Licensing Specialist

State of Montana•Helena, MT

11d•Onsite

About The Position

The ideal candidate will excel in a fast-paced, high-volume contact center environment. This is fundamentally a call center position, with the focus dedicated to handling inbound phone inquiries. The Licensing Call Center processes between 45,000 and 65,000 calls annually. Alongside phone queues, this role requires processing various application types, managing inventory shipments to Ambassadors and Regional Offices, and completing other administrative tasks. To succeed, you must possess strong communication skills, thrive under pressure to meet tight deadlines, and prioritize tasks effectively. We are seeking an independent, quick learner who can easily apply past experiences to new situations. Daily operations rely heavily on the Automated Licensing System (ALS). It is essential to learn and understand how the ALS functions, implement complex licensing procedures, interpret technical regulations, and formulate solutions to resolve customer issues. Additionally, because FWP is currently reviewing the existing system and building a new licensing system, the ideal candidate must be highly detail-oriented and capable of thoroughly testing new system functionalities. The ability to clearly communicate how a system should function is a key requirement. Exceptional communication skills are vital for engaging with both the public and internal teams. You must be friendly, collaborative, and able to work seamlessly with current staff and various other work units. The ability to communicate patiently and clearly with a diverse group of individuals, ranging from those who understand licensing processes to those completely unfamiliar with them, is essential.

Requirements

Strong communication skills
Ability to thrive under pressure to meet tight deadlines
Ability to prioritize tasks effectively
Independent, quick learner
Ability to apply past experiences to new situations
Detail-oriented
Ability to thoroughly test new system functionalities
Ability to clearly communicate how a system should function
Friendly, collaborative
Ability to work seamlessly with current staff and various other work units
Ability to communicate patiently and clearly with a diverse group of individuals
Ability to work with a diverse group of people
Extensive knowledge of office management practices
Ability to communicate effectively both verbally and in writing
Technical knowledge of Montana Codes Annotated, Administrative Rules of Montana, and Annual Rule Procedures
Considerable knowledge of working with complex internal systems
Understanding of internal accounting control procedures
Working knowledge of current system analysis design, testing and maintenance techniques and practices
Ability to recognize, analyze and solve complex problems
Ability to develop and implement complex licensing procedures
Ability to interpret complex licensing information and circumstances and formulate solutions/recommendations to resolve licensing issues
Ability to learn quickly and independently
Ability to work under pressure to meet deadlines and prioritize work
High School diploma and four years progressively responsible administrative experience, including public relations, information processing, and/or administrative research.

Nice To Haves

Experience in a fast-paced, high-volume contact center environment
Experience with Automated Licensing System (ALS)

Responsibilities

Supports operation of the department’s licensing system.
Coordinate with the department’s Technology Services Division the implementation of the department’s licenses system.
Ensures that system operates in compliance with all Montana licensing laws, rules, policies and procedures.
Identifies programmatic bugs or desired improvements, documents and elevates for management review.
Ensure that all changes made relative to licensing issues are thoroughly tested and function as expected before being moved into the system’s production environment.
Research and answers agency, provider or other user questions related to operation of the department’s licensing system.
Provides guidance to users of the system to ensure correct and effective use.
Help users identify any aspect of the system which can be beneficial in the performance of their job.
Monitors and implements procedures for accurate and timely completion of special permits/license drawings.
Participates in the development and incorporation of procedure and/or policy changes based on MCA and ARM requirements.
Provide technical assistance and training to department staff and license providers regarding licensing operations.
Disseminate program information to the public to increase awareness of program services, ensure compliance with state and federal requirements and foster support and understanding of program objectives.
Respond to inquiries and provide information and technical assistance regarding functions, authorities and responsibilities of the Licensing Bureau to the public to ensure they understand their rights and legal processes and facilitate the operations of the office. Including remaining current with legal and administrative requirements, researching licensing, hunting and fishing manuals, directories, books and guides and explaining rights and requirements in a clear and understandable manner.
Assist the public and license providers in processing and submitting license applications and special drawing information.
Interpret licensing processes, procedures and conduct research into special requests and functions and responsibilities of other department personnel to determine appropriate response.
Deescalate conflict situations with angry or frustrated customers including use of empathy and by calmly and patiently explaining licensing procedures and special drawing processes, the authority and jurisdiction of the department and bureau by using conflict resolution techniques.
Receive complaints and conduct initial complaint reviews, provide required notifications to the supervisor or other appropriate department staff, record complaints and mediating contentious and or confrontational situations with involved or affected parties (e.g., providers and applicants).