Licensing Services Representative (LSR4)

We are dedicated to growing a culture of belonging through our values:Respect | Trust | Diversity | Inclusion | EquityAt the Department of Licensing (DOL), we recognize the importance of work life harmony and work hard 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 Research and Performance unit within our Vehicle and Vessel Operations section of our Customer Relations Division is adding a customer centered Licensing Services Representative to their team!Our Vehicle and Vessel Operations section is made up of 179 Vehicle Licensing Offices (VLOs) consisting of 39 county Auditor/Agent offices and 140 subagent businesses. This section of our Customer Relations Division oversees more than 15 million transactions and collects approximately $1 billion in revenue biennially, ensuring data integrity and compliance with all laws, rules, contract, policies, and procedures.If you enjoy providing excellent and responsive customer service to all internal and external customers, we invite you to apply!As a Licensing Services Representative, you will monitor and evaluate the work of licensing transactions performed, revenue collected, and overall contract compliance of Vehicle Agent and Subagent offices. As the subject matter expert, you will provide technical assistance and escalated support to internal and external partners regarding vehicle/vessel title and licensing. You will be tasked with reviewing and updating procedures, manuals and written and practical examination methods, updating them as necessary. In addition, you will identify knowledge gaps in order to develop and conduct trainings for individual offices as well as state-wide education.Some things you will be doing:• Review and analyze exception reports to identify inconsistencies and non-compliance with laws, rules, contract, policy, and procedures.• Resolve customer and record issues by interpreting and advising on vehicle/vessel title and licensing laws, rules, contract requirements, policies, and procedures.• Inform and advise on policy and procedure and make recommendations for changes to align operational processes with law, rule and contract requirements.• Draft decision papers and informational briefs on issues related to vehicle and vessel title and licensing.• Troubleshoot and resolve escalated DRIVES, basic hardware, and software application questions, administering or recommending appropriate action.What you will bring:• Six (6) years of relevant experience in accounting, business, or public administration.• Experience must include:• Two (2) years of experience and technical knowledge using Microsoft Office products such as Outlook, Scheduler, Word, Excel, PowerPoint, Access, and other common MS Office products.• Two (2) years of experience analyzing and interpreting RCWs, WACs, state and federal laws, rules, regulations, statutes, and policies and procedures and applying them in relevant work experience to communicate to customers, clients, or stakeholders and/or resolve customer complaints, inquiries, and complex problems.• One (1) year of experience facilitating, leading, training or presenting information in large groups both in person and over the internet, using visual aids and presentation software and encouraging cooperation, solutions, integration of ideas, and information to form effective goals, objectives, and timelines.Up to four (4) years of relevant education may substitute year for year for experience.(Associates degree = 2 years Bachelor’s degree = 4 years)What may help set you apart:• A Bachelor’s Degree involving major study in accounting, business or public administration, or closely allied field AND two (2) years of administrative, supervisory or management experience.• Knowledge and experience using DRIVES to process transactions and/or query records to assist customers, user interfaces, web-based applications, and retrieving/updating data from unique department database systems.• Knowledge of vehicle/vessel title and licensing processes obtained by processing transactions as a Licensing Service Representative, Vehicle Licensing Representative or a dealer title clerk.• Experience drafting, editing, writing, analyzing, recommending and/or finalizing policies, procedures, laws, rules, and/or other written documents related to business operations using clear, active language and applying plain talk principles or clear communication guidelines.• Experience building positive working relationships and establishing trust and credibility with stakeholder groups, responding to their questions and concerns, identifying opportunities and challenges, proposed solutions, and offering ideas for consideration.Additional Conditions of Employment:• Prior to a new hire, a background 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 the steps to assure that people with disabilities are provided reasonable accommodations.For information about available accommodations, the interview process, or the position contact Nicole Walters.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 and attachments, are completed in full.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, 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 NoticeTo take advantage of veteran/military spouse preference, please notify the Recruitment Team. Please include the title of this position in the subject line.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.