ES BENEFITS TECHNICIAN/Telework

Full Job Description

We are hiring for multiple positions, we encourage those who fluently read, write, and speak in other language(s) in addition to English to apply.

The ideal candidate for the ES Benefits Technician role is someone who is deeply committed to equitable access and public service.

They bring a strong sense of purpose to supporting Washington’s workers and understand the importance of delivering accurate, timely, and compassionate Unemployment Insurance (UI) services.

They will thrive in a fast-paced environment where every action – whether by phone, email, chat, or other channels – has the potential to make a meaningful difference in someone’s economic stability.

This candidate excels at navigating complex information and resolving issues with professionalism and care.

They are skilled at interviewing, analyzing wage and eligibility data, identifying discrepancies, and processing a wide range of claim types, including those requiring specialized knowledge.

Their communication style is clear, patient, and adaptable, allowing them to explain requirements, rights, and processes to claimants, employers, and third-party partners with confidence.

They demonstrate sound judgment, follow federal and state regulations with precision, and know when to escalate issues to ensure accuracy and fairness.

Beyond customer-facing work, the ideal candidate is equally strong in behind-the-scenes claim processing.

They are comfortable managing multiple work queues, handling specialty intake tasks, processing applications, responding to web notices, and maintaining accurate claimant records.

They approach each task with a balance of efficiency and attention to detail, ensuring that every action supports the integrity of the UI program.

Above all, they embody empathy, accountability, and a commitment to helping every claimant—regardless of language, background, or circumstance—access the benefits and support they need.

These are full-time permanent positions that are primarily telework but may need to go into the office for occasional meetings or events.

NOTE: These positions are located within the Claims Center Enterprise and will be connected to Lacey or Spokane.

Requirements

You will assist claimants with the process of applying for Unemployment Insurance benefits including helping them understand how to navigate eServices and providing guidance regarding what information is required to file a claim and receive benefits. You'll apply complex laws and policies, rules, regulations, and procedures applicable to the unemployment insurance program. Implementing solutions and/or escalating unresolved problems and communicating results to the customer and/or employer.

Here’s what you can look forward to doing, including but not limited to the following:

• Resolve complex problems by clarifying issues, researching, and exploring answers and alternative solutions.

• Assist claimants with filing all types of claims.

• Assist employers navigate the eService’s and provide guidance related to how the unemployment insurance program works.

• Interview, review documents and process financial information to determine initial eligibility and monetary determinations.

• Obtain and analyze necessary data such as wage information.

• Detect discrepancies and clarify data through telephonic and electronic inquiries, correspondence, and interviews.

• Conduct telephone interviews, review and obtain work history and verify earnings and hours in order for you to process timely unemployment insurance claims.

• Answer questions from claimants regarding procedures, laws, and policies with respect to unemployment insurance.

• Handle complaint calls from claimants and, if necessary, escalate to appropriate level.

• Ensure that limited English proficient clients receive properly translated forms and translation services from interpreters.

• Ensure claimants needing special assistance in accessing Unemployment Insurance benefits are appropriately accommodated.

To request a full job description, click here

Qualifications

Qualifying candidates will meet one of the following criteria options:

Option 1:

Two (2) years of experience providing customer service such as assistance to clients and/or customers regarding inquiries, concerns or problems.

Option 2:

Two (2) years of a combination of education and relevant experience.

Option 3:

An Associate’s degree.

The required experience includes:

Required equity competencies:

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 Cover Letter and Resume 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 and may not be considered.

Additional Information

Why work with us?
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 Cheyenne Pernites or the Talent Acquisition Team, or Washington Relay Service 711. 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.

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