrial Insurance Program.
• Provide assistance to authorized legal representatives third party administrators and other State Federal and local agencies regarding injury claim and pension related questions.
• Provide support to internal program staff.
• Provide education of Washingtons fair labor requirements processes and obligations for both employees and employers.
• And much more!

Required:

OR

OR

As well as:

• Demonstration of PositionSpecific Skills Abilities and Competencies
• Must possess a valid unrestricted driver license.

Desired:

• Experience providing clerical or customer service support able to multitask in a professional fast paced high call volume work environment.
• 1 year of cash handling experience.
• Bilingual Skills The ability to read write translate and converse with fluency in one of the languages listed above and English.

Things You Need To Know

To help you maintain a proper worklife balance teleworking is one of the work schedule options for this position. L&I also offers flexible custom work schedules.

State employees who meet the qualifications will become eligible for a generous retirement package at the end of the employees career. Click on the Benefits tab to learn more.

At L&I your voice matters. In addition L&I is a diverse state agency dedicated to the safety and health and security of Washingtons 3.3 million workers. Take a look at this brief video and learn more about why L&I is an employer of choice.

The expected time spent inoffice while on probation will be Monday through Friday.

For this position telework (after probation period is over) will be 1 (one) day a week. The assigned duty station for this position is Silverdale Washington.

To receive more information on opportunities at L&I sign up forGovDeliveryand select L&I job alerts.

1. Acover letterdescribing specific qualifications.
2. A currentresumedetailing applicable experience and education.
3. A list of at least three professional references with current telephone numbers.

Please do not attach or place any information about your vaccination status includingdisclosure of leaving employment due to a vaccination requirement for COVID 19 within the application resume or cover letter. If you do we will have to reject your application to safeguard others from receiving your confidential information. You will have to remove the confidential information before you can apply again.

To learn more about our hiring process timeline at L&I please visit our L&I recruiting page at Hiring Process at L&I. If you would like to read our website in a language other than English scroll up to the top of the page to select your language of choice from the banner.

Background Check Notice:

Prior to a placement in this position a background check including criminal history record will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position.

Washington is Americas Top State to live play and work according to U.S. News 2021. Join the L&I team and enjoy all the Evergreen State has to offer.

Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD214 (Member 4 copy) NGB 22 or signed verification of service letter from the United States Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers. For further information contact L&Is.

Diversity Equity and Inclusion Employer

L&I employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status.

We believe in the importance of recognizing the value each of us contribute to the success of the agency mission. Having a diverse workforce is this agencys greatest resource of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service.We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone.

The State of Washington is an equal opportunity employer. Persons with a disability who need accommodation in the application process or testing process or those needing this announcement in an alternative format may call. TTY users should first call 711 to access the Washington Relay Service.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our awardwinning diverse and inclusive organization.

For more information

If you have any questions regarding this job posting program or the agency please contact Elena Emery at