Professional Licensing Representative 1 - Business License Service

Full Job Description

The Department of Revenue's (DOR) Taxpayer Service Division is looking for a Professional Licensing Representative 1 in Tumwater, WA, to join the Operations unit within the Business Licensing Service (BLS) department to handle incoming and outgoing telephone calls, production work and manage the fast-paced BLS customer counter.

The Business Licensing Service (BLS) program contributes to Revenue's vision and mission by enhancing Washington’s business climate by streamlining the licensing process for new and existing businesses.

BLS is a state-wide program interacting with all licensed businesses and is the state’s one-stop licensing resource to help customers efficiently register their business with several state, county, and city partners.

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.

You will receive hands on training in the office although telework may also be available. The details will be worked out between you and your supervisor.

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

Requirements

The Professional Licensing Representative 1 supports and manages licensing activities across city and state jurisdictions.

This role involves coordinating with internal departments, external partners, and regulatory bodies to ensure that business license applications and renewals are processed efficiently, accurately, and in compliance with applicable laws and policies.

You will help customers, some from all over the world, with their business filing responsibilities by assisting them with our online filing system and educating them on Department of Revenue laws, rules, and policies.

As part of the Business Licensing Services team, this role is responsible for the accurate and efficient processing of business license applications and renewals in compliance with Washington State laws and local municipal codes.

Key duties include:

• Researching, reviewing, and processing business license applications and renewals in accordance with state and local regulations.
• Interpreting and applying licensing laws and regulations, including Washington State statutes and municipal codes, to ensure regulatory compliance.
• Managing licensing workflows on behalf of 9 state agencies, over 200 cities, and 2 counties within the Business Licensing Service (BLS) program.
• Creating and maintaining business owner records and related data within the licensing system with a high degree of accuracy.
• Processing payments related to general and complex licensing transactions, ensuring compliance with financial procedures and audit standards.
• Collaborating with partner agencies at the state, city, and county levels to resolve licensing issues and ensure accurate information is reflected across systems.
• Providing in-person support at the Tumwater office as needed to facilitate licensing operations for business owners.

Qualifications

We’re seeking a candidate with strong data entry skills, experience managing complex workflows, and the ability to apply licensing requirements across diverse business types.

Any combination of education and experience that meets the knowledge, skills, abilities and behaviors (KSAB’s) listed below. KSAs are typically acquired through, but not limited to, relevant degrees, training, coursework, and work experience related to the position.

Demonstrated proficiency using databases or enterprise systems to enter, retrieve, and verify data: Experience performing data entry, including accurately entering, updating, and verifying information in systems to process applications and maintain data integrity.

Ability to learn new technology and follow structured workflows accurately.

Proven ability to analyze information, identify discrepancies, and resolve complex issues: Experience conducting research, comparing data across systems, evaluating supporting documents, and independently determining next steps or solutions.

Demonstrated skill in investigating account histories, identifying potential fraud, and providing recommendations or resolutions.

Proven ability to provide high-quality customer service through multiple communication channels: Experience assisting customers in person, by phone, email, and/or online platforms; responding to inquiries with accuracy and professionalism; and educating customers on processes, requirements, or problem resolution. Includes the ability to navigate difficult conversations with diplomacy and empathy.

Demonstrated skill in written communication and preparing clear, accurate correspondence: Experience composing responses that explain decisions, outline required actions, or relay regulatory information. Ability to document customer interactions and maintain timely, well-organized records.

Proven collaboration and relationship-building skills: Experience working closely with internal staff, cross-functional teams, or external partners to resolve issues, share information, ensure program compliance, or coordinate service delivery.

Proven ability to perform cash handling or transaction reconciliation with accuracy: Experience accepting payments, reconciling receipts, balancing cash drawers, or performing financial transactions in compliance with policies or procedures. Demonstrated attention to detail and reliability in handling secure processes.

Demonstrated ability to organize and prioritize high-volume workloads: Experience managing multiple work items, processing large numbers of customer transactions, meeting deadlines, handling interruptions, and maintaining accuracy under time pressure.

Demonstrated resilience, professionalism, and adaptability in fast-paced or high-stress environments: Experience maintaining composure while handling upset or confused customers, or adapting to changing priorities or work conditions. Ability to exercise sound judgment and maintain service quality.

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.

Desirable qualifications may include:
An Associate's degree AND three years of experience providing assistance to customers where explaining rules, policies, and/or procedures are a regular daily function in resolving customer inquiries or complaints.

OR

A Bachelor's degree AND one year of experience providing assistance to customers where explaining rules, policies, and/or procedures are a regular daily function in resolving customer inquiries or complaints.

Equivalent experience providing assistance to the public regarding inquiries, complaints or problems concerning rules, policies and procedures can substitute year for year for the required education.

• Experience working with diverse clientele using a variety of skills to overcome the situation and achieving a positive result.
• General experience (or Knowledge) and information to assess and understand issues, evaluate options, form conclusions and make decisions. Examine data to grasp issues, draw conclusions and solve problems.
• General knowledge of lean principles.
• Professional experience in data entry with examples include performing high-volume, accurate data input into databases and spreadsheets, maintaining client records.

This position functions within a fast-paced, complex environment within which accuracy, timeliness, and communication are essential. Throughout our selection process, we will also be evaluating candidates for behavioral attributes and technical skills to succeed in this environment.

To be considered:

• Complete the online application in detail, as it will be used as your initial resume.
• Attach a cover letter explaining how you meet the qualifications listed.

Note - Incomplete applications and applications received without requested documents may be disqualified.

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

Questions?



Hello, my name is Patrick, and I will be assisting with this announcement. As a 20-year Army veteran, I understand the difficulty in finding an enjoyable career with a work-life balance. At Revenue, we pride ourselves on 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) 704-5738.

Additional Information

The Human Resources Division may use referrals from this recruitment to help fill future similar vacancies for six months.

For current Department of Revenue employees and union members of the WPEA, current promotion rules will apply if selected.

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.

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.