Toll Authority Compliance Associate - Bureau of Motor Vehicles

State of Maine•Augusta, GA

10d•Onsite

About The Position

The Toll Authority Compliance Associate works in the Bureau of Motor Vehicles’ Registration Section as part of a twelve-member team. The role provides administrative and office support and assists customers and branch offices with registration-related questions through telephone, email, and in-person interactions. Work includes processing compliance, reviewing and verifying registration documents, collecting, validating, and reconciling revenue, and entering and maintaining accurate registration records. The position also generates reports and correspondence and certifies records for law enforcement purposes. This is detailed, time-sensitive, computer-based work requiring the ability to learn and apply Maine Title 29-A laws, policies, and procedures. Success depends on strong attention to detail, problem-solving, effective teamwork, and the ability to manage high volumes of calls and paperwork while adapting to changing processes and priorities. The position is based in Augusta, Maine, with a Monday–Friday schedule from 8:00 a.m. to 5:00 p.m. The stated salary range is $18.60–$26.77 per hour, with the position starting at Step 3 ($20.53).

Requirements

Training, education, or experience in office and administrative support work demonstrating competency in quality customer service for complex work assisting the public with applications, fees, examinations, or social services involving eligibility or compliance.
Ability to use independent decision-making to determine appropriate processes, information to process, and actions to take in accordance with standard procedures.
Ability to communicate effectively orally and in writing, including explaining rules and processes clearly to the public.
Ability to complete detailed and accurate work assignments, manage time, and prioritize.
Ability to provide courteous, accurate, and efficient service in a fast-paced setting with a diverse public and handle a high volume of customer interactions professionally.
Ability to work effectively with a team, adapt to new procedures, policies, and technologies, and maintain composure during stressful or difficult customer interactions.
Ability to identify and resolve issues efficiently and handle conflict with patience and professionalism.
Knowledge of Maine Motor Vehicle Statute Title 29-A and Department of the Secretary of State rule chapters.
Knowledge of query and research techniques and Bureau of Motor Vehicles computer systems, including online programs.
Knowledge of Microsoft Office Word, Excel, Access, Outlook, and PowerPoint, and the Internet.
Authorization to work in the United States; the position is not eligible for visa sponsorship or STEM OPT extensions.
Successful completion of a National Criminal Background check, which may include fingerprinting.

Nice To Haves

Digital fluency and a process-improvement mindset.
Comfort learning and adopting new technologies.
Experience streamlining or digitizing paper-based work.
Clear written communication and curiosity about emerging workplace tools.
Judgment to evaluate and verify technology output before relying on it.

Responsibilities

Receive and review customer mail and email, respond to inquiries, and process required paperwork.
Review and process applications and compliance documents, including managing related inbox requests through Outlook.
Respond to written, telephone, and in-person customer inquiries.
Collect, validate, and reconcile revenue.
Verify, enter, and update computer records; identify and resolve data issues and address quality-control concerns.
Assist with calls for the Registration Department.
Review and verify registration documents.
Create reports and correspondence and certify agency records.
Maintain a positive attitude when handling discrepancies and adapt to new processes, standards, and changing priorities.
Apply independent judgment and decision-making in accordance with standard procedures.
Verify, code, compute, and reconcile data on standard documents; recognize work-quality issues and perform intermediate mathematical calculations.
Manage time and prioritize assignments to complete detailed, accurate work on time.
Provide customer service over the phone using proper phone etiquette.

Benefits

13 paid holidays, 12 days of sick leave, and more than three weeks of vacation leave annually; vacation accrual increases with years of service.
Personal leave for overtime-exempt employees.
State payment of 85%–95% of employee-only health insurance premiums, depending on salary.
State payment of 100% of employee-only dental insurance premiums.
State retirement contribution equivalent to 14.06% of employee pay to MainePERS.
Gym membership reimbursement of up to $40 per month.
Health and dependent care flexible spending accounts.
Eligibility for Public Service Student Loan Forgiveness through the State as a qualified employer.
Employee assistance program through the Living Resources Program.
Six weeks of fully paid parental leave for employees welcoming a child, including non-birthing and adoptive parents; additional unpaid leave may be available under the Family and Medical Leave Act.
Voluntary deferred compensation through a MaineSaves 457(b) account.