Program Specialist 3

In theDivision of Consumer Services consumer protection is at the heart of what we do whether we are regulating emerging FinTech industries like those dealing in cryptocurrency or more established forms of money transmission escrow consumer lending and loan servicing. We license and conduct examinations of the people and companies in those industries and take action against those who violate the law. We pride ourselves on helping people - by ordering refunds or restitution for consumers by enhancing the efficiency and effectiveness of state government and by working to maintain robust healthy financial industries.

About the Position:
This position functions as a representative of the Licensing Program Unit and is a resource for licensees by providing procedural and substantive review of applications and to provide technical assistance to licensees. This position is responsible for making independent judgement decisions based on a comprehensive review of various document submissions. These duties ensure effective regulation of our licensees through efficient operations and the ability to monitor performance. Without this assistance the division could not maintain timeliness for licensing decisions and responses to other stakeholders.

Some of What You Will Do:

• Independently conduct procedural substantive in-depth and independent assessment of mortgage company and individual applications and amendments.
• Independently analyze regulated mortgage company and individual materials to ensure compliance with statutory requirements.
• Independently identify research and resolve deficiencies in company and individual applications.
• Assist in developing internal procedural documents for licensing activities.
• Provide information to internal staff customers or constituents pertaining to license types.
• Independently compose and issue correspondence whether by email or within external licensing system to request items.
• Establish and maintain tracking systems and working templates for the licensing of and monitoring program participants.
• Accurately and efficiently update multiple databases with licensing information.
• Apply knowledge of applicable statutes and rules to review of relevant regulated entity activities.
• Identify and report system issues to immediate supervisor and Information Systems (IS).
• Ensure applicable documents correspondence and licensing records are scanned or indexed into document management system in a timely manner.

Desired Qualifications:

An Associates degree AND three years of experience providing assistance to customers regarding inquiries complaints or problems; OR a Bachelors degree AND one year of experience providing assistance to customers regarding inquiries complaints or problem; OR equivalent experience providing assistance to customers regarding inquiries complaints or problem.

• Experience and ability to independently respond to and resolve inquiries complaints and customer services issues with minimal supervision.
• Ability to efficiently use computer software to successfully perform the essential job functions of the position.
• Experience accurately entering data into a database software or web-based database applications including experience navigating updating and researching information.
• Experience working with diverse clientele including experience interacting professionally and respectfully with all customers regardless of age lifestyle preferences race ethnicity socioeconomic or educational backgrounds.
• Intermediate-level experience using MS Word and Excel.
• Typing/keyboarding at 40 or more words per minute.
• Effective oral and written communication skills to respond to customers supervisors and/or peers.
• Ability to effectively analyze research rules and policies pertinent to the registration issues and the ability to share that information to specific individuals and/ or the work group.
• Self-motivation to organize your own workload to meet deadlines.
• Ability to plan and organize assignments or tasks to create timely and accurate work products.

Official Work Station:
The Division of Consumer Services employs a hybrid work schedule with up to three days of telework. Your official workstation will be defined as the Tumwater Headquarters Office.

• Cover Letter
• Resume
• Three professional references* (provide contact name phone number email address company name and job title)