Customer Service Specialist 3 - Thurston County – Olympia, WA

Employer: Washington State Office of Secretary of State

Job Description:
Salary: $3,067.00 - $4,083.00 Monthly
Location: Thurston County – Olympia, WA
Job Type: Full Time - Permanent
Department: Office of the Secretary of State
Job Number: 20 CP CSS3 0074
Closing: 8/20/2020 11:59 PM Pacific

The Office of Secretary of State (OSOS) offers some of the most unique and diverse job opportunities in state government. Its critical responsibilities include: ensuring a fair and accurate elections process; connecting Washingtonians through the power of libraries; protecting our important government records; and registering corporations and charities. The Secretary of State also administers vital community programs that inspire giving, document our history, and assist crime survivors in avoiding further abuse. This independent office under the state Constitution operates from facilities in the Olympia area and statewide.

The OSOS is looking for top-performing employees who embody its core values of integrity, service excellence, visionary leadership, collaboration and teamwork. It is committed to both employee growth and work-life balance. The benefits of working in state government also include potential eligibility for the federal Public Service Loan Forgiveness program.

The Corporations and Charities Division is instrumental in Washington's business and nonprofit community. This division registers all corporations, charities, and nonprofits in Washington State, and it provides essential information about businesses and charities to promote public trust and confidence. Information available in public records about registered corporations and charities can now be searched online.

Additionally, the Corporations Division registers trademarks for use in Washington, administers the Apostilles Program to authenticate notarized documents for international use, and administers the Domestic Partnership Program.

Customer Service Specialist 3
Full-time, Permanent

The OSOS Corporations and Charities Division is seeking to fill a Customer Service Specialist 3 position, which reports to a Customer Service Specialist 4 on the Charities and Non-Profit's team. This position is responsible for providing is responsible for reviewing and processing documents in the charities program team unit and provides senior level expertise in charities, trusts, and commercial fundraiser filings. Acts as the lead support for the charities team.

Expert for charities program filings
Answers escalated customer questions on complex filings
Review complex documents in paper and electronic format
Research detailed requirements for filings and determine if the documents meet legal and procedural requirements for filing and completion
Use Office Correct functionality in Corporations and Charities Filing System to correct filings as needed to assist customers
Resolve filing corrections with customers and assists customers with filings
Conduct research in various databases on entities and filings
Works with partner state agencies to ensure smooth transfer of information and filings when applicable
Calculate required fees and penalties and makes determinations on fee waivers

Lead support for the charities team:
Develop, maintain, and implement program training material for staff based on legal requirements, division procedures, system requirements/restraints, and customer feedback involving workflow protocols, forms, and accessing various databases
Develop and maintain filing improvements for program as necessary, example: inquiry process
Check and correct work of staff in unit
Maintain staff error log when errors are found

Data analysis and reporting:
Research, analyze data and statistics, and complete reports to submit to division management on unit operations
Submit recommendations on technical and staffing requirements

Mentor, train and assist program staff to facilitate a quality customer service program
Serve as back up and cross train with other CSS3’s within the Corporations & Charities Division
Other duties as assigned

Three years of experience independently responding to and resolving inquiries, complaints, and client/customer service issues
Six months of experience as a lead worker or supervisor
Ability to work with a high degree of accuracy and attention to detail
Ability to efficiently use a personal computer and applicable software to successfully perform the essential job functions of the position

Office/clerical experience including drafting and proofreading correspondence, filing, answering phones, and/or responding to email from internal and external customers
Experience applying knowledge or agency laws, regulations, and procedures in resolution of inquiries, complaints and problems while maintaining appropriate confidentiality
Experience with database queries, data entry forms, and/or reports; importing data from other sources, sorting records by multiple fields, locating records, and organizing by specialized criteria

Supplemental Information
To be considered for this position you must attach a resume and a letter of interest describing how your experience and qualifications relate to the duties and qualifications of the position. You must also include three professional references.

You must complete the supplemental questions at the end of this application. Incomplete responses such as "see resume" will not be considered. In addition, if the employer you identify in the additional information section is not included on your resume or work experience profile, you will not receive credit.
All veterans must include a copy of your DD214 to receive preference in the hiring process. You must redact your social security number before attaching it to your application.

The Office of the Secretary of State is an equal opportunity employer (EOE). We do not discriminate on the basis of religion, age, gender, marital status, color, creed, national origin, political affiliation, military status, gender identity, sexual orientation, or any sensory, mental or physical ability. All interested candidates are encouraged to apply. Persons of disability needing assistance in the application process, or those needing the announcement in alternative format, should call (360) 704-5210.

Contact Person:
Location: Thurston County – Olympia, WA
Application Method: Online:
Base Pay: $3,067.00 - $4,083.00 MO

Posted on August 17, 2020

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