Licensing Services Representative (LSR4)

State of Washington•Thurston County – Olympia, WA

5d•Hybrid

About The Position

The Department of Licensing (DOL) is seeking a customer-centered Licensing Services Representative to join their Vehicle and Vessel Operations unit within the Customer Relations Division. This section manages 179 Vehicle Licensing Offices, overseeing over 15 million transactions and collecting approximately $1 billion in revenue biennially. The role focuses on ensuring data integrity and compliance with all relevant laws, rules, contracts, policies, and procedures. The ideal candidate will enjoy providing excellent and consistent training to internal and external customers.

Requirements

Six (6) years of relevant administrative, supervisory, or management experience.
Two (2) years of experience and technical knowledge using Microsoft Office products.
Two (2) years of experience analyzing and interpreting RCWs, WACs, state and federal laws, rules, regulations, statutes, and policies and procedures and applying them in relevant work experience to communicate to customers, clients, or stakeholders and/or resolve customer complaints, inquiries, and complex problems.
One (1) year of experience facilitating, leading, training, or presenting information in large groups both in person and over the internet, using visual aids and presentation software and encouraging cooperation, solutions, integration of ideas, and information to form effective goals, objectives, and timelines.
The ability to understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors and decisions.
The ability to promote and support a respectful, equitable, and inclusive workplace for all employees.
The ability to promote and support respectful, equitable, and inclusive delivery of services to customers.
The ability to take action to learn and grow.
The ability to take action to meet the needs of others.
Up to four (4) years of relevant education may substitute year for year for experience.
Work authorization that does not require sponsorship by the employer for a visa now or in the future.

Nice To Haves

Experience evaluating complex information to ensure accuracy and verifying compliance with rules, laws, policies, procedures or eligibility requirements to receive a product of service.
Knowledge and experience using DRIVES to process transactions and/or query records to assist customers.
Knowledge of vehicle/vessel title and licensing processes obtained by processing transactions as a Licensing Service Representative, Vehicle Licensing Representative or a dealer title clerk.
Experience drafting, editing, writing, analyzing, recommending and/or finalizing policies, procedures, laws, rules, and/or other written documents related to business operations using clear, active language and applying plain talk principles or clear communication guidelines.
Experience building positive working relationships and establishing trust and credibility with stakeholder groups, responding to their questions and concerns, identifying opportunities and challenges, proposed solutions, and offering ideas for consideration.
A Bachelor’s Degree involving major study in accounting, business or public administration, or closely allied field.

Responsibilities

Develop and conduct technical training for licensing subagents and agency employees.
Lead in-person and virtual training sessions to ensure correct application of state and federal laws, regulations, and policies.
Assess training needs, develop curriculum and resources, and support consistent, statewide understanding of licensing procedures.
Develop, implement, and revise policies to align with the interpretation of federal regulations, state laws, contracts, and best practices.
Research and evaluate training needs to develop individualized or statewide training and/or resources.
Analyze changes and/or updates to computer systems, legislation, policy, and procedures to develop and deliver appropriate instructional material.
Review, maintain, and update electronic resources within DRIVES that instruct and provide procedural details for vehicle/vessel licensing and titling transactions.
Research topics and write decision papers to change and/or update policies for alignment with statutory requirements and operating procedures.
Create clear, accurate written communications addressing policy and procedural revisions, legislative updates, system changes, and information requests.
Facilitate policy discussions between internal and external customers.