Professional Licensing Representative (PLR2)

고용형태: Full Time - Permanent

시애틀KR 직업 분석

전문 라이선스 담당자(PLR2)

Key Skills and Qualifications

Technical Skills

Proficiency in DOL software

Experience with multiple databases

Ability to access and update records within several software programs

Familiarity with data requests and workload reports related to licensing

Soft Skills

Excellent customer service skills

Strong communication and interpersonal skills

Ability to work in a fast-paced environment

Comfortable with direct communication with customers

Encouragement and consistency in driving positive outcomes

Qualifications

Three (3) years of experience providing professional customer service

Two (2) years supervising staff, providing guidance and coaching

One (1) year of professional phone etiquette experience

Bachelor's degree or equivalent experience

Physical Requirements

No specific physical requirements mentioned in the job description.

Sample Interview Questions and Answers

Question 1: How would you approach resolving a complex licensing issue for an applicant who has not met the required qualifications?

When approaching a complex licensing issue, I would first take the time to thoroughly review the application and relevant laws, rules, and policies. This ensures that I have a clear understanding of the requirements and can provide accurate guidance to the applicant. Next, I would engage with the applicant to clarify any questions or concerns they may have, ensuring that we are on the same page. Using my knowledge and experience, I would then provide a detailed explanation of the issues at hand and propose potential solutions. I would also offer alternatives and recommendations for improvement, if applicable. Throughout this process, I prioritize clear communication, empathy, and respect for the applicant's time and needs. My goal is to provide exceptional customer service while ensuring that the applicant meets the necessary qualifications for licensure.

Question 2: How do you ensure that you are providing accurate information to customers about licensing laws, rules, and policies?

To ensure accuracy when providing information to customers, I rely on a combination of sources. First, I consult our state's official documentation, such as statutes and regulations, for the most up-to-date information. If applicable, I also review relevant case law and precedents. In addition, I engage with colleagues and subject matter experts to confirm my understanding and ensure that I'm providing the most accurate guidance possible. Finally, I verify any critical or sensitive information through multiple channels before sharing it with customers. This multi-step approach helps me build trust and confidence in our services, while also ensuring that customers receive reliable advice about licensing requirements.

Question 3: Describe your process for managing and resolving system-related issues using the SQR (Service Request) process.

When encountering a system-related issue, I follow our established Service Request process. First, I document the problem in detail, including any relevant details or screenshots, if applicable. Next, I use our DOL software to create a service request ticket and assign it to the appropriate team for tracking and resolution. Throughout this process, I communicate regularly with the impacted parties to keep them informed of the status and timeline for resolving the issue. If necessary, I collaborate with other teams or stakeholders to gather additional information or provide context for the issue at hand. Finally, once the issue is resolved, I ensure that any necessary updates are made to our documentation, training materials, or relevant processes to prevent similar issues in the future.

원본 채용 공고

Description

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We are dedicated to growing a culture of belonging through our values:

Respect | Trust | Diversity | Equity | Inclusion

At the Department of Licensing (DOL), we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers and help build trust in our government.

Our Licensing and Customer Support Services (LCSS) Unit in our Business and Professions Division (BPD) is currently recruiting for a Professional Licensing Representative to support licensing activities.

As one of the most visible state agencies and the second-largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and provide equitable and meaningful access to our services for every resident.

If you are ready to assist the team in helping Washington residents turn their business dreams into reality by guiding customers through license profession laws, rules, and agency policies, please read on!

Duties

As a Professional Licensing Representative, you will support licensing activities for multiple professional licensing programs, including but not limited to Collection Agencies, Real Estate and Appraisers, and Transportation Services. Being comfortable in a fast-paced and ever-changing work setting that requires you to support the team and have direct communication with concerned customers is key to your success. You will assist the leadership, your team, the complaint intake team, regulatory and compliance unit, and peers in making determinations on licensure by providing a wide range of customer support. Being able to identify, track, report, and test solutions to licensing system issues is a daily requirement as well. Given our large collection of programs, your ability to adapt to changes, create a cohesive environment, and drive positive outcomes through encouragement and consistency will be important for this role.

Some of what you will do:

Provide direction and guidance on complex licensing issues to licensing staff, applicants, and regulatory boards.
Use knowledge and understanding of laws, rules, and policies to compile in-depth information for reporting.
Collect training feedback and report training deficiencies to the training development team.
Actively participate in calls, call shadowing, call metrics review, and escalated calls to identify improvements and provide constructive feedback to staff.
Manage SQR process for system related issues, using applications and DOL software to document, report, track, and test fixes.
Research and support public disclosure requests, data requests, and workload reports related to licensing.

Qualifications

What you will bring to the role:

Three (3) years of experience providing professional customer service explaining rules, policies, or procedures regularly.
Experience must include the following:
- Two (2) years supervising staff, providing guidance and coaching.
- One (1) year of professional phone etiquette experience in answering a multi-line system, taking messages, transferring calls, and assisting others over the phone.
- One (1) year communicating effectively verbally and in writing, including templates, to a diverse clientele while respecting and maintaining confidentiality.
- Accessing, updating, and maintaining multiple databases.
- Creating and updating records within several software programs.

Experience can be gained concurrently.

What may help set you apart:

Experience in the following:
- Leading teams and/or staff.
- Developing specific relevant measures and using them to improve performance, motivate staff, and influence decision makers.
- Assisting in developing personal training plans that instruct, coach, and identify training needs.
- Interpreting laws, rules, and regulations.
- Reviewing documents for completion and accuracy to make licensing decisions.
The ability to identify, investigate, and resolve customer technical issues using an organization’s computer software or systems.
Bachelor's or Associate degree.

Additional Requirements of Employment

This position requires you to train in-office full-time at our Olympia, WA location initially and then work in-office multiple times a month for your role.
Prior to a new hire, a pre-employment 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.

DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take steps to assure that people with disabilities are provided reasonable accommodations.

For information about available accommodations, the interview process, or the position contact Kyle Odell.

Supplemental Information

Join us as we transform how government delivers services! Together, we can build a legacy of commitment to diversity, equity, and inclusion that will benefit generations to come. Be part of this vital mission and make a real impact in your community.

How to Apply:

Select the apply button at the top of this job announcement.

Incomplete applications may disqualify you from eligibility for the position. You must ensure all application areas, including supplemental questions, are completed in full.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.

We value diverse perspectives and life experiences.
We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, people of all ages, and veterans. We value the unique traits and attributes that each employee brings to the job. Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington.

Veteran/Military Spouse Preference Notice
To take advantage of veteran/military spouse preference, please notify the Talent Acquisition Team.

The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, sex (including gender identity), marital status, sexual orientation, race, religion, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability.

Persons requiring accommodation in the application process, during the recruitment process, or who need this job announcement in an alternative format, may contact the Human Resources Office at 360-902-4000 or may email HRRecruit@dol.wa.gov. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.

The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.

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