Please Note: This recruitment is open to ESD employees only and is anticipated to last up to 6 months. This posting has been re-opened. If you have already applied, you do not need to re-apply. Thanks!
Here at the Employment Security Department (ESD), we believe in the Power to Help when people need it most. We provide economic security to the people of Washington every day and in every corner of the state. We help people find jobs, bridge gaps in employment and soon we'll be providing paid family and medical leave.
Our Unemployment Insurance (UI) Customer Support division provides timely and accurate unemployment benefits, information and referrals to appropriate resources. As an Intake Lead (UIS5), you will perform as a Lead within our team of Unemployment Specialists. And, as a coach, trainer and mentor, you understand how important it is to be equally committed to the satisfaction of both your customers and your team members. By providing this type of support, you will ensure the accuracy, efficiency, fairness and accessibility of Unemployment Insurance Benefits for our customers.
If this sounds like the right opportunity for you, we invite you to apply and join our team in making a difference in our communities! Duties
In this role, you will provide staff with expertise and assistance with complex UI claims issues. You will also assist supervisors in leading unit teams and providing training on new and existing policies and procedures.
Some of what you'll enjoy doing:
Working in close cooperation with the supervisors to assist with training, orienting, directing, and coordinating the work of Unemployment Specialists.
Coaching and mentoring Intake Team staff of varying abilities regarding law / policy and procedures for the resolution of complex issues.
Identifying training needs; assisting in the development of in-house training including training materials, and filling in for training staff as required.
Investigating and following-up on customer calls and complaints. De-escalating difficult situations as needed.
Applying and interpreting complex laws and policies, rules, regulations, and procedures applicable to the unemployment insurance program.
Reviewing non-monetary decisions to advise claimants and determine if action needs to be taken.
Interviewing claimants, employers and third parties to obtain facts related to complex UI eligibility issues and producing determinations for monetary decisions.
Working with supervisors to plan strategies and implement new approaches to workloads; creating higher efficiencies and effectiveness.
Maintaining a good understanding of law and policy as well as changes in UIRM/UIPM and imaging workflow processes.
Please attach a resume and letter of interest to your on-line application (through the Add Attachment(s) field).
This recruitment may be used to establish a qualified pool of UIS5 candidates for agency-wide vacancies in the next six months.
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 having technical difficulties creating, accessing or completing your application, please contact email@example.com or (360) 664-1960 or toll free (877) 664-1960.
Applicants who meet the minimum qualifications and wish to claim Veteran's Preference must attach a copy of their DD214 or other verification of military service. Please black out any personally identifiable data such as social security numbers.
Thank you for your service!
ESD's employee engagement survey scores improved by 8 percent in 2017. Our agency is devoted to ongoing improvement and continues to develop strategies and programs to enhance the employee experience. We are working to create a modern workplace designed to meet the needs of a changing workforce. We have wellness programs, telework policies and flexible schedules. We're working to update our facilities all over the state to enhance both the client and employee experience.
Opportunity for All
The Washington Employment Security Department is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation and gender identity diversity. Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.
Please contact Ashley Harris at 360-902-9427 if you have any questions regarding this posting. You can also email us at HRRecruiting@esd.wa.gov or Washington Relay Service 711 if you are a person with a disability needing assistance in the application process, if you need this job announcement in an alternate format, or with general questions about this opportunity.
State Of Washington