Issue Resolution Analyst (Limited Duration) (State Employees Only)

State of Oregon•Salem, OR

4d•$4,519 - $6,904•Hybrid

About The Position

This is a limited duration appointment that is expected to end on or before December 31, 2027. This position offers hybrid work! Frequency to be determined by successful candidate and hiring manager. The Oregon Department of Transportation provides a safe and reliable multimodal transportation system that connects people and helps Oregon's communities and economy thrive. We encourage people from all backgrounds and abilities to apply for our positions. If you are a current State of Oregon employee, you must apply through your employee Workday profile.

Requirements

Any combination of experience or education equivalent to three years technical-level experience that typically supports the knowledge and skill requirements listed for the classification; OR A bachelor's degree in business or public administration, behavioral or social sciences, or a degree related to the agency program that demonstrates the capacity for the knowledge and skills.
Must be a current State of Oregon employee at time of application in a permanent, seasonal, limited duration or temporary position to be eligible for this position.

Nice To Haves

Experience explaining complex program information to diverse audiences so they can make informed decisions.
Ability to resolve complex customer issues and complaints.
Experience reviewing customer service data to monitor performance, ensure quality, and identify opportunities for continuous improvement.

Responsibilities

Provide and explain OReGO program rules, processes and options to incoming, current and exiting participants and service providers.
Serve as the first point of contact for participants, potential participants, dealerships, DMV staff, AM staff and others with program or system questions.
Coordinate with account manager customer service teams to research, address and resolve inquiries, issues and complaints.
Handle escalated customer service issues and resolve when further elevation is needed for resolution.
Monitor OReGO and DMV systems for new accounts needing ownership and vehicle eligibility verification.
Document customer questions and complaints and assist with enrollment and account setup for the ODOT program option.
Recommend and process refunds when appropriate, following established program procedures.
Review reports, data and customer feedback to recommend service improvements, procedure updates and system refinements.
Assist program data management, including reconciling data across systems and participating in data governance activities.