Motor Vehicle Associate I

State of Delaware•Dover, DE

About The Position

The Division of Motor Vehicles provides public transportation services by verifying licensed drivers and helping ensure safe, non-polluting vehicles operate on Delaware roadways. The Motor Vehicle Associate I performs the full range of essential functions in at least one Driver or Vehicle Services functional area. The selected applicant must attend a five-week training program in Dover, Delaware, before reporting to their assigned work location. The position reports to a Motor Vehicle Associate Supervisor. The role processes driver, identity, and motor vehicle transactions; provides customer service; interprets and applies applicable laws and procedures; reviews documents and customer histories; and accurately handles and reconciles fees and deposits. Depending on assignment, duties may also include administering driver examinations, inspecting vehicles, operating vehicle testing equipment, and completing off-site vehicle identification inspections. The State of Delaware requires applicants to be legally authorized to work in the United States and does not provide employment-based sponsorship. This position is covered by a collective bargaining agreement. A satisfactory criminal background check and pre-employment drug test are required. New hires must attend Statewide New Employee Orientation on their first day. The State of Delaware is an Equal Opportunity employer and provides accommodations for applicants with disabilities.

Requirements

Six months of experience in document processing, including reviewing and evaluating records for completeness and conformity with laws, rules, regulations, standards, policies, and procedures; resolving deficiencies; interpreting information; and tracking and monitoring activities.
Six months of customer service experience, including providing prompt, accurate, and courteous service, responding to requests and complaints, and ensuring customer satisfaction.
Six months of experience applying laws, rules, regulations, standards, policies, and procedures.
Six months of experience using an automated information system to enter, update, modify, delete, retrieve or inquire about, and report on data.
Possession of a valid driver’s license that is not suspended, revoked, cancelled, expired, or disqualified from driving.
Legal authorization to work in the United States.
Satisfactory criminal background check and successful completion of pre-employment drug testing.

Nice To Haves

Ability to read, write, and speak English and Spanish fluently.

Responsibilities

Process transactions involving the issuance, renewal, suspension, or revocation of driver, identity, and motor vehicle credentials; access driving records; inspect vehicles; assess fines and penalties; and review customer history for outstanding warrants or credentials issued by other jurisdictions.
Provide courteous and effective service to internal and external customers, obtaining business, personal, or sensitive information needed to complete transactions and resolve issues.
Identify situations outside standard procedures and recommend exceptions in accordance with applicable laws, rules, regulations, policies, processes, and procedures while safeguarding customers.
Compute, handle, and account for DMV monies collected and disbursed, including fees and penalties related to licenses, ID cards, titles, registrations, insurance, driver improvement, federal carrier fees, vehicle use tax, IFTA, and IRP.
Reconcile fees and deposits and ensure they are deposited correctly.
Interpret, apply, and explain driver, identity, and motor vehicle laws, regulations, policies, procedures, programs, and eligibility requirements to members of the public and other stakeholders.
Review source documents, including birth certificates, passports, court documents, bills of sale, wills, and powers of attorney, to verify completeness, validity, and authenticity.
Use multiple manual, computerized, and specialized systems to review documents, determine eligibility, and complete transactions accurately within established service levels.
Research and analyze discrepancies, identify exceptions, exercise judgment, and make decisions to resolve customer issues.
Answer questions and complete transactions for non-DMV services, including voter and organ/tissue donor registration, warrant resolutions, red light violations, and E-ZPass transponders.
May administer vision, written, oral, or road examinations to evaluate drivers’ knowledge and skills.
May inspect vehicle equipment and emissions or exhaust systems and complete off-site inspections to verify or assign vehicle identification numbers.
May operate manual and computerized vehicle testing equipment.
Prepare records and reports.