[Hiring] ES Benefits Specialist 2 @State of Washington

Role Description

The Employment Security Department (ESD) has ten (10) openings for customer-focused, detail-oriented professionals to serve as an ES Benefits Specialist 2 in-training on our Paid Leave Customer Care Team. This position is eligible for full-time telework within Washington State, though the successful candidates may occasionally be asked to travel to their assigned duty station within Washington State. The anticipated start date for this position is February 16, 2027.

The ideal candidates are patient, empathetic, and solution driven. They communicate clearly, navigate complex rules with confidence, and thrive in a fast-paced environment where accuracy and service matter. They need the ability to build trust with customers, collaborate effectively with teammates, and approach each interaction with professionalism and respect. The ideal candidates are committed to equity, able to manage high-volume workloads, and skilled at translating technical requirements into clear, helpful guidance.

Duties

• Adjudicate Paid Family Medical Leave benefit claims, review documentation for eligibility, and guide customers through program requirements.
• Respond to a high volume of inquiries from claimants, employers, healthcare providers, and representatives—providing clear explanations, resolving issues, and escalating concerns when appropriate.
• Ensure compliance with RCW, WAC, and agency policies while delivering exceptional service to diverse customers, including those with limited English proficiency.
• Process and adjudicate routine and complex Paid Family Medical Leave claims in accordance with RCW, WAC, and agency policies.
• Provide high-quality customer service through phone, email, and secure messaging, managing large volumes of inbound and outbound communication.
• Identify customer needs, research issues, and deliver accurate, timely solutions.
• Review wage information, identity verification materials, and medical certifications to determine benefit eligibility.
• Conduct fact-finding and request additional documentation when needed to make legally sound determinations.
• Ensure customers with limited English proficiency receive translated correspondence and due process through certified interpreters.
• Resolve monetary and non-monetary redeterminations and process weekly claims, including corrections or adjustments.
• Report potential underpayments, overpayments, and suspected fraud in accordance with compliance requirements.
• Respond to inquiries from claimants, employers, healthcare providers, and other stakeholders regarding program requirements and case-specific issues.

** These positions are hired as ESBS1 in-training, advancing to the ESBS2 job class after successful completion of the in-training plan, which includes on-the-job and classroom training.**

Qualifications

• Option 1: Four (4) years of equivalent experience as noted below.
• Option 2: One (1) year as an ES Benefits Technician, AND three (3) years of additional relevant experience.
• Option 3: One (1) year of experience equivalent to the ES Benefits Technician with another state that administers insurance benefits programs, AND three (3) years of additional relevant experience.
• Option 4: Associate’s Degree in a health or social science, public administration or a related field, AND two (2) years of the required experience below.
• Option 5: Bachelor’s Degree in a health or social science, public administration or a related field.

• Required equity competencies:
• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.
• Required experience includes:
• Claims Processing and Adjudication: Skill in processing and adjudicating claims.
• Documentation and Verification: Ability to document and verify benefit requests.
• Fact-Finding and Advising: Ability to gather facts and advise on rights and responsibilities.
• Legal Compliance and Decision Making: Ability to make decisions based on laws and policies.
• Program Knowledge and Communication: Ability to explain program requirements and services.
• Problem Resolution and Communication: Skill in resolving issues and communicating outcomes.
• Adaptability, Versatility and Task Management: Ability to perform various tasks as needed including those of lower-level positions.

Requirements

• Benefit Specialist 1 In-Training: $50,412 - $67,704 Annually during training.
• Benefit Specialist 2: $55,596 - $74,748 Annually.
• Must be able to pass an Unemployment Insurance (UI) and Paid Family Medical Leave (PFML) claim and fraud check.

Benefits

• Flexible work schedules and teleworking opportunities.

Company Description

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.

• Opportunity for All: We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity.
• The Employment Security Department is an equal opportunity employer/program.
• Auxiliary aids and services are available upon request to individuals with disabilities.