Lead Desk Examination Specialist (PBS4)

No detailed description available.

• Independently conduct desk examinations of complex WFTC applications
• Serve as lead to Desk Examination Unit staff by providing expert level support
• Ensure applicants receive the correct WFTC benefit amount
• Determine benefit amount and makes final decisions through supporting evidence and obtaining necessary information from applicants and/or third parties
• Work and resolve very complex, time-consuming and sensitive accounts/applications requiring in-depth reviews
• Advise staff on desk examination procedures and processes
• Provides direct customer service on the phone for all customers
• Educates applicants of the program requirements, potential re-payment obligations and re-payment deadlines
• Supports other staff that provide these functions by providing technical expertise and analysis about eligibility and customer service skills

• Ability to review applications and supporting documents to determine eligibility for the Working Families Tax Credit (WFTC)
• Ability to interpret public laws and policies and the ability to make independent decisions
• Ability to understand and explain program requirements, application procedures, and verification needs to individuals with varying levels of experience with the program, including individuals 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
• Capable of performing desk examinations (audits) and analysis of applicant records using critical thinking and independent judgment to determine accuracy
• Capacity to train others on program eligibility requirements and the system used to administer the program, including creating and updating procedures
• 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

• Defined benefit retirement plans
• Health, dental and vision coverage
• Deferred compensation plans
• Student loan forgiveness

The Washington State Department of Revenue (DOR) has an exciting opportunity that only comes along once in a great while. We are hiring a Public Benefits Specialist 4 for our Desk Examination Unit.