UI Benefit Specialist 3 – Remote Leadership Role in Unemployment Insurance Services (Non‑Permanent, Telework)

Join Our Mission‑Driven Team at the Washington Employment Security Department

Imagine working for an organization that safeguards the economic security of millions of Washington workers every day. At the Employment Security Department (ESD), we deliver vital unemployment insurance (UI) and paid family‑and‑medical leave (PFML) programs, ensuring that those who need assistance receive it promptly, fairly, and compassionately. As a UI Benefit Specialist 3 – Remote Lead (Non‑Permanent), you will be at the heart of this mission, guiding a dedicated team of benefit technicians and specialists, coaching, mentoring, and shaping the delivery of services that make a real difference in people’s lives.

We are seeking a dynamic, empathetic, and tech‑savvy professional who thrives in a remote environment, loves coaching others, and can balance high‑quality service delivery with strategic oversight. If you are ready to leverage eight years of experience (including supervisory expertise) to drive excellence, we invite you to explore this unique opportunity.

Why This Role Stands Out

Our UI Benefit Specialist 3 position is more than a job—it’s a leadership platform where you will influence policy interpretation, champion continuous improvement, and nurture a high‑performing, inclusive team. Below you’ll discover the full scope of responsibilities, the qualifications we value, the culture that fuels our success, and the tangible benefits that await you.

Key Responsibilities

• Team Leadership & Supervision: Assist the unit supervisor in directing day‑to‑day operations of UI Benefits staff, ensuring consistent quality, performance, and productivity across the Claims Center.
• Coaching & Mentoring: Provide real‑time coaching, mentorship, and skill‑building sessions for Benefit Specialists, fostering professional growth and confidence in handling complex cases.
• Quality Assurance: Lead call monitoring, web notice reviews, and comprehensive quality‑review processes to maintain compliance with state regulations, agency policies, and best‑practice standards.
• Technical & Policy Guidance: Offer expert technical support and clear policy clarifications on initial claims, continued claims, adjudication, and fraud detection.
• Operational Decision‑Making: Serve as the primary point of contact during the supervisor’s absence, making timely decisions on workload distribution, case escalations, and urgent operational needs.
• Stakeholder Communication: Respond efficiently to inquiries from claimants, employers, and third‑party partners, ensuring transparent and courteous communication.
• Performance Monitoring: Review the work of Benefit Specialists for accuracy, adherence to regulations, and timeliness, providing constructive feedback and corrective action when needed.
• Training & Orientation: Design and deliver orientation sessions for new hires and ongoing training modules to keep the team current on evolving UI & PFML regulations.
• Data‑Driven Insight: Analyze trends in claim patterns, identify systemic issues, and propose process improvements to enhance efficiency and claimant satisfaction.

Essential Qualifications

• Education & Experience: A blend of education and relevant experience totaling eight (8) years, including at least four (4) years of supervisory experience in customer‑service‑intensive environments such as unemployment insurance, social services, HR, or benefits administration.
• Alternative Pathway: One (1) year of experience as a Benefits Specialist 1 or 2 within the ESD can also satisfy the experience requirement.
• Technical Proficiency: Comfortable using Microsoft Office (Word, Excel), web‑based applications, and remote‑communication platforms; proven ability to adapt quickly to new technology.
• Communication Excellence: Strong written and verbal communication skills, with an emphasis on empathy, active listening, and clear articulation of complex policy matters.
• Internet Requirements: Stable, hard‑wired internet connection with minimum speeds of 24 Mbps download and 2 Mbps upload (tested via www.speedtest.net).
• Compliance Screening: Ability to successfully pass UI & PFML claim and fraud background checks.

Preferred (But Not Required) Attributes

• Experience in remote team management and virtual collaboration tools (e.g., Zoom, Teams, Slack).
• Certification or training in coaching methodologies (e.g., GROW model, Situational Leadership).
• Familiarity with Washington State labor statutes, UI program guidelines, and PFML regulations.
• Demonstrated commitment to diversity, equity, and inclusion (DEI) initiatives.

Core Skills & Competencies

• Empathy & Customer Focus: Ability to understand a wide range of claimant experiences and provide compassionate, equitable service.
• Analytical Thinking: Skill in dissecting complex claim data, identifying patterns, and making sound, policy‑aligned decisions.
• Leadership Presence: Confidence to lead, inspire, and hold team members accountable while nurturing a supportive environment.
• Change Management: Comfortable championing organizational initiatives, guiding teams through procedural updates, and embracing continuous improvement.
• Time Management: Efficiently balance multiple priorities, ensuring deadlines and service‑level agreements are consistently met.
• Integrity & Ethical Judgment: Uphold the highest standards of honesty, fairness, and confidentiality in all interactions.

Career Growth & Learning Opportunities

At ESD, we view each employee’s journey as a partnership. As a UI Benefit Specialist 3, you will have access to a suite of professional development resources designed to elevate your career:

• Leadership Development Program: Tailored workshops and mentorship circles focused on strategic decision‑making, conflict resolution, and high‑impact team coaching.
• Certification Support: Funding and study time for relevant certifications such as Certified Unemployment Insurance Professional (CUIP) or HR certifications.
• Cross‑Functional Projects: Opportunities to collaborate with policy analysts, IT teams, and legal counsel on system enhancements and regulatory updates.
• Educational Partnerships: Partnerships with local universities and online platforms offering courses that align with state government best practices.
• Career Pathways: Clear pathways to senior supervisory roles, program management positions, or specialist tracks within the Department.

Work Environment & Culture

Our remote‑first approach is grounded in trust, flexibility, and a deep respect for work‑life balance. While the role is primarily telework, occasional in‑person meetings or training events may be required. The culture we cultivate is built on the agency’s core values of Access, Love, Belonging, Equity, and Stewardship:

• Access: Ensuring every Washington worker can easily access the benefits they deserve.
• Love: Fostering an environment where kindness and genuine care for colleagues and claimants are central.
• Belonging: Celebrating diverse perspectives and creating a sense of community across all teams.
• Equity: Actively removing barriers and promoting fair treatment for all employees and service recipients.
• Stewardship: Managing public resources responsibly while delivering high‑quality services.

We are proud to be an equal opportunity employer that welcomes applicants of all backgrounds, including women, veterans, people with disabilities, and members of historically underrepresented groups. Auxiliary aids and services are available upon request.

Compensation, Perks, & Benefits (Overview)

While the specific salary range is competitive and commensurate with experience, successful candidates can anticipate a comprehensive benefits package that typically includes:

• Medical, dental, and vision insurance with a variety of plan options.
• Retirement savings plan with employer matching contributions.
• Generous paid time off (PTO) and holidays, plus additional leave for family and medical needs.
• Flexible work schedules and the ability to work remotely full‑time.
• Employee assistance programs (EAP) for mental health, financial counseling, and personal wellness.
• Professional development stipend and tuition reimbursement.
• Employee recognition programs that celebrate exceptional service and innovation.

How to Apply

If you are a passionate leader who thrives in a remote setting, possesses a solid foundation in UI benefits administration, and is eager to make a tangible impact on Washington’s workforce, we encourage you to apply today. Please note that this opportunity is internal‑only and open exclusively to current Employment Security Department employees. No attachments are accepted; follow the online application portal for submission.

Next Steps

Ready to take the next step in your career? Click the “Apply” button below, submit your application, and prepare to join a team that values integrity, kindness, and continuous growth.

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Closing Thoughts

At the Washington Employment Security Department, every claim processed, every policy clarified, and every team member coached contributes to a stronger, more resilient economy. As a UI Benefit Specialist 3, you will be a crucial catalyst for that success. We look forward to welcoming a dedicated professional who shares our vision of equitable access and compassionate service.

Apply now and become a pivotal part of our mission-driven community.