Leave and Care: (ES Benefit Specialist 3) OCDL - Internal Only

Leave and Care: (ES Benefit Specialist 3) OCDL - Internal Only

Salary

$61,332.00 - $82,440.00 Annually

Location

Thurston County - Olympia, WA

Job Type

Agency Internal - Permanent

Job Number

2026-05321

Department

Employment Security Department

Division

Leave and Care Division

Opening Date

08/14/2026

Closing Date

8/21/2026 11:59 PM Pacific

• Description
• Benefits
• Questions

Description

The Employment Security Department (ESD) is seeking a skilled, customer-focused problem solver to serve as a Customer Support Lead within the Insurance Services Division. The ability to communicate in Spanish is required for this role.

The ideal candidate is a calm, confident communicator-someone who excels at de-escalating challenging situations, analyzing complex issues, and guiding both customers and staff toward clear, timely resolutions. You are patient, empathetic, and highly detail-oriented. You thrive in fast-paced environments, navigate regulations with ease, and bring strong judgment to emotionally charged or complicated cases. You build trust quickly, collaborate effectively across teams, and maintain professionalism even under pressure.

Note: This opportunity is only available to current employees of the Washington Employment Security Department

Duties

The Customer Support Lead supports the Leave and Care Operations team by resolving escalated and complex Paid Family and Medical Leave customer issues. This role serves as the first point of contact for escalations from Benefit Specialists and Benefit Technicians, manages constituent complaints, and acts as the primary liaison to the Office of the Ombudsman. The position ensures customers receive accurate information, timely assistance, and high-quality service while supporting staff through coaching, guidance, and technical expertise.

In this role, you will respond to escalated calls, emails, and cases; conduct in-depth case reviews; and determine appropriate actions to resolve complex or sensitive customer concerns. You will manage CITS complaints, coordinate with the Ombudsman's office, and communicate resolutions to customers and internal stakeholders. You will also support Specialists by providing coaching, mentoring, and backup coverage, and you will report trends, root causes, and recommendations to leadership. Your work strengthens customer trust, improves service delivery, and helps ensure equitable access to Paid Family and Medical Leave benefits.

Some of what you will do:

• Respond to escalated customer calls and emails, identify issues, research solutions, and resolve complex concerns.

• Conduct advanced case reviews, including benefit claims, weekly claims, voluntary plan cases, and guide Specialists in resolving complicated issues.

• Review and resolve emotionally charged or complex customer issues, determine and implement appropriate actions.

• Manage CITS complaints, investigate issues, and communicate resolutions to customers and stakeholders.

• Serve as the primary contact for the Office of the Ombudsman, investigate and resolve escalated inquiries.

• Provide coaching, mentoring, and support to Specialists handling difficult customer interactions.

• Report trends, root causes, and case outcomes to Operations Management and recommend improvements.

• Communicate resolutions clearly and professionally to customers, Specialists, Leads, and Supervisors.

• Perform backup duties for Specialist 2s and Specialist 3s, including training and workflow support.

To request a full job description, click here

Qualifications

Required Qualifications:

Option 1: Six (6) years of equivalent education/experience

Option 2: One (1) year as an ES Benefits Specialist 2.

Option 3: One (1) year of experience equivalent to the ES Benefits Specialist 2 with another state that administers insurance benefits programs.

Option 4: Associate's Degree in a health or social science, public administration or a related field and Four (4) years of the required experience below.

Option 5: Bachelor's Degree in a health or social science, public administration or a related field and Two (2) year of the required experience below.

Option 6: Master's Degree in a health or social science, public administration or a related field and One (1) year of the required experience below.

Required equity competencies:

• The ability to take action to learn and grow.

• The ability to take action to meet the needs of others.

The required experience includes:

• Regulatory Knowledge & Communication Skills: Proficiency in explaining complex regulations clearly.

• Analytical & Investigative Skills: Expertise in analyzing claim documentation for accuracy.

• Technical Assistance Expertise: Ability to address complex issues effectively.

• Subject Matter Expertise: Proficiency in navigating intricate claim matters.

• Advisory & Strategic Planning Skills: Ability to recommend procedural improvements.

• Problem-Solving & Resolution Skills: Proficiency in addressing and resolving stakeholder concerns.

• Adaptability & Multitasking Skills: Flexibility to manage varied responsibilities.

Preferred/Desired Qualifications:

• Degree in business administration, accounting, public administration, law, or related field.

• AND equivalent experience

Education to Experience Equivalences:

Associate Degree = 2 years | Bachelors Degree = 4 years | Masters Degree or Higher = 5 years

Special Requirements/Conditions of Employment:

• Must be able to pass Unemployment Insurance (UI) & Paid Family and Medical Leave (PFML) claim and fraud check.

Please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy.

Additionally, we ask that you not include photographs or external links within your documents. Any documents uploaded through this platform will be securely transmitted electronically to support application review.

Please submit your Cover Letter* and Resume with your Online Application through the "Add Attachments" field. A resume will not substitute for the "work experience" section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.

Supplemental Information

Why work with us?

Our agencys mission and values drive every decision that we make, determine how we interact with others and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; thats why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.

Opportunity for All

We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.

If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Katie Swanson or the Talent Acquisition Team, or Washington Relay Service 711 prior to the recruitment closing. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.

This Organization Participates in E-Verify

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. Thats why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation

State Employees are members of the Washington Public Employees Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave

Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave

Leave Sharing

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

01

Have you attached your cover letter and resume to your application? Please ensure both documents are included as they are crucial for the evaluation process.

• Yes
• No

02

Are you a current or former Washington State government employee?

• Yes
• No

03

If you selected "yes" to the question above, please indicate which state agency. If this does not apply, type N/A.

04

This position is Occasional Dual Language (OCDL), requiring the incumbent to be able to occasionally read and communicate effectively in person, via telephone and in writing in Spanish. Do you meet this requirement?

• Yes
• No

05

Please describe your knowledge of and/or experience working with the Paid Family Medical Leave (PFML) and WA Cares programs. If you do not have this type of experience, type N/A

06

Regulatory Knowledge & Communication Skills: Proficiency in explaining complex regulations clearly. In one or two sentences, describe how your work experience demonstrates this competency. If you do not have this type of experience, please type N/A.

07

Analytical & Investigative Skills: Expertise in analyzing claim documentation for accuracy. In one or two sentences, describe how your work experience demonstrates this competency. If you do not have this type of experience, please type N/A.

08

Technical Assistance Expertise: Ability to address complex issues effectively. In one or two sentences, describe how your work experience demonstrates this competency. If you do not have this type of experience, please type N/A.

09

Subject Matter Expertise: Proficiency in navigating intricate claim matters. In one or two sentences, describe how your work experience demonstrates this competency. If you do not have this type of experience, please type N/A.

10

Advisory & Strategic Planning Skills: Ability to recommend procedural improvements. In one or two sentences, describe how your work experience demonstrates this competency. If you do not have this type of experience, please type N/A.

11

Problem-Solving & Resolution Skills: Proficiency in addressing and resolving stakeholder concerns. In one or two sentences, describe how your work experience demonstrates this competency. If you do not have this type of experience, please type N/A.

12

Adaptability & Multitasking Skills: Flexibility to manage varied responsibilities. In one or two sentences, describe how your work experience demonstrates this competency. If you do not have this type of experience, please type N/A.

13

ESD How did you hear about this job opportunity?

• WWW.Careers.Wa.Gov
• WorkSource Center or Website (WorkSourceWA.com)
• Washington State Employee Referral
• ESD Employee Referral
• Employment Security Departments job web page: WWW.Esd.Wa.Gov
• Monster
• College/university career fair or website
• LinkedIn
• Facebook
• VERG
• Craigslist
• CareerBuilder
• Diversity Jobs
• Handshake
• Other

Required Question

Employer State of Washington

Address View Job Posting for Agency Information

View Job Posting for Location, Washington, 98504

Website http://www.careers.wa.gov