ES Benefits Technician: Telework

State of Washington

$45,924–$61,332 Per Year

1 day ago

Job Description

Salary

$45,924.00 - $61,332.00 Annually

Location

Multiple Locations Statewide, WA

Job Type

Full Time - Permanent

Remote Employment

Flexible/Hybrid

Job Number

2026-09372

Department

Employment Security Department

Division

Leave and Care Division

Opening Date

11/10/2026

Closing Date

11/17/2026 11:59 PM Pacific

Salary Information

The high end of the salary range, Step M is typically a longevity step

Description
Benefits
Questions

Description

The Employment Security Department (ESD) has multiple openings for customer-focused, detail-oriented professionals to serve as an ES Benefits Technicians on our Customer Care Team supporting the Paid Family and Medical leave program.

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.

Our ideal candidate brings a genuine passion for serving people, demonstrates a positive, solutions-oriented mindset, and thrives in a team-centered, fast-paced environment. They excel at adapting to evolving directives, maintain strong attention to detail, and are comfortable navigating multiple systems and technologies while supporting customers by phone. They demonstrate strong competencies in Customer Needs Assessment, Problem Solving, Issue Resolution, Clear Communication, and Adaptability.

As part of the Operations Customer Care Team, the ES Benefit Technician supports the Insurance Services Division by handling a large volume of claimant calls, clarifying benefit information, and providing timely, courteous assistance. This role performs a variety of para-professional duties and administrative tasks that support Washington workers and employers.

Duties

Your primary job duties will be providing excellent customer service on a large volume of inbound and outbound customer contacts via phone, emails, and secure messages regarding Paid Leave and WA Cares program requirements, eligibility criteria, and services available. You will respond to routine and complex inquiries from claimants, their representatives, employers and/or businesses helping to clarify issues, research, locate, and provide information and answers and alternative solutions.

Some of what you will do:

Provide customer delight while answering customer calls, emails, and secure messages regarding the Leave and Care Division's WA Cares and Paid Family and Medical Leave Programs.
Independently resolves routine client/customer complaints by identifying the issues, determining procedural steps for resolution, offer alternative solutions and communicates results to the clients/customers.
Maintains confidentiality in the service performed in accordance with laws, policies, and procedures.
Respond to routine and complex inquiries from clients and customers and provide information, research issues, and provide answers, and alternative solutions.
Provide customer support on large volumes of inbound and outbound calls to assist in creating online accounts with Secure Access Washington, Paid Family and Medical Leave, and WA Cares programs.
Provides customer assistance for Paid Family and Medical Leave services, including guiding them through the application process and providing information on documentation that is required, such as medical certifications, other supporting documentation to support their request and status updates.
Provide agency interpretations and applies knowledge of the laws, regulations, and process in the resolution of inquiries, complaints, and issues.
Acts as a liaison between clients/customers and the agency.
Perform data entry and document customer interactions as required.
Attend trainings, unit meetings, and all-staff meetings.

To request a detailed position description, click here.

Qualifications

Qualifications:

Option 1: Two (2) years of a combination of education and relevant experience.
Option 2: Two (2) years of customer service experience.
Option 3: An Associate's Degree.

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:

Customer Needs Assessment and Problem Solving: Skill in identifying needs and providing solutions.
Problem Resolution and Communication: Skill in resolving issues and providing clear communication.
Adaptability and Versatility: Ability to perform various tasks as needed.

Preferred/Desired Qualifications:

Two (2) years of call center experience, with the ability to handle a high-volume of inbound and outbound calls efficiently.

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, three (3) professional references 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 agencys 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; thats 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 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.

This Organization Participates in E-Verify

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. Thats why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation

State Employees are members of the Washington Public Employees Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave

Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave

Leave Sharing

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

Are you a current or former Washington State government employee?

Have you attached your cover letter and resume to your application? Please ensure all documents are included as they are crucial for the evaluation process.

Under RCW 73.16.010, certain military spouses are eligible for preference. Do you attest that you meet one of the following eligibility criteria?

You are the spouse of an active-duty service member.
You are the widow or widower of a member of the uniformed services who had a qualifying discharge, as defined in RCW 73.04.005.
You are the spouse of a veteran who has a qualifying discharge, as defined in RCW 73.04.005, and a service-connected permanent and total disability.
None of the above

Which statement best describes your experience assessing customer needs and identifying appropriate next steps or solutions?

Less than 2 years
2-5 years
5-10 years
10-15 years
15-20 years
20+ years
I have no previous experience

Please explain your experience related to the above question and how you obtained it.

Which statement best describes your experience resolving customer problems, complaints, or inquiries in a professional setting?

Less than 2 years
2-5 years
5-10 years
10-15 years
15-20 years
20+ years
I have no previous experience

Please explain your experience related to the above question and how you obtained it.

Which statement best describes your experience adapting to changing procedures, priorities, or customer needs in a work environment?

Less than 2 years
2-5 years
5-10 years
10-15 years
15-20 years
20+ years
I have no previous experience

Please explain your experience related to the above question and how you obtained it.

This position is in a call center environment and requires you to be speaking with customers on the telephone for a large part of your workday. Which option best represents your experience in a call center?

I have less than 2 years of experience.
I have 2-5 years of experience.
I have 5-10 years of experience.
I have 10-15 years of experience.
I have 15-20 years of experience.
I have 15-20 years of experience.
I have over 20 years of experience.
I do not have this experience.

If you indicated that you have call-center experience above, please describe your experience handling high-volume inbound and outbound calls, including the types of calls you managed, approximate call volume, and any systems or tools you used to track or resolve customer inquiries.

What is your approach to ensure that diversity, equity and inclusion is a priority in working in social service programs, customer service and with your peers?

ESD How did you hear about this job opportunity?