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NEOGOV · 1 day ago

LCD-ES BENEFITS TECHNICIAN-DUAL LANGUAGE-TELEWORK

Multiple Locations Statewide, WA

Full-time

Hybrid

Entry Level

$45K/yr - $60K/yr

2+ years exp

NEOGOV is seeking a Benefits Technician to join their Operations Customer Care Team. This role involves providing excellent customer service and support for the Leave & Care division, handling a high volume of inquiries regarding Paid Leave and WA Cares program requirements.

GovTechHuman ResourcesInformation TechnologySoftware

No H1B

U.S. Citizen Only

Responsibilities

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

Assist customers in filing Exemptions requests online by helping them understand how to navigate the online portal and provide guidance in what documentation is required and how to upload documents needed to support their request

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

Process WA Cares fund exemptions requests. Issuing approvals and denials by reviewing the information provided and conducting fact finding with customers if/when necessary

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

Communicate effectively in person, by telephone, and in writing in SPANISH

Attend trainings, unit meetings, and all-staff meetings

Qualification

Customer service experienceBilingual in SpanishProblem solvingCommunication skillsCompassionAdaptabilityActive listening

Required

Two (2) years of a combination of education and relevant experience

Two (2) years of customer service experience

An Associate's Degree

Must be able to communicate effectively in person, by telephone, and in writing in SPANISH

Skill in identifying needs and providing solutions

Skill in resolving issues and providing clear communication

Ability to perform various tasks as needed

Preferred

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

Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance.

Staff are eligible to enroll each year in a medical flexible spending account.

Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

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

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

State Employees are members of the Washington Public Employees' Retirement System (PERS).

Employees also have the ability to participate in the Deferred Compensation Program (DCP).

All state employees are covered by the federal Social Security and Medicare systems.

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.

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

Full-time employees earn eight hours of sick leave per month.

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165.

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

Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave.