UI Benefit Specialist (BS4) Supervisor- Internal/Hybrid

Description

This position is primarily virtual with an expectation to go into an office infrequently or on an as needed basis. 

The ideal candidate in this role will be a proven leader with high level of emotional intelligence, strong interpersonal skills, and the ability to lead people through change.  They will take a coaching approach to supporting and motivating their team, understand the importance of setting expectations and being accountable, value collaboration and feedback, be a self-directed learner, and will have proven problem-solving skills.

We utilize a variety different programs in our daily work therefore comfort with technology and solid computer skills, to include utilizing web-based programs and Microsoft Office (Word and Excel) is needed.  We are looking for candidates who exemplify the agency values of access, love, belonging, equity, and stewardship, have a proven track record for providing excellent customer service (internal and external) in a contact center/claims center environment, and have a high level of experience interacting with people who are from a wide variety of backgrounds, ethnicities, and beliefs.

Are you interested in a challenge? Are you someone willing to try something new and different?  We’re looking to hire an Unemployment Benefits Specialist Supervisor to support a team of new Employment Security Benefit Technicians. You will be responsible for supervising a team of intake agents providing them with coaching and mentoring to ensure the accuracy, efficiency, fairness and accessibility of unemployment insurance benefits. You will participate in claim center leadership meetings, regularly communicating with other supervisors, lead workers, and UI Benefit Managers to provide feedback and input. 

** This opportunity is available only to current Internal Employment Security Department employees.

Duties

Directly supervise a unit of ES Benefit Specialists, ES Benefit Technicians, and 1 office assistant position with varying duties that support operational functions and timely services to all customers. This includes:

• Direct work, coach, mentor, and evaluate staff, set priorities and review work of staff. 

• Provide clear expectations, lead the unit in setting goals and objectives, track outcomes, recommend process improvements.

• Define expectations and evaluate staff performance.

• Approve leave requests and timesheets for staff, ensuring accurate timekeeping and attendance records for staff.

Manage program requirements for assigned unit to include overall customer service, quality assurance activities, and timeliness requirements. This includes: 

• Utilize all relevant data to understand individual and unit performance, overall UI system performance, identify potential improvements, and escalate potential performance risks to the Operations Leadership Team.

• Ensure performance goals are met, and unit tasks are completed in a timely and accurate manner utilizing agency policies and procedures, state laws and rules, and federal program requirements.

• Implement processes to ensure staff receive all relevant information and assimilate changes/new information into their daily work.

Address and resolve Unemployment Insurance claims and issues. This includes:

• Apply complex laws and policies, rules, regulations, and procedures applicable to the Unemployment Insurance program.

• Direct staff in resolving claimant problems by identifying the issues, determining procedural steps necessary to bring resolution, and communicating results to the client, customer, employer and/or 3rd parties.

• Acts as liaison between customers/employers and the agency.

To request a detailed position description, click here.

Qualifications

• One year of experience as a Benefits Specialist 3;

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.  

Supplemental 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 Lydia White or at 360-819-6996 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.