Motor Vehicle Associate I

State of Delaware•Dover, DE

About The Position

The Motor Vehicle Associate I performs the full range of essential functions in at least one Driver or Vehicle Services area of the Division of Motor Vehicles. The position provides customer service while processing driver, identity, and motor vehicle transactions and applying relevant laws, rules, regulations, policies, and procedures. 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. Employees may be eligible for promotion to the next level upon satisfactory completion of departmental promotional standards and job requirements.

Requirements

Six months of experience in document processing, including reviewing and evaluating records for completeness and conformity with requirements; resolving deficiencies; interpreting information; and tracking and monitoring activities.
Six months of customer service experience, including providing prompt, accurate, 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.
Legally authorized to work in the United States; the State of Delaware participates in E-Verify and does not provide employment-based sponsorship.
Must undergo pre-employment drug testing following a conditional offer and meet the criminal background check requirement.
Must attend a five-week training program in Dover, Delaware, before reporting to the assigned work location.

Nice To Haves

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

Responsibilities

Process transactions involving driver, identity, and motor vehicle credentials, including issuing, renewing, suspending, or revoking credentials; accessing driving records; inspecting vehicles; assessing fines and penalties; and reviewing customer history for outstanding warrants or credentials issued by other jurisdictions.
Provide customer service to internal and external customers, obtaining information needed to resolve issues and complete transactions.
Identify circumstances outside standard operating procedures and recommend exceptions consistent with applicable laws, rules, regulations, policies, processes, and procedures, while safeguarding customers.
Compute, handle, and account for DMV monies collected and disbursed, and ensure fees and deposits are properly reconciled and deposited.
Interpret, apply, and explain applicable federal, state, and division requirements to the public and other organizations and jurisdictions.
Review and analyze source documents, verify their completeness and authenticity, and determine customer eligibility for credentials and services.
Use multiple manual, computerized, and specialized systems to review documents and complete transactions accurately within established service levels.
Research and evaluate discrepancies, identify exceptions, exercise judgment, and render decisions.
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 perform off-site inspections to verify or assign vehicle identification numbers.
May operate manual and computerized vehicle testing equipment.
Prepare records and reports.