Lead Desk Examination Specialist (PBS4)

Full Job Description

The Washington State Department of Revenue (DOR) has an exciting opportunity that only comes along once in a great while. We are hiring a Public Benefits Specialist 4 for our Desk Examination Unit. This position's primary function is to perform a holistic review of the WFTC account, determine whether the refund amount identified is correct, underpaid or overpaid, and take any steps to rectify any differences. This includes educating and providing guidance to applicants regarding the criteria for the benefit.


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.

Please review the opportunity details below and forward this message to others you feel may be qualified.

Requirements

This position will:

• Independently conduct desk examinations of complex WFTC applications.
• Serve as lead to Desk Examination Unit staff by providing expert level support.
• Ensure applicants receive the correct WFTC benefit amount.
• Determines benefit amount and makes final decisions through supporting evidence and obtaining necessary information from applicants and/or third parties.
• Work and resolve very complex, time consuming and sensitive accounts/applications requiring in-depth reviews.
• Advise staff on desk examination procedures and processes.
• Provides direct customer service on the phone for all customers.
• Educates applicants of the program requirements, potential re-payment obligations and re-payment deadlines.
• Supports other staff that provide these functions by providing technical expertise and analysis about eligibility and customer service skills.

Qualifications

An individual applying for this position must demonstrate the following competencies:

• Ability to review applications and supporting documents to determine eligibility for the Working Families Tax Credit (WFTC). This includes understanding the eligibility requirements of the Federal Earned Income Credit.
• Ability to interpret public laws and policies and the ability to make independent decisions.
• Ability to understand and explain program requirements, application procedures, and verification needs to individuals with varying levels of experience with the program, including individuals with limited English proficiency.
• Ability to lead and mentor staff, conduct performance evaluations, and manage team dynamics.
• Ability to manage and resolve disputes professionally and tactfully.
• Capable of performing desk examinations (audits) and analysis of applicant records using critical thinking and independent judgment to determine accuracy.
• Capacity to train others on program eligibility requirements and the system used to administer the program, including creating and updating procedures.
• Skill in policy analysis and development, and experience implementing operational procedures.
• Skill in prioritizing and performing multiple tasks, handling interruptions, and returning to incomplete tasks.

Preference may be granted to those who possess:

• Four (4) years of experience reviewing benefits claims; examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims; or analyzing, verifying, and evaluating financial or tax data and information.
• One year of experience as a Public Benefits Specialist 3.
• An Associate's degree or higher.
• Experience in a benefits program.
• Excellent oral and written communication skills.
• Experience providing customer service to individuals with limited English proficiency.
• Skill in working with division management, staff, other divisions, agencies, and community partners.
• Ability to work effectively in a fast-paced office to complete multiple assignments while meeting performance standards.
• Commitment to attending and completing required training courses and continuing education to support ongoing learning and professional development.
• Interact with all DOR staff and serve the public with respect, concern, courtesy and responsiveness.
• Fluency in both English and Spanish, including the ability to handle phone calls and provide translated forms and translation services for limited English proficient clients.

How do I apply?
Complete the online application in detail and submit the following:

1. Attach a cover letter detailing your interest and experience specific to the required qualifications of this position.
2. Attach a resume that illustrates experience qualifying you for this position.
3. Include three or more professional references with current contact information.

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


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

• Comply with the FTI background check requirements, consisting of:
  • FBI National background check (fingerprints required)
  • Local law enforcement check (places where you have lived, worked, or attended school for the last 5 years)
  • Verification of your ability to work in this country
• Be willing to follow the safeguarding requirements of IRS Publication 1075 and DOR Administrative Police 6.5.1.

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

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.