L&I Customer Service Specialist 2 (Bilingual Ukrainian)

Salary : $38,868.00 - $51,588.00 Annually
Location : Snohomish County - Everett, WA
Job Type: Full Time - Permanent
Job Number: 2024-11424
Department: Dept. of Labor & Industries
Opening Date: 10/11/2024
Closing Date: 10/21/2024 11:59 PM Pacific
Salary Information: The high end of the salary range, Step M is typically a longevity step
Description
Our Mission: Keep Washington Safe and Working!
Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability.
Are you looking for a position that supports and contributes to the economic well-being and safety of Washington's workers? Here's your opportunity to join a team committed to providing exceptional public service to the citizens of Washington. Labor & Industries has an opening in Everett, WA for a Customer Service Specialist 2 - Ukrainian Bilingual which might be just what you are looking for!
As a Customer Service Specialist 2 (CSS2) - Ukrainian Bilingual, you will be reporting to the Office Manager (OM) and will be a member of the Customer Service Program (CSP). You will be a member of a team and share equally in the responsibility of providing direct service to customers of all agency programs, both those who walk in and those who call in, as well as providing service to internal staff. As a CSS2 - Ukrainian Bilingual, you will be fully qualified to examine documentation and applications for completeness, in accordance with applicable rules.
You will be able to determine eligibility based on what rules apply and explain agency policies, procedures, regulations, and processes: you will guide and inform customers of their rights and responsibilities, act as a liaison between customer and agency, resolve customer service related complaints, and use knowledge of agency policies and procedures to assist customers with completion of agency forms.
As a CSS2 - Ukrainian Bilingual, you will be required to have general and specific knowledge of other government agency programs and services including, but not limited to, Business Licensing Service, Department of Revenue, Secretary of State, and Human Rights Commission.
The position supports and contributes to the mission of Labor & Industries by resolving complaints and problems, providing access to agency benefit programs, licensing and regulations for Labor & Industries programs using applicable laws, regulations, and processes and identification of potential non-compliance. This position assists customers with opening of accounts, payment of assessed fees or on accounts, payment agreements, and collection of money, and seeks ways to improve customer service and productivity.
In addition to the base salary above
When hired as bilingual, our top applicant will be required to pass an assessment of your ability to write and speak Ukrainian fluently. We do not use translating software. Employees with bilingual responsibilities receive a 5% increase in pay.
Duties
Some of what you'll do:
Process licensing, registration & permit applications for completeness and accuracy

• Review, research, and process registration and licensing applications for construction contractors.
• Through written and interpersonal communication with bonding and insurance agents, resolve issues.
• Use computer to create, retrieve, review registration, certification, and licensing applications for elevator, electrical, plumber and other programs.
• Educate and assist customer with requirements and processes regarding applying for and purchasing electrical work permits and factory assembled structure (FAS) alteration permits.
• Research uploaded electrical inspection requests to F140-131-000 L&I Washington General Service Position Description 05-2023 Page 3 of 12 assist customers in determining possible date of inspection. Use established office procedures and methods in communicating with Electrical and FAS inspectors regarding the customers' needs.
• Process and issue electrical, plumber, boiler, elevator, asbestos, FAS, and specialty contractor licenses and certifications.
• Calculate and collect appropriate processing fees. Complete entry of both required data and payment information in appropriate systems to issue the license, certificate or registration. In all money transactions, adhere to established cash management policies, and procedures.
• Maintain fiscal integrity in the handling of currency, checks, credit/debit cards and receipts.
• Review and research assigned small account collections in LIINIS, Orion, and CAC and contact customers as necessary. Independently resolves inquiries and follows established procedures and processes.
• Make a determination to stop application and/or registration processes when all necessary documentation has not been provided or when established guidelines have not been met.
• Use intermediate Ukrainian speaking and writing skills to deliver these services to all Ukrainian speaking customers.

Deliver direct services to telephone and walk-in customers

• Educate customers in accessing and navigating L&I online services.
• Assist English and Ukrainian speaking customers at the front counter and on the phones by providing information regarding L&I and other government agency programs and services (to include Human Rights and discrimination complaints, etc.).
• Assist customers using technical knowledge of business services.

Serve as liaison between customers (injured workers, employers, providers and attorneys) and claims management section regarding actions taken on worker compensation claims. Relay decisions made by claim managers; assist customers with accessing forms and publications.

• Explain procedures for completion of all agency forms and assist customers as needed to complete forms. Communicate the process of appealing department and Board of Industrial Insurance Appeals (BIIA).
• Provide assistance to authorized legal representatives, third party administrators and other State, Federal and local agencies, regarding injury claim and pension related questions. Work in partnership with Crime Victims program to inform victims of crime of available resources.
• Utilize telephonic interpretive services to assist customers with limited English proficiency.
• Upload minor work applications into ATLAS. Explain wage and hour laws, and respond to questions. Provide and assist customers with appropriate complaint forms and verify for completeness before accepting. Enter paper complaints in the Employment Standards CATS system.
• Review prevailing wage applications for completeness. Answer general questions and refer to the Prevailing Wage Agent in regards to worker classification. Process and enter payments for Prevailing Wage Intents and Affidavits.
• Educate employers regarding the Industrial Insurance Program. Explain the employer's obligation to cover employees with Industrial Insurance premiums under the law. Answer employers' questions on the status of their accounts. Look up employer's established rates, experience factor and risk class. Assist customers with preparing and printing pre-populated quarterly reports. Communicate with Employer Services, specifically Account Managers on behalf of our customers to add risk classifications and decipher letters. Assist customers with signing up for My Secure L & I.
• Answer basic questions from employees, employers and class instructors in regards to Division of Occupational Safety and Health (DOSH). Provide complaint forms and safety publications. Provide and educate employers on required posters. Explain our Consultation and Compliance Services. Process payment for asbestos certification. Contact the appropriate staff member when hospitalizations and fatalities are reported.
• Provide any requested Apprenticeship forms and materials to customers, refer customers and provide phone numbers to the program. F140-131-000 L&I Washington General Service Position Description 05-2023 Page 5 of 12 Educate customers about Governor's Safety and Health Conference, Contractor Training Days, New Employer Workshops and any other associated workshops that are available using our website at the Customer Service Center.
• Based on knowledge of laws, rules, regulations and processes for all agency programs; assist customers in the resolution of inquiries, complaints and problems while maintaining appropriate confidentiality. Respond to customer inquiries and complaints.
• Use intermediate Ukrainian speaking and writing skills to deliver these services to all Ukrainian speaking customers.

Provide support to internal program staff

• Provide electrical support including processing and mailing letters. Track and make collection calls to collect unpaid fees, email service approvals to service providers, initiate refund requests. Process agency and compliance permits upon request.
• Provide elevator support.
• Build files with appropriate documentation for Employment Standards and Prevailing Wage programs. Upload all supporting documents into CATS.
• Scan all claims documents to imaging and record receipt in LINIIS.
• Mail original documents to Central Office programs i.e. Elevators, Boilers, Electrical, Construction Compliance, FAS, etc. File secondary copies and retain per retention schedule.
• Process and document payments on Industrial Insurance Accounts. Fax all quarterly reports to Collections, Education & Outreach (CEO) and any other correspondence from employer to Orion.
• Following agency policy, process outgoing and incoming mail. Track certified mailings as needed.
• Complete all Customer Service University modules.
• Follow agency policies and procedures in cash management including reception and accountability for starting cash and fees; auditing cash drawers against daily transmittals; preparing and maintaining files.
• Deposit, check registers, correspondence and the physical inventory of accountable items.
• Maintain office security.
• As directed by the CSS4, assist as a resource for new CSS staff. When needed, will perform any of the duties of lower lever staff.

Qualifications
Required:
Equivalent experience (at least 4 years) providing assistance to clients/customers regarding inquiries, complaints or problems.

• An Associate's degree AND two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems

OR

• A Bachelor's degree

• Bilingual Skills in Ukrainian/English - The ability to read, write, translate and converse with fluency in both Ukrainian and English.

As well as:

• Demonstration of Position-Specific Skills, Abilities and Competencies
• Must possess a valid unrestricted driver license.

Desired:

• In addition to Ukrainian, the ability to speak Russian with internal and external customers by successfully completing HR bilingual testing.
• High school diploma or equivalent
• 1 year of cash handling experience.

Supplemental Information
Things You Need To Know
To help you maintain a proper work-life balance, teleworking is one of the work schedule options for this position. L&I also offers flexible custom work schedules.
State employees who meet the qualifications will become eligible for a generous retirement package at the end of the employee's career. Click on the "Benefits" tab to learn more.
At L&I, your voice matters. In addition, L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3.3 million workers. Take a look at this and learn more about why L&I is an employer of choice.
The expected time spent in-office while on probation will be Monday through Friday.
For this position, telework (after probation period is over) will be 1 to 2 days a week. The assigned duty station for this position is Everett, Washington.
Application Process:
We will contact the top candidates directly to interview for this position. Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the mandatory and desirable qualifications described in the announcement.
Please include the following documents with your application:

1. A describing specific qualifications.
2. A current detailing applicable experience and education.
3. A list of at least three professional references with current telephone numbers.

Please do not attach or place any information about your vaccination status, including disclosure of leaving employment due to a vaccination requirement for COVID -19, within the application, resume, or cover letter. If you do, we will have to reject your application to safeguard others from receiving your confidential information. You will have to remove the confidential information before you can apply again.
To learn more about our hiring process timeline at L&I please visit our L&I recruiting page at . If you would like to read our website in a language other than English, scroll up to the top of the page to select your language of choice from the banner.
Background Check Notice:
Prior to a placement in this position, a background check, including criminal history record will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position.
Other Information:

• For positions requiring travel, you must have a valid unrestricted driver's license and have insurance if driving a privately owned vehicle on state business.
• This position is represented bytheWashington Federation of State Employees (WFSE).
• Candidates who are offered a job with L&I must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
• The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.
• Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions.
• Positions requiring skills assessments are proctored in person or remotely via Zoom or Microsoft Teams. Applicants selected to move forward in the hiring process will be contacted by email to schedule a skills assessment.

Did You Know?
Washington is to live, play, and work, according to U.S. News (2021). Join the L&I team and enjoy all the Evergreen State has to offer.
In addition to offering a positive balance between life and work, L&I provides one of the most competitive benefits packages in the nation. We also believe your voice matters. We value our employees and their work-life balance by encouraging flexible schedules. L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3 million workers.
Applicants wishing to claim Veterans Preferenc e should attach to their application a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I's .
Diversity, Equity, and Inclusion Employer
L&I employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
We believe in the importance of recognizing the value each of us contribute to the success of the agency mission. Having a diverse workforce is this agency's greatest resource of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service. We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone.
The State of Washington is an equal opportunity employer. Persons with a disability who need accommodation in the application process or testing process, or those needing this announcement in an alternative format, may call 360-902-5700. TTY users should first call 711 to access the Washington Relay Service.
You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.
For more information
If you have any questions regarding this job posting, program, or the agency, please contact Elena Emery at and April Sharp at
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. That's 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 (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 (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 , 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, are entitled to three (3) 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
Family and Medical Leave Act (FMLA)
Leave Without Pay
Please visit the State HR Website for more detailed information regarding benefits.
Updated 12-31-2022
01
(A - L&I) How did you hear about this job opportunity?

• WorkSource Center or Website (WorkSourceWA.com)
• L&I Talent Management Consultant
• L&I Employee
• Professional/Personal Network
• Monster
• College/university website/career fair
• LinkedIn
• Facebook
• VERG
• Craigslist
• Indeed
• Twitter
• Job Fair (Military)
• Career Fair
• EHS Careers
• American Industrial Hygiene Association (AIHA)
• Radio Advertisement
• Newspaper/Magazine
• L&I Website
• Other

02
(B - L&I) If you indicated "Other" please specify where you heard about this position.
03
(C - L&I) Will you now or in the future require sponsorship for an immigration-related employment benefit?

• Yes
• No

04
(D - L&I) PLEASE READ THE BELOW AND TYPE YOUR INITIALS IN RESPONSE TO ACKNOWLEDGE THAT YOU HAVE READ AND UNDERSTAND THESE STATEMENTS.
• I will NOT attach or place any medical information (vaccination status included) within the application, resume, or cover letter. If I do, I understand that it will be rejected and I may be provided an opportunity to apply again without including my confidential health information, while the posting is still open and applications are being accepted.
• I understand that my vaccination status is not needed.
• I will not share my medical information (vaccination status included) with hiring managers or interview panels.
05
Which of the following experience do you possess?

• Equivalent experience (at least 4 years) providing assistance to clients/customers regarding inquiries, complaints or problems.
• An associate's degree AND two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems
• A bachelor's degree
• None of these

06
Do you have experience explaining policies, or rules to customers?

• Yes
• No

07
Do you have one year of cash-handling experience?

• Yes
• No

08
Do you have experience entering data into software applications?

• Yes
• No

09
Choose the answer below that best describes your experience with basic computer skills, including use of e-mail, word processing, and Internet access:

• BEGINNER - Limited experience working with these programs, but willing to learn.
• INTERMEDIATE - Knowledgeable and skilled with these programs through on the job use and training.
• SKILLED - Successfully utilize these programs on a daily basis.
• ADVANCED - Successfully utilize these programs on a daily basis. Recognized by others for exceptional abilities to utilize these programs. Could assist others with training of these programs.

10
Do you have the ability to speak, read and write fluently in both English and Ukrainian?

• Yes
• No

11
Please tell us about your experience translating documents and interpreting from English to Ukrainian and Ukrainian to English.
12
If selected for this position, you will be expected to come into the office four days per week to cover business needs. Are you willing and able to comply with this expectation?

• Yes
• No

13
To be considered for this opportunity we require you to attached current Resume and Cover Letter. Have you attached both documents?

• Yes
• No

Required Question