Professional Licensing Representative (PLR2)

About the Department

We are dedicated to growing a culture of belonging through our values:   

Respect | Trust | Diversity | Equity | Inclusion 

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 Licensing and Customer Support Services (LCSS) Unit in our Business and Professions Division (BPD) is currently recruiting for a Professional Licensing Representative to support licensing activities.

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 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! 

Position Duties

As a Professional Licensing Representative, you will support licensing activities for multiple professional licensing programs, including but not limited to Collection Agencies, Real Estate and Appraisers, and Transportation Services. Being comfortable in a fast-paced and ever-changing work setting that requires you to support the team and have direct communication with concerned customers is key to your success. You will assist the leadership, your team, the complaint intake team, regulatory and compliance unit, and peers in making determinations on licensure by providing a wide range of customer support. Being able to identify, track, report, and test solutions to licensing system issues is a daily requirement as well. Given our large collection of programs, your ability to adapt to changes, create a cohesive environment, and drive positive outcomes through encouragement and consistency will be important for this role.  

Some of what you will do:

• Provide direction and guidance on complex licensing issues to licensing staff, applicants, and regulatory boards.
• Use knowledge and understanding of laws, rules, and policies to compile in-depth information for reporting.
• Collect training feedback and report training deficiencies to the training 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.

Minimum Qualifications

What you will bring to the role:

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

OR

• One (1) year of experience as a Professional Licensing Representative (PLR1).

Experience must include the following:

• Three (3) years of experience providing service to customers on the phone or in person, where explaining rules and policies are regular daily functions.
• One (1) year of the following experience:
  • Answering a multi-line system, taking messages, transferring calls, and assisting others over the phone.
  • Communicating effectively verbally and in writing, including templates, to a diverse clientele while respecting and maintaining confidentiality. 
  • Accessing, updating, and maintaining multiple databases.
  • Creating and updating records within several software programs.
• 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.

What may help set you apart:

• The ability to identify, investigate, and resolve customer technical issues using an organization’s computer software or systems.
• Experience assisting in developing professional training plans that instruct, coach, and identify training needs.
• Two (2) years of experience supervising staff, providing guidance and coaching.
• Experience in developing specific relevant performance measures and using them to improve performance, motivate staff, and influence decision-makers.
• Additional education or experience beyond the required qualifications in relevant fields.

Additional Requirements of Employment

• This position requires you to train in-office full-time at our Olympia, WA location initially and then work in-office every week on Wednesday and Thursday. Additional in-office time may be required as business needs dictate.
• Prior to a new hire, a pre-employment screening that includes a criminal record history check will be conducted. These findings may 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.

Other Qualifications

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.


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.
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 [email protected]. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.
 

Benefits

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 WAC 357-31-165(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 WAC 357-31-165(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 WAC 357-58-175, 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, or for loss of pregnancy, are entitled to five (5) 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
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

Supplemental Questions

Required Question

Agency Information

EmployerState of WashingtonAddress View Job Posting for Agency Information

View Job Posting for Location, Washington, 98504 Website http://www.careers.wa.gov