Customer Service Representative II, RMV - Titles

Commonwealth of Massachusetts•Quincy, MA

11h•Onsite

About The Position

The incumbent will perform clerical duties of a complex nature, requiring a high degree of initiative and the ability to make independent decisions. This role necessitates an extensive knowledge of the functions of the vehicle service operations fulfillment dept within the Registry of Motor Vehicles, particularly within the context of the ATLAS program and RMV standards.

Requirements

At least (A) two years of full-time or equivalent part-time, experience in a position, the major duties of which included, cash handling and working directly with clients or customers; or experience providing information to clients, customers or the general public on services, procedures and requirements, which included entering or retrieving data using computer systems.
Applicants must agree to and successfully pass a background check of criminal justice information and satisfactory review of driving record to be eligible for this position.

Nice To Haves

Extensive knowledge of the functions of the vehicle service operations fulfillment dept within the Registry of Motor Vehicles, particularly within the context of the ATLAS program and RMV standards.

Responsibilities

Ensure all registration and title transactions are processed in a timely manner according to SOP's.
Track and ensure all Work Queues are being maintained and completed.
Follow the Certificate of Title Law and make sure it is administered correctly in the issuance and processing of motor vehicle and trailer titles.
Serve as subject matter expert (SME) utilizing all available resources to interpret, effectively implement, monitor, and reinforce statutes, regulations, policies and procedures.
Assist the Title Division and QHQ staff with problem resolution.
File work by day and destroy based on the retention schedule.
Determine whether applications should be rejected or processed.
If rejected send customer correspondence.
Provides information and instruction to customers and RMV Service Center concerning policies and procedures, via telephone, email, fax or mail.
Answer Five-9 line and return voice mails.
Utilizes Atlas to research and resolve issues from customers, business partners, and other RMV areas.
Reconciles financial receipts and prepares daily bank deposits.
Opens and closes the office.
Reconciles daily deposit at the end of the day.
Ensure customer problems are properly identified and acted upon.
Assist Supervisor as needed.
Maintain a harmonious and respectful relationship with fellow co-workers.
Assist in all areas of Vehicle Service based on business needs.