Strategic Response Specialist: (ESBS3)-Internal Only/Hybrid

Full Job Description

This position is open to Internal ESD Employees only.

This position will be eligible for telework full-time but may have to come into the office infrequently due to business needs.

The ideal candidate for the ES Benefits Specialist 3 – Strategic Response Specialist role is a resourceful problem-solver who thrives in a fast-paced environment where accuracy, judgment, and professionalism are essential.

They bring deep experience supporting employers with complex program requirements and are skilled at translating laws, regulations, and policies into clear, actionable guidance.

With a strong customer-service mindset, they excel at helping employers, elective coverage customers, and employer agents to understand their rights and responsibilities within Leave and Care programs, even when situations are nuanced or highly technical.

This individual is adept at managing escalated issues, including reporting discrepancies, payment challenges, and account-access concerns.

They are comfortable conducting detailed research, evaluating employer compliance, and navigating sensitive or potentially fraudulent situations in partnership with internal teams.

Their ability to analyze data, identify root causes, and implement effective solutions allows them to resolve issues that frontline staff cannot, while maintaining a calm, confident presence during difficult conversations.

Beyond day-to-day casework, the ideal candidate is a collaborative contributor who supports the strategic development of the Employer Services Unit.

They enjoy working across teams to refine operational procedures, strengthen education and enforcement efforts, and assist in shaping rules and regulations that improve program integrity.

They bring curiosity, initiative, and a commitment to continuous improvement—qualities that help the Strategic Response Team adapt to evolving program needs and deliver exceptional service to Washington employers.

Requirements

Provide advanced customer service support for employers. This includes:

• Provide employers, elective coverage customers and third-party representative with technical assistance in understanding their rights and responsibilities under Leave and Care programs

• Resolve complex problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems and communicating results to the customer

Contact employers to resolve reporting and payment issues. Tasks include:

Special Projects as Assigned. This includes:

Qualifications

Required equity competencies:

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 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.

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 Caleb Baldwin or at 253-306-2999 or the Talent Acquisition Team, prior to the position 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.

This recruitment may be used to fill additional agency-wide positions in accordance with Article 4 of the WFSE Collective Bargaining Agreement.