Professional Licensing Representative (PLR2)

We are dedicated to growing a culture of belonging through our values: Respect | Trust | Diversity | Equity | Inclusion This posting is for current internal DOL employees only. At the Department of Licensing (DOL) , we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers and help build trust in our government. Our Centralized Investigations and Audits Unit (CIAU) in our Business and Professions Division (BPD) is currently recruiting for a Professional Licensing Representative who is passionate about the work we do in our unit. As one of the most visible state agencies and the second-largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and provide equitable and meaningful access to our services for every resident. If you are a collaborative team player with familiarity reading and interpreting policies, laws, and regulations, we invite you to apply! As a Professional Licensing Representative, you will provide complaint intake and licensee compliance support for all professions within BPD. You will accomplish this by providing a wide range of customer support and policy guidance. This may be completed by completing the initial review of customer complaints about business and professional licensing. As you support the team through work assignment, data analysis, and through complaint intake process development, being an informed, consistent, and engaged collaborative peer will be key. Your ability to prioritize your workload independently to follow up and fully process requests with varying priorities will ensure success in this role. Some of what you will do: Initiate and oversee a high volume of complaint intakes involving licensees and applicants based on state laws, rules, and regulations. Review applicant background investigations, evaluate supporting documentation, approve applications, and recommend licensing denials when appropriate. Serve as the senior technical resource for complex complaint intake, investigations, licensing issues, and regulatory requirements. Provide guidance and consultation to staff, licensees, boards and commissions, stakeholders, and the public regarding complaints, licensing processes, and agency procedures. Assist in the review, development, and implementation of laws, rules, policies, and procedures impacting licensing and investigative activities. Prepare and analyze production metrics, workload reports, and staffing plans to support operational and strategic decision-making. Partner with boards, commissions, legal counsel, and internal teams to resolve complex issues and support regulatory and licensing activities. What you will bring to the role: Six (6) years of relevant experience in a regulatory or licensing program providing assistance to customers regarding inquiries, complaints, or problems. OR Three (3) years of experience as a Professional Licensing Representative 1 (PLR1). Experience must include two (2) years of the following: Interpreting and applying administrative statutes, rules, or federal regulations. RCW's and WAC's in a regulatory environment. Experience with regulatory and compliance requirements, including the Administrative Procedures Act. Independently composing, formatting, and communicating professional correspondence, emails, memos, letters, legal documents, and technically correct, and step-by-step instruction responses to customers, applying plain talk and clear communication guidelines. Experience must include 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. Experience can be gained concurrently. 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. What may help set you apart: Bachelor's degree in business or allied field. Two (2) years of experience providing professional customer service in person, writing, or by phone. Knowledge and experience using DOL's Drives system. Experience in a regulatory or licensing program interpreting laws and rules. Experience testifying as the subject matter in legal proceedings. Investigative experience and knowledge including methods, principles, and standards. Additional Requirements of Employment 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 pre-employment 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. DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take steps to ensure that people with disabilities are provided reasonable accommodations. For information about available accommodations, the interview process, or the position contact Kyle Odell. Come join us in changing the way government delivers services and help build a legacy of commitment to and excellence in diversity, equity, and inclusion! How to

Apply:

Select the apply button at the top of this job announcement. Incomplete applications may disqualify you from eligibility for the position. You must ensure all application areas, including supplemental questions, are completed in full. Candidates who are offered a job with DOL must possess work authorization that does not require sponsorship by the employer for a visa now or in the future. 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. We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, people of all ages, and veterans. We value the unique traits and attributes that each employee brings to the job. Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington. Veteran/Military Spouse Preference Notice To take advantage of veteran/military spouse preference, please notify the Talent Acquisition Team . The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, sex (including gender identity), marital status, sexual orientation, race, religion, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability. Persons requiring accommodation in the application process, during the recruitment process, or who need this job announcement in an alternative format, may contact the Human Resources Office at 360-902-4000 or may email HRRecruit@dol.wa.gov. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344. The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days. We do not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov .