Customer Representative Associate II / Bureau of Motor Vehicles / Anticipated Vacancy

Secretary of State • Augusta, GA

12d • Onsite

About The Position

This is a professional role that involves maintaining accurate driving/vehicle records as it pertains to accidents for the Secretary of State Bureau of Motor Vehicles, Driver's License Division. As a Customer Representative Associate II, Financial Responsibility/Accident Unit.

Requirements

• Demonstrated ability to provide courteous, accurate, and efficient service in a fast-paced setting with a diverse public.
• Comfortable handling large numbers of customer interactions per day while maintaining composure and professionalism.
• Work effectively within a team, supporting shared goals and contributing to a respectful, productive workplace.
• Adjust quickly to new procedures, policies, and technologies as agency needs evolve.
• A focus on accuracy and thoroughness in completing tasks and managing responsibilities.
• Confidently make informed decisions and stay solution-focused while managing multiple priorities without sacrificing accuracy or customer satisfaction.
• Strong verbal and written communication skills to explain complex rules and processes in a way that is easy for the public to understand.
• Identify and resolve issues efficiently while maintaining a calm and helpful demeanor.
• Consistently represent the Department with respect, integrity, and accountability.
• Empathetic, self-aware, and able to manage high-stress interactions with tact.
• Handle difficult or emotional customer situations with patience and effectiveness.
• Prioritize tasks and complete assignments accurately and on time.
• Dedication to high-quality work, accuracy, and upholding public trust.
• A mindset focused on improving processes, learning new skills, and supporting team development.
• Training, education, or experience in office and administrative support work that demonstrates 1) competency in applying a solid knowledge of the principles and practices of quality customer service to perform complex work in assisting the public with applications, fees, examinations, or social services that have an eligibility or compliance component; and 2) the ability to use independent decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures.
• All positions in this classification assume the qualifications of: Customer Representative Assistant I, Customer Representative Assistant II and Customer Representative Associate I.

Nice To Haves

• Comfort learning and adopting new technologies
• Experience streamlining or digitizing paper-based work
• Clear written communication
• Curiosity about emerging workplace tools
• The judgment to evaluate and verify their output before relying on it.
• Knowledge of applicable policies, procedures, laws, and regulations related to accident reporting and financial responsibility, with proficiency in Microsoft Office products.
• Ability to review, process, and track financial responsibility and accident-related documents, including SR-22 filings and insurance compliance records; resolve routine compliance issues; and provide effective assistance to customers, insurance providers, and law enforcement regarding financial responsibility and accident reporting requirements.

Responsibilities

• Learn and perform the duties of the Customer Representative Associate II, in the Accidents and Financial Responsibility Unit.
• Enter SR22 and SR26 filings, dismissals, uninsured accidents, 3 accident review, and judgements.
• Cross train for and perform tasks associated with the daily operation of the Accidents and Financial Responsibility Unit.
• Perform these tasks independently, as needed, without direction from a supervisor.
• Understand, stay up to date with, and independently explain to customers: departmental rules, regulations, and policies, accurately; regarding Accidents and Financial Responsibility subject matter.
• Use available information, manuals, and publications, to resolve situations, convey information, and answer questions from the public.
• Make notes for future reference in areas of question or uncertainty.
• Generate customer correspondence and documents, accurately; distributing them via regular mail, fax, email or walk in customer.
• Collect and accurately process fees through the “Point of Sale” program, for Accidents and Financial Responsibility related transactions.

Benefits

• 13 paid holidays
• 12 days of sick leave
• 3+ weeks of vacation leave annually
• Vacation leave accrual increases with years of service
• Overtime-exempt employees receive personal leave.
• Health Insurance Coverage: The State of Maine pays 85%-95% of employee-only premiums ($11,196.96 - $12,514.32 annual value), depending on salary.
• Dental Insurance: The State of Maine pays 100% of employee-only dental premiums ($387.62 annual value).
• Retirement Plan: The State contributes the equivalent of 14.11% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed