Job Specifications

MOTOR VEHICLE CUSTOMER SERVICE SPECIALIST

Job Code: 634800

Pay Plan: Classified

Pay Grade: 18

Occupational Category: Office & Administrative Support

Effective Date: 07/14/2013

Class Definition: Direct public contact completing technical and clerical work at any of the branch offices, including the Montpelier Office, for the Department of Motor Vehicles. Work involves review, verification, coding and processing of applications for all types of motor vehicle registrations, including the International Registration Plan (IRP), titles, driver licenses, including suspensions, reinstatements, motor fuel tax processing, overweight and dimension permits and required documents. Duties include providing complete and accurate information to the public in person, by telephone and by written communication. This class is distinguished from lower level motor vehicle customer service representatives by constant public contact, handling and completing all types of applications, accountability for all fees and audits. Independence of action is expected to be used within the legal guidelines established. Duties are performed under the supervision of a Unit Supervisor.

Examples of Work:

Reviews, verifies, and processes applications from customers for vehicle registrations to include the International Registration Plan (IRP), titles, tax payments, driver licenses suspension, reinstatements, non-driver identification cards, and handicapped parking placards, and plates, motor fuel tax reporting, overweight and dimension permits. May include processing of suspensions and reinstatements to include manually calculating suspension terms for alcohol offenses. Provides technical assistance to the public in completing applications, securing correct supporting documents, and routing oversize loads on Vermont highways. May assist with license examination, written and road test. Assists in problem resolution activities associated with application requests by utilizing resources available to the Department of Motor Vehicles. Approves, codes, and processes all applications, verifying authenticity in order to detect possible signs of fraud, irregularities in identification information or numbers, and alterations. Performs checks to verify information, status of drivers nationwide, as well as vehicle ownership. May visually inspect vehicle identification number of vehicle being registered. When application cannot be processed, explains in detail to applicant what is required to complete application. Collects all fees, maintains escrow accounts, processes applications electronically, and validates appropriate documents. Balances receipts at the end of the day. Examines applications received by mail and processes as appropriate. Determines inconsistencies or inadequacies in vehicle or owner data and returns for proper documentation. Processes monthly transmittals for IRP registrations, motor fuel taxes and oversize permitting, billing, and refunding as necessary. Interacts with the Traffic Ticket Center, Alcohol and Drug Abuse Division as well as other states to assist in reinstating operator licenses. Performs related duties as required.

Environmental Factors: Incumbents must be able to work quickly and accurately under pressure before the public eye and from telephone inquiries. Employees must be able to deal with confused, frustrated, and highly upset customers and handle large sums of money. Normal office conditions prevail with occasional trips outdoors to verify vehicle identification numbers, as well as trips to other branches to assist when personnel shortages occur and various scheduled hours. Private means of transportation may be required. Some overtime work may be required.

Minimum Qualifications

Knowledge, Skills and Abilities:

Considerable knowledge of motor vehicle financing including liens, mortgages, other encumbrances, and associated documents.


Knowledge of modern office practices, procedures and equipment including computers and associated software.


Knowledge of business English, spelling and arithmetic.


Knowledge of motor vehicle registration, license, title and tax laws, rules, regulations, procedures and reporting requirements, as well as conviction codes for driver records.

Knowledge of Commercial Vehicle rules and regulations to include tax-reporting requirements.


Knowledge of appropriate codes for data to be entered into the motor vehicle system.


Knowledge of motor vehicle manufacturers' model determinations and vehicle identification number systems.


Ability to meet and deal effectively with the public, in person, telephone and in writing.


Ability to use various manuals, publications and other available resource materials to verify vehicle models and related data.

Ability to read an atlas and map to determine truck routing.

Ability to determine correct fees, make accurate monetary transactions and maintain proper control of fees received.


Ability to read statutes, rules and regulations of moderate complexity and correctly determine their meaning.


Ability to communicate effectively orally and in writing.


Ability to work under constant pressure and to meet heavy workload demands.


Ability to establish and maintain effective working relationships.

Education and Experience:

High school graduation or equivalent AND two (2) years or more of office clerical experience, that included significant public contact.

OR

Completion of a one-year vocational/technical training program in business and office occupations or related area AND one (1) year or more of office clerical experience that included significant public contact.

Prefer:

Candidates with prior motor vehicle department experience.

Special Requirements:

In accordance with Title 23, Section 102(d), an applicant must agree to be finger-printed and pass a background investigation to be eligible for this position. The background investigation may include criminal, financial and traffic records checks. Hiring managers will notify applicants who are in the final stage of the interview process of the finger-printing and background check requirement, to which an applicant must agree to be deemed eligible for this position. Applicant will have the right to withdraw their applications before finger-printing and/or a background investigation is conducted.