LCD Benefit Technician - Dual Language Spanish: Olympia/Telework

Benefits, Questions, Description

• 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.
• Assist customers in filing Exemptions requests online by helping them understand how to navigate the online portal and provide guidance in what documentation is required and how to upload documents needed to support their request.
• 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.
• Process WA Cares fund exemptions requests. Issuing approvals and denials by reviewing the information provided and conducting fact finding with customers if/when necessary.

• Communicate effectively by speaking, reading, and writing in Spanish
• Two years of experience providing customer service
• An associate’s degree in social science, business administration, public administration or a related field

• Medical, dental, and basic life insurance
• Paid Family and Medical Leave
• Paid Sick Leave
• Vacation (Annual Leave)
• Sick Leave
• Holidays
• Retirement and Deferred Compensation
• Social Security
• Public Service Loan Forgiveness
• Dependent care assistance
• Other insurance coverage

Our agency's mission and values drive every decision that we make, determine how we interact with others, and are at the core of who we are.