Customer Service Representative 4

Arizona Department of Administration • Tucson, AZ

1d • Onsite

About The Position

Under minimal supervision, perform senior level or lead customer service activities in field office; managing the most complex customer service complaints, inquiries, and issues that may include specialized instruction, training or certification in specialized areas of expertise; train lower level staff, and monitor and manage workflow within the unit, evaluating and recommending changes to work processes and procedures. May serve as back up for supervisor.

Requirements

• Knowledge of ARS Title 28 provisions and related directives, rules, regulations, policies and procedures pertaining to licensing of motor vehicle operators and titling and registration of motor vehicles, fraudulent document recognition, voter registration, selective service and organ donor registration
• Knowledge of public and customer relations
• Knowledge of fraudulent document recognition with successful completion of AAMVA Fraudulent Document Recognition Training, Arizona Version/Level I and Level II
• Knowledge of proper incident reporting and investigation procedures
• Skill in active listening, critical thinking, reading comprehension, oral and written communication, and problem resolution techniques, actively looking for ways to help people
• Skill in data entry, retrieval and analysis skills
• Ability to proficient in the use of electronic verification systems and fraud detection equipment/tools to identify suspicious or fraudulent source documents and the various systems and administration of written driver test
• Ability to manage files and records, designing forms and evaluation of customer satisfaction
• Must possess and retain a current, valid class-appropriate driver’s license
• Must complete all required training
• Must successfully pass all necessary driver’s license record checks
• Must maintain acceptable driving records
• Must complete all required driver training
• Must maintain the statutorily required liability insurance (if operating a personally owned vehicle on state business)
• Must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify)

Nice To Haves

• Experience as MVD Customer Service Representative
• AAMVA Fraudulent Document Recognition Training
• Completion of MAX and Q-Series Training (Q-1 through Q-4)

Responsibilities

• Specialize in identity document verification and advise other CSRs on procedure to issue credential to foreign applicants
• Perform second level approval/issue credential
• Utilize electronic verification systems/fraud detection tools to identify suspicious or fraudulent documents
• Prepare incident reports for OIG of suspect documents and assist during an investigation
• Examine, approve, reject or deny T&R applications and legal documents
• Assure compliance and conformance to ARS and MVD directives, rules, regulations, policies and procedures
• Process approved application
• Return rejected or denied submissions for correction
• Query, update and/or create records on various databases
• Examine operator/CDL license history
• Review data for outstanding citations or warrants
• Determine eligibility for license
• Inform customer of outstanding violations and recommend actions for correction
• Analyze historical records
• Evaluate for reinstatement rights

Benefits

• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program)
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

What This Job Offers

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