Professional Licensing Representative (PLR1)

State of Washington•Thurston County – Olympia, WA

5d•Hybrid

About The Position

The Department of Licensing (DOL) is seeking two customer-focused Professional Licensing Representatives for its License Endorsement and Traffic Safety (LETS) section. This role involves reviewing driver education voucher and professional licensing applications to ensure compliance with requirements, maintaining accurate records, and providing exceptional customer service via phone and in writing. The position plays a crucial role in protecting public safety and assisting customers in accessing agency services. The DOL is committed to a culture of belonging, emphasizing values of Respect, Trust, Diversity, Inclusion, and Equity, and promoting work-life harmony.

Requirements

Four (4) years of experience providing professional customer service in person, writing and/or by phone with the ability to remain calm and neutral, listen attentively to identify issues, and provide assistance to customers, to resolve complaints or questions using knowledge and interpretation of laws, rules and regulations.
OR Two (2) years of technical experience in a licensing or regulatory program.
Up to two (2) years of education in Business or Public Administration may substitute year for year for experience.
Two (2) years of experience and technical knowledge using Microsoft Office products such as Outlook, Word, Excel, PowerPoint, OneNote, and other common MS Office products.
One (1) year of experience composing clear, professionally appropriate, technically correct, and step-by-step instructions or written responses to customers.
One (1) year of experience and knowledge accessing, inputting, and maintaining records into multiple database systems with the ability to break down and sort data from various sources, identifying key information, trends and patterns.
One (1) year of experience interpreting RCWS, WAC, laws, statutes regulations, rules, policies, and law codes and applying them in relevant work experience to communicate to customers/clients.
The ability to understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors, and decisions.
Promote and support a respectful, equitable, and inclusive workplace for all employees.
Promote and support respectful, equitable, and inclusive delivery of services to customers.
Take action to learn and grow.
Take action to meet the needs of others.

Nice To Haves

Experience with statewide online systems and applications, user interfaces, web-based online applications, and retrieving documents from department databases, systems, and records.
Knowledge, understanding, or experience with specific driver training school, testing, endorsement, or safety licensing laws.
Experience working with grants, vouchers, or similar financial based programs.
Experience in a regulatory licensing environment.

Responsibilities

Approve and deny applicants for voucher awards.
Review driver training applications for voucher program participation.
Maintain information for driver training education voucher applicants and current licenses in the department’s voucher management system.
Process voucher program participation renewals.
Assist driver training schools with submitting invoices and ensuring payment is received.
Assist voucher applicants with questions related to program eligibility and distribution of awards.
Provide exceptional customer service to voucher applicants and participating Driver Training schools by phone and in writing.
Offer guidance on application requirements and technical assistance.
Maintain and update current information for applicants and participating schools.