Public Benefits Specialist 3 - Tax Credit Administration Unit

• Provide direct customer service on the phone and/or in person for all customers.  
• Determine eligibility for WFTC by processing applications, verifying supporting evidence, and obtaining necessary information from applicants and/or third parties.   
• Make final eligibility decisions based on the information obtained.  
• Process applications received over the counter, online applications, and applications received by mail.
• Identifies applications that might be inaccurate and need validation through a desk examination.

The required qualifications are key competencies that have been successfully demonstrated through experience or education. 

To join our team, you must possess the following knowledge, skills, abilities, and competencies:

Continuous Learning & Adaptability

Demonstrated ability to engage in continuous learning and adapt to changing policies, processes, and workload needs within a dynamic work environment, gained through progressive experience participating in training, incorporating feedback, and applying self-awareness of strengths and areas for growth to improve program effectiveness.

Eligibility Determination & Analytical Review

Demonstrated ability to review, analyze, and verify applications, documents, and financial or tax-related information to determine eligibility for public benefits programs, acquired through experience applying laws, rules, and policies to make independent decisions in a regulatory or program-specific setting. 

Policy Interpretation & Application

Progressive experience interpreting, applying, and explaining laws, rules, policies, and procedures—such as those governing WFTC or equivalent eligibility programs—gained through work involving case processing, compliance review, or other program administration activities. 

Customer Service & Client Support

Demonstrated ability to provide empathetic, accurate, and responsive customer service to individuals from diverse backgrounds, including those with limited English proficiency, by clearly and respectfully explaining complex program requirements, processes, and decisions, obtained through experience supporting clients or customers in environments requiring adaptability and strong customer service orientation. 

Collaboration & Professional Interaction

Proven ability to work collaboratively with coworkers, supervisors, management, community partners, and the public to achieve unit goals and exchange information, gained through experience contributing to team operations while maintaining professionalism and tact in all interactions.  

Critical Thinking & Independent Judgment

Proven ability to use critical thinking and independent judgment to identify inconsistencies, conduct desk examinations, research background information, and analyze applicant histories to ensure accuracy and compliance with program rules, acquired through work requiring analytical review and problem-solving.  

Time Management & Workload Prioritization

Demonstrated ability to manage a high-volume workload by prioritizing tasks, meeting deadlines, and effectively reprioritizing work as priorities change. 

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.

Preference may be given to candidates who possess:

• 9 months as Public Benefits Specialist 2
• Ability to interpret public laws and policies and the ability to make independent decisions.
• Ability to communicate effectively with customers and coworkers through available communication methods.
• Experience in customer service, including interacting with individuals with limited English proficiency.
• Ability to work effectively in a fast-paced office to complete multiple assignments while meeting performance standards.

A bachelor’s degree in social services, business administration, or a related field AND one year of experience examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims, or a job providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial or tax data and information,

OR

An associate’s degree AND three years of experience examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims, or a job providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial or tax data and information,

Equivalent education/experience: Experience examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims, or a job providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial data and information, will substitute year for year, for education experience.

• Complete the online application in detail. 
• Attach a current resume.
• Attach a letter of interest explaining your interest in the position and how you meet the qualifications listed.
• Include three or more professional references with current contact information.

Salary : $4,517 - $6,075