Description

Headed by an elected state official, the Office of the Secretary of State is responsible for administering elections within the state, registering corporations and charities that do business within the state, collecting and preserving the records of governmental bodies within the state, and maintaining the Washington State Library. The office also administers the Address Confidentiality Program, the Legacy Washington and the Combined Fund Drive. Visit our website at: www.sos.wa.gov.

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.

This position supervises a work group within the Corporations and Charities Division and reports to a customer service manager. This position supports the organization’s mission by ensuring that the work performed by the work group meets statutory and customer service requirements and provides technical assistance, information, and problem resolution to the staff, public, business, legal community, and governmental agencies.

Duties

Supervise customer service staff and oversee operations of Front Counter
Tasks include:

• 
  Coordinate staffing assignments for Front Counter work group
• Develop and implement training plans for Front Counter work group, recommend staff training opportunities, and approve and/or deny training requests
• Review filed work results for accuracy and compliance with the program requirements
• Recommend and implement department processes and procedures
• Produce Front Counter team production reports and analyzes results
• Review for accuracy and approve leave requests and timesheets for Front Counter work group
• Monitor attendance of the Front Counter work group
  

Monitor work performance of the Front Counter work group
Tasks include:

• Write and deliver expectations and performance evaluations and provide ongoing performance feedback (verbally or in writing) for the Front Counter work group
• Counsel staff when improvement is needed and elevate serious issues to the program manager for guidance

Resolve customer complaints and fulfill customer requests
Tasks include:

• Answer questions from the staff regarding procedures, complex customer inquiries, and complex filings
• Assist customers at the Front Counter as needed, including escalated customer requests
• Use in-depth knowledge of program laws and division policy to answer questions internally and externally
• Utilize Office Correct program within CCFS to resolve escalated filing issues
  

Miscellaneous
Tasks include:

• Process work orders in CCFS and other Division applications
• Participate in special projects
• Participate in cross-training within the division
• Attend conferences as a representative of the Corporations and Charities Division
• Other duties as assigned, including tasks with the Continuity of Operations Plan

Qualifications

Required Qualifications:

• 
  Three years of experience independently responding to and resolving inquiries, complaints, and client/customer service issues
• One year of experience as a lead worker or supervisor performing the following tasks; interviewing, hiring, training, assigning, and directing work and evaluating staff or volunteers
• Ability to efficiently use a personal computer and applicable software to successfully perform the essential job functions of the position
• Experience can be gained concurrently

Preferred/Desired Qualifications:

• Experience developing and instituting training
• Experience in documenting procedures
• Experience working within an electronic workflow environment
• Experience using scanning software and tools

Supplemental Information

WORKING CONDITIONS

• Must be available to work a designated shift during the division's core work hours of Monday - Friday 7:00am to 6:00pm. Ability to work occasional overtime on weekends and/or evenings as needed to address high volumes
• Occasional local travel and statewide travel to meetings and trainings. May also include annual nationwide travel (Download PDF reader) (Download PDF reader)
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Per Governor Inslee's Proclamation 21-14 (Download PDF reader) , employees at the Office of the Secretary of State must be fully vaccinated no later than the first day of employment. Your vaccine status will be verified by Human Resources prior to your first day of employment. Please contact the HR team at hr@sos.wa.gov , if you need information on medical or religious accommodation.

HOW TO APPLY

• To be considered for this position you must attach the following documents;
• Resume
• A letter of interest describing how your experience and qualifications relate to the position description and the required and preferred/desired qualifications.
• Three professional references. Personal references will not be accepted.
• 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 (or NGB22 etc.) 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.