Motor Vehicle Associate III

State of Delaware•Dover, DE

3d•Onsite

About The Position

The Division of Motor Vehicles (DMV) aims to provide excellent transportation services by offering courteous and efficient service to the public, protecting Delaware residents by validating licensed drivers, and ensuring safe and non-polluting vehicles operate on Delaware roadways. Additionally, it provides a safe, efficient, and environmentally sensitive Toll network with convenient and cost-effective options for processing vehicular traffic. This position requires knowledge and expertise in DMV systems, standard operating procedures, laws, rules, and regulations, as well as front-line processes. The environment changes daily, and an understanding of the processes is critical given the complexity of the responsibilities. The incumbent will serve as a subject-matter expert and quality-assurance resource, performing system testing, collaborating with DTI on technology initiatives, and supporting the implementation of new procedures for front-line staff. This position will provide technical and operational support to the Driver Services Program Manager.

Requirements

Two years experience in document processing which includes reviewing and evaluating records for completeness and conformity with laws, rules, regulations, standards, policies and procedures, resolve deficiencies, interpret information, and track and monitor activities.
Two years experience in customer service such as providing prompt, accurate, and courteous service to customers seeking information, answering requests as quickly as possible, ensuring customers are satisfied with service, and responding to complaints.
Two years experience in applying motor vehicle laws, rules, regulations, standards, policies and procedures.
Two years experience in using an automated information system to enter, update, modify, delete, retrieve/inquire and report on data.
One year of experience in operating equipment used in driver or vehicle services such as motor vehicle document scanners, motor vehicle authenticators, motor vehicle credential printers, brake machines and/or vehicle emissions testing equipment.
Knowledge of staff supervision acquired through course work, academic training, training provided through an employer, or performing as a lead worker overseeing the work of others; OR supervising staff which may include planning, assigning, reviewing, and evaluating the work of others; OR supervising through subordinate supervisors a group of professional, technical, and clerical employees.
Possession of a valid Driver's License (not suspended, revoked or cancelled, or disqualified from driving).

Nice To Haves

Able to speak, read and write in English and Spanish fluently.

Responsibilities

Processes a variety of transactions such as issuing, renewing, suspending, and/or revoking driver, identity, and motor vehicle credentials; accessing driving records; inspecting vehicles; assessing fines and penalties; and reviewing customer history to identify outstanding warrants and/or licenses/IDs issued by other jurisdictions.
Delivers excellent customer service to internal and external customers by obtaining business, personal, and/or sensitive information in order to assist customers with all transactions necessary to resolve issues.
Identifies situations outside of standard operating procedures and makes recommendations for exceptions in accordance with laws, rules, regulations, policies, processes, and procedures, while safeguarding customers.
Accurately computes, handles, and accounts for all DMV monies collected and disbursed for transactions including, but not exclusively, driver license, ID cards, titles, registrations, insurance and driver improvement fees and penalties, Federal Unified Carrier fees, Federal Highway Vehicle Use Tax, International Fuel Tax Agreement (IFTA) and International Registration Plan (IRP).
Ensures all fees and deposits are reconciled and deposited correctly.
Interprets, applies, and explains driver, identity, and motor vehicle federal, state, and division laws, rules, regulations, policies, processes, procedures, programs, and eligibility to the public, attorneys, lien and insurance companies, court and law enforcement personnel, automobile dealers, government agencies, businesses, and other states’ jurisdictions.
Reviews and analyzes various source documents such as birth certificates, passports, court documents, bills of sale, wills, and powers of attorney required in the issuance of driver, identity, and motor vehicle credentials; ensures validity, completeness of documents, and authenticity.
Accesses various manual, computerized, and specialized systems simultaneously to review and analyze source documents, determine customer’s eligibility for services, and complete transactions accurately and within any established service levels.
Researches, evaluates, analyzes, and uses judgment to resolve discrepancies, identify exceptions, and render decisions.
Answers customer questions and completes 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, and/or road examinations to evaluate drivers’ knowledge and skills to safely operate motor vehicles.
May inspect vehicle equipment such as lights, horns, windshield wipers, turn signals, brakes, emissions and exhaust systems for automobiles, buses, trucks, motorcycles, mobile homes and other vehicles; completes off-site inspections for verification or assignment of vehicle identification number.
May operate manual and computerized vehicle testing equipment.
Prepares a variety of records and reports.