Customer Service Specialist 2 - Unclaimed Property

Full Job Description

The Department of Revenue is filling a Customer Service Specialist 2 position on the Unclaimed Property team (UCP) within the Taxpayer Account Administration (TAA) division in Tumwater, WA. Make a difference, join our team!

Revenue is a dynamic learning organization where you will experience a remarkable work-life balance, with amazing leadership and talented co-workers ready and focused to achieve the agency's goals. We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, LGBTQ+, people with disabilities, and veterans. This unique culture of respect promotes a professional family of cohesive groups maximizing potential through opportunity. We offer a generous benefits package that includes defined benefit retirement plans; health, dental and vision coverage, deferred compensation plans, and as a public service employee, you may also be eligible for student loan forgiveness.

Visit these links to watch our recruitment video to find out more about our agency and see what our employees say about why Revenue is a great place to work.

Taxpayer Account Administration (TAA) is a division of Revenue that administers many programs including forest excise tax, fish tax, cigarette and other tobacco products taxes, local sales tax, tax incentives, and reseller permits. Additionally, the division is responsible for the distribution of state and local taxes, ensuring compliance with the Revised Uniform Unclaimed Property Act, and returning unclaimed property (UCP) to the rightful owners. This is an opportunity to work with supportive teams: we value the open exchange of ideas and information, work together to solve problems, and continuously seek ways to enhance usability and improve customer service. We believe the success of one is key to the success of all and strive to ensure a cooperative and supportive environment. You can expect:

• Getting work done accurately.
• Working efficiently.
• Sharing new ideas.
• Being kind.

Telework: The duty station is in Tumwater, Washington and the successful candidate will need to travel to the office a minimum of three days a week for critical job duties. Details of teleworking considerations will be addressed during the interview process.

Requirements

As a Customer Service Specialist 2 (CSS2), you will advise businesses on the proper procedures of reporting unclaimed property and assist customers with Unclaimed Property refund issues surrounding individuals, businesses, estates, trusts, and partnerships via the phone, mail and email, and in person.

You will also:

• Provide instruction to the public concerning unclaimed property laws and procedures.
• Utilize the departmental administration tools and knowledge of other state and federal regulations in support of unclaimed property customers.
• Assist in other unclaimed property functional areas including seasonal office support.
• Apply technical knowledge of legal documents to answer questions and resolve issues.

Qualifications

The required qualifications are key competencies that have been successfully demonstrated through experience or education. To join our team, you must possess the following knowledge, skills, abilities, and competencies:

Producing a high volume of work while maintaining accuracy:

• Completing a large volume of items in a short period of time with a high degree of accuracy.

Attention to Detail:

• Monitoring steps within a process for accuracy.

Following Directions and Procedures:

• Locating procedures that are available for a work function to be completed.
• Ensuring actions follow established procedures.
• Ability to analyze situations and determine an appropriate solution even when specific procedures are not established.

Written Communication:

• Efficiently compose and tailor professional correspondence to customers.
• Consistently follows standardized rules of language regarding spelling, punctuation, grammar, word usage, sentence structure, and composition.

Customer Service:

• Providing professional customer service on the phone through calling customers and returning customer inquiries.
• Explains or presents information in a clear, concise, logical manner that achieves understanding of the intended message.
• Delivering less desirable news, fielding inquiries, and de-escalating upset customers.
• Demonstrates tact and skill in dealing with others while maintaining confidentiality as appropriate.

Adaptability and Flexibility:

• Adjusting your work focus based on work inventory.
• Willing to take on project assignments as they are discovered.
• Transitions easily between tasks, responding quickly and efficiently to work requests.

Information Technology Proficiency:

• Document skills to compose messages and documents. Using bolding, white space, bullets, and other formatting to ensure the message is clear.

Decision making and applying independent judgment:

• Making independent decisions based on training received.
• Knows when to seek assistance.
• Applying judgement to determine the most accurate action when multiple potential actions could be taken

Time Management:

• Independently managing your time to ensure goals are met.

Organization:

• Keeping organized to ensure deadlines are not missed, messages are responded to, and projects are completed.

Self-Management:

• Motivating yourself to complete your goals.
• Working your entire work shift on work related items in a virtual or in person environment.
• Promotes ownership and accountability for achieving agency vision, mission goals, and performance measures.

Teamwork:

• Maintains confidentiality as appropriate. Keeps promises and commitments made to others.
• Facilitates the open exchange of ideas and information among team members.

The ability to take action to learn and grow:

• Curious about themselves and others, take responsibility for knowing their own strengths and weaknesses, and use their learning to make government programs and processes more efficient and effective to serve all in Washington.

The ability to take action to meet the needs of others:

• Flexible, adaptable, customer-service focused, and willing and able to empathetically respond to the unique needs of the people they work with and serve.

Uses an equity & inclusive approach:

Actively seeks to understand and appreciate the diverse backgrounds, perspectives, and experiences of colleagues, customers, and communities.

Encourages an inclusive culture where everyone feels valued and respected.

Uses an equity lens that applies an objective perspective to daily work by considering impacts on the people we serve, particularly marginalized groups by actively identifying and removing inequitable barriers.

Preference may be granted to applicants who possess additional experience and/or education:

• A high school diploma or equivalent and two years’ customer service experience
• An associates degree and two years of experience providing assistance to customers regarding inquiries, complaints, or problems.
• A bachelor’s degree or equivalent experience providing assistance to customers regarding inquiries, compliances, or problems.
• Experience with Washington excise tax laws and rules.

To be considered:

• Please complete your online profile in detail.
• Attach a resume detailing your work experience.
• Please attach a letter of interest, describing your specific qualifications for the position.
• Include three or more professional references with current contact information.

Note- Incomplete application or applications missing requested materials may be disqualified from the hiring process.

Throughout our selection process, we will be evaluating for knowledge, skills, abilities, behaviors, and capacity that aligns with the culture of the Department of Revenue.

To take advantage of Veteran's preference please attach your DD-214, member 4 long form, or your NGB-22. Please blackout your social security number and date of birth before attaching.


Questions?

Hello, my name is Lance and I will be assisting with this announcement. As a 20-year Department of Revenue employee, I understand the importance of finding a rewarding career with a work-life balance. At Revenue, we pride ourselves in connecting talented individuals with opportunity and would like to answer any questions you have.

Please contact any part of the Staffing team at Jobs@dor.wa.gov or give me a call (360) 704-5725.

Additional Information

This position is covered by a collective bargaining agreement between the Department of Revenue and the Washington Public Employees Association (WPEA).

Prior to a new hire, a background check including criminal record history will be conducted.

Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.The Department of Revenue is proud to be an equal opportunity employer.

We embrace diversity and offer a respectful, inclusive culture for people with disabilities, as well as members of all protected groups and statuses. We encourage you to apply.

If you need help during the application process, please call the Human Resources Office at 360-704-5731.

Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.