ES Benefit Specialist 3: Insurance Services Lead / Virtual (Internal Only)

Full Job Description

Please Note: This position is open to internal Employment Security Department employees only.

The ideal candidate will be a subject matter expert in the Paid Family Medical Leave (PFML) program.

They will have a strong understanding of internal processes, along with the ability to articulate how and why processes are established and/or changed.

They will have a strong willingness to learn, be self-motivated, pay close attention to details, and excel in building and maintaining strong relationships.

They will be adept at coaching and supporting a diverse staff through good communication and change management.

This position has an anticipated start date of 3/16/2026

The Insurance Services Division delivers vital benefits that help Washington workers and employers maintain stability during life’s most challenging moments.

As a Lead Employment Security Benefit Specialist, you will support the Customer Care Team by guiding a group of ES Benefit Specialist 2s and/or ES Benefit Technicians who process claims and provide high-quality customer service.

You will ensure staff have the tools, knowledge, and support needed to meet program standards and deliver accurate, timely service.

Requirements

In this role, you will lead day-to-day operations for an assigned team, providing coaching, mentoring, and technical expertise.

You will review work for accuracy, ensure compliance with laws and policies, and help staff navigate complex or unusual cases.

You will also perform senior-level casework, serve as a subject matter expert for Paid Family & Medical Leave and WA Cares, and support continuous improvement across processes and workflows.

Your work directly contributes to the division’s mission of delivering accessible, reliable benefits to Washington workers and employers.

Some of what you will do:

• Lead and direct daily work for ES Benefit Specialists and/or ES Benefit Technicians, including assigning and adjusting workloads, monitoring queues, and ensuring timely, accurate service delivery.
• Provide coaching, mentoring, and performance support; review staff work for accuracy and compliance with laws, regulations, policies, and procedures; and update workflow processes as needed.
• Guide staff through difficult, complex, or unusual cases and analyze information to support eligibility determinations, premium collection, and benefit adjudication.
• Serve as a subject matter expert during Customer Care Academy training and respond to inquiries from claimants, employers, and internal partners, offering policy and procedure clarification.
• Provide senior-level technical expertise on Paid Family & Medical Leave and WA Cares, including complex case review, complaint resolution, and recommendations for process improvements.
• Deliver expert technical assistance to internal and external customers and ensure individuals needing special assistance receive appropriate support.
• Perform ES Benefit Specialist 2/Technician duties, including fact-finding, reviewing documentation, adjudicating PFML claims, verifying eligibility, processing case actions, determining benefit amounts, and identifying overpayments or underpayments.
• Communicate with claimants, employers, healthcare providers, and partner programs to gather information, explain program requirements, and support applications, reporting, and premium payments.
• Participate in trainings, unit meetings, all-staff meetings, and public outreach events such as webinars and informational sessions.

Qualifications

• Six (6) years of equivalent education/experience.

• One (1) year as an ES Benefit Specialist 2.

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

• Associate’s Degree in health or social science, public administration or a related field AND
• Four (4) years of the required experience below.

• Bachelor’s Degree in a health or social science, public administration or a related field AND
• Two (2) years of the required experience below.

• Master’s Degree in a health or social science, public administration or a related field AND
• One (1) year of the required experience below.

AND A minimum of 12 semesters or 18 quarter hours of college-level accounting

Note: Only accounting courses transferable to a Washington State degree granting institution will be acceptable as equivalent college-level accounting.

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:

Special Requirements/Conditions of Employment:

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 Resume and Cover Letter 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.

Additional Information

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. We value Access, Love, Belonging, Equity, and Stewardship.

We understand that a work environment that respects your work/life balance is key; that's 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, 360-742-8208 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.