About the Department
We are hiring for multiple positions, we encourage those who fluently read, write, and speak in other language(s) in addition to English to apply.
The ideal candidate for the ES Benefits Specialist 1 role is someone who is deeply committed to equitable access and public service. They bring a strong sense of purpose to supporting Washington’s workers and understand the importance of delivering accurate, timely, and compassionate Unemployment Insurance (UI) services.
They thrive in a fast-paced environment where every interaction—whether by phone, email, chat, or other channels—has the potential to make a meaningful difference in someone’s economic stability.
These candidates excel at navigating complex information and resolving issues with professionalism and care. They are skilled at interviewing, analyzing wage and eligibility data, identifying discrepancies, and processing a wide range of claim types, including those requiring specialized knowledge. Their communication style is clear, patient, and adaptable, allowing them to explain requirements, rights, and processes to claimants, employers, and third-party partners with confidence. They demonstrate sound judgment, follow federal and state regulations with precision, and know when to escalate issues to ensure accuracy and fairness.
Beyond customer-facing work, the ideal candidats are equally strong in behind-the-scenes claim processing. They are comfortable managing multiple work queues, handling specialty intake tasks, processing applications, responding to web notices, and maintaining accurate claimant records. They approach each task with a balance of efficiency and attention to detail, ensuring that every action supports the integrity of the UI program. Above all, they embody empathy, accountability, and a commitment to helping every claimant—regardless of language, background, or circumstance—access the benefits and support they need.
Position Duties
Provide direct customer service support for Unemployment Insurance services for all claim types. This includes:
- Provide excellent customer service on a large volume of inbound and outbound customer contacts via phone, email, chat or other media in a timely and accurate manner
- Identify customers’ needs, clarify information, research issues and provide solutions in a professional, courteous and timely manner
- Assist claimants with the process of and filing for Unemployment Insurance benefits claims for all wage types
Provide claim processing support for Unemployment Insurance services through the completion of non-phone work. This includes:
- Complete intake specialty work; this includes Work Groups/queues such as, but is not limited to Monetary Redeterminations (MART), Temporary Total Disability claims, Special Wages And Benefits (SWAB) working with federal (UCFE), military (UCX), multi-state combined wage (CWC) claims and wages, Work Search Related Mail, Pacific Maritime Association (PMA) work, Union Mail issues, etc
- Complete single-party adjudication work; this includes but is not limited to Union dispatch issues/cases, missing and incomplete employer issues/cases, earnings issues/cases, work authorization issues/cases, backdating and timely claiming issues/cases
- Process paper and internet unemployment insurance applications
Participate in training, special projects, and assignments. This includes:
- Attend training, unit meetings, and all-staff meetings
- Complete special projects and assignments
- Provide assistance and/or back up to fellow employees as needed and/or directed.
To request a detailed position description, click here.
Minimum Qualifications
- 4 years equivalent education/experience
- OR 4 years of experience examining and/or processing loan applications, medical insurance or rehabilitation claims, insurance claims, collection of insurance premiums, tax collection or providing staff support in financial eligibility determination.
- OR A 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:
- Claim Filing Assistance: Ability to guide claimants through the benefits claim process
- Data Collection & Review: Ability to collect and review necessary data.
- Eligibility Determination & Case Management: Skill in evaluating eligibility and managing cases
- Policy & Legal Knowledge: Ability to explain appeal rights and relevant laws
- Problem Resolution & Communication: Skill in resolving issues and communicating outcomes
- Program Knowledge & Communication: Ability to explain program requirements and services
- Technical Support & Guidance: Ability to assist employers with electronic systems
- Adaptability & Versatility: Ability to perform various tasks as needed
Special Requirements/Conditions of Employment:
- Must be able to pass an Unemployment Insurance (UI) and Paid Family Medical and Leave (PFML) claim and fraud check.
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.
These positions require hardwired cable access to stable and consistent high-speed internet service. Internet services that provide data in batches such as satellite internet and cellular hot spots are not compatible with our Claims Center phone system.
Internet speeds of 30mbps download and 2mbps upload and latency (ping) speeds under 50ms. To test your internet speed please go to: www.speedtest.net. YOU MUST ATTACH A COPY OF YOUR RESULTS FROM SPEEDTEST.NET WITH YOUR RESUME AND COVER LETTER.
Other Qualifications
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 Caleb Baldwin or at 253-306-2999 or the Talent Acquisition Team, prior to the position closing. If you are having technical difficulties creating, accessing, or completing your application, please contact
[email protected] or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.
This recruitment may be used to fill additional agency-wide positions, including Dual Language positions, in accordance with Article 4 of the WFSE Collective Bargaining Agreement.
**This organization participates in E-Verify**