LCD Benefits Specialist 3 - Customer Care Team Lead

The ideal candidate will be a subject matter expert in Paid Family Medical Leave (PFML) and WA Cares programs. They will have a strong understanding of internal processes, along with the ability to articulate how and why processes are established and/or changed.

• Lead and direct the day-to-day work of assigned team of Employment Security Department (ESD) Benefit Specialists 2 and/or ESD Benefit Technicians
• Provide senior-level direct service support for Leave and Care Processes/Workflows
• Serving as a subject matter expert for Benefit Specialists and/or Benefit Technicians with advanced knowledge of adjudication and Paid Family and Medical Leave and WA Cares rules, policies, procedures, and resources
• Provide expert technical assistance to internal and external clients/customers
• Assign work to ESD Benefit Specialists and/or ESD Benefit Technicians
• Monitor queues to ensure efficient resource deployment that is responsive to inbound customer contact volumes
• Provide coaching and mentoring for assigned team of ESD Benefit Specialists and/or ESD Benefit Technicians
• Adjust workload assignments for assigned team of ESD Benefit Specialists and/or ESD Benefit Technicians to ensure timely delivery of service
• Review work of assigned team of ESD Benefit Specialists and/or ESD Benefit Technicians to ensure accuracy and conformance to laws, regulations, policies and procedures
• Monitor and maintain processes and procedures for efficient workflow and update as appropriate and in accordance with team Operations guidelines
• Ensure the work of ESD Benefit Specialists and/or ESD Benefit Technicians meet the time frames and deadlines set by program requirements
• Provide guidance to ESD Benefit Specialists and/or ESD Benefit Technicians on difficult, complex, or unusual cases
• Analyze written and oral information to guide ESD Benefit Specialists and/or ESD Benefit Technicians in eligibility determinations, collection of premiums from employers and adjudication of Paid Family and Medical Leave benefits

• Completed the in-training plan as an ES Benefit Specialist 2
• Must be able to pass Unemployment Insurance (UI) & Paid Family and Medical Leave (PFML) claim and fraud check

• LCD Benefits
• Paid Family Medical Leave (PFML)
• WA Cares programs
• Health insurance
• Retirement and Deferred Compensation
• Paid holidays
• Sick leave
• Vacation (Annual Leave)
• Bereavement Leave
• Parental Leave
• Leave Sharing
• Paid Family and Medical Leave (FMLA)

The State of Washington is committed to providing a stable work environment with equal opportunity for learning and personal growth.