Professional Licensing Representative (PLR2)

Description

If you are ready to assist the team in helping Washington residents turn their business dreams into reality by guiding customers through license profession laws, rules, and agency policies, please read on!

Duties

As a Professional Licensing Representative, you will support licensing activities across multiple professional programs, ensuring consistent interpretation and application of licensing laws, rules, and agency policies. In this role, you will independently evaluate and respond to complex inquiries from applicants, licensees, and the public, providing clear guidance on licensing requirements, system processes, and web-based tools. You will have the authority to approve applications, exam requests, and renewals, as well as make determinations on incomplete submissions, including requesting additional information as needed. Success in this position requires comfort in a fast-paced, evolving environment where you will collaborate with internal teams, leadership, and external stakeholders such as professional associations and other jurisdictions. You will also play a key role in maintaining system integrity by identifying, reporting, tracking, and testing solutions to licensing system issues, while supporting high-quality customer service through resolution of complex and escalated concerns. Your ability to adapt, promote consistency, support team performance, and contribute to continuous improvement will be critical in driving positive outcomes for both customers and the agency.

Some of what you will do:

• Provide direction and guidance on complex licensing issues to licensing staff, applicants, and regulatory boards.
• Oversee the work, performance expectations, and professional development of licensing staff to ensure team goals are met.
• Collect training feedback and report training deficiencies to the Licensing and Customer Support Services (LCSS) development team.
• Actively participate in calls, call shadowing, call metrics review, and escalated calls to identify improvements and provide constructive feedback to staff.
• Manage SQR process for system related issues, using applications and DOL software to document, report, track, and test fixes.
• Research and support public disclosure requests, data requests, and workload reports related to licensing.
• Support front counter staff with customer questions and requests.

Qualifications

What you will bring to the role:

• Six (6) years of technical experience in a licensing or regulatory program.

• One (1) year of experience as a Professional Licensing Representative 1.

• Experience must include the following:
  • Three (3) years providing service to customers on the phone, or in person, where explaining rules, policies, or procedures are regular daily functions.
  • Two (2) years supervising staff, providing guidance and coaching.
  • One (1) year communicating effectively verbally and in writing, including templates, to a diverse clientele while respecting and maintaining confidentiality.
  • One (1) year accessing, inputting, and maintaining records into multiple database systems.
  • One (1) year creating and updating records within several software programs.
  • One (1) year of professional phone etiquette experience in answering a multi-line system, taking messages, transferring calls, and assisting others over the phone.
• The ability to:
  • Understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors, and decisions.
  • Promote and support a respectful, equitable, and inclusive workplace for all employees.
  • Promote and support respectful, equitable, and inclusive delivery of services to customers.
  • Take action to learn and grow.
  • Take action to meet the needs of others.

Up to two (2) years of relevant education in business/public administration, auditing, criminal justice or a closely allied field may substitute year for year of experience.

• Education or experience beyond the required qualifications in relevant fields.
• Experience in the following:
  • Developing specific relevant measures and using them to improve performance, motivate staff, and influence decision makers.
  • Assisting in developing personal training plans that instruct, coach, and identify training needs.
• The ability to identify, investigate, and resolve customer technical issues using an organization’s computer software or systems.

• At a minimum, this position requires working onsite at our Olympia, WA office every Wednesday and Thursday, with additional in-office days scheduled throughout the month.
• Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.

Supplemental Information

• Select the apply button at the top of this job announcement.