Vehicle Services Liaison Officer (In-training)

Vehicle Services Liaison Officer

The Department of Licensing is seeking an organized and friendly Vehicle Services Liaison Officer to join the Vehicle and Vessel Operations team! We are one of the most public facing state agencies and the second largest revenue generating agency in Washington State. We regularly interact with over 6 million Washington residents and collect nearly $3 billion in taxes and fees annually. We know our services are essential to our customers' ability to live, work, drive, and thrive. We take this responsibility seriously and are committed to ensuring every resident has equitable and meaningful access to our services.

Are you ready to begin your career with the State of Washington right here at DOL, if so, read on! This is an in-training opportunity and will be hired as a Vehicle Services Liaison Officer 1. You will be required to successfully complete the training plan in order to promote to a Vehicle Services Liaison Officer 2.

Duties

As the Vehicle Services Liaison Officer, you will assist our Vehicle Licensing Offices in ensuring customers receive accurate and timely documents and services. Your day will consist of providing immediate technical assistance and escalated support by analyzing and resolving complex situations over the phone and in written correspondence. You will be expected to apply sound judgment and critical thinking to provide effective solutions for customer situations that fall outside standard procedures. In this role, you will have a direct impact on our ability to fulfill our purpose of helping every Washington resident live, work, drive, and thrive.

• Troubleshoot and provide technical assistance to resolve hardware, software application, and network computer problems.
• Analyze information and data to develop recommendations for DRIVES system changes to ensure accurate records and resolve customer issues.
• Exercise delegated authority to waive requirements or make exceptions within the boundaries of complex title and licensing laws, rules, policies and procedures.
• Monitor and review licensing transactions for accuracy and compliance.
• Identify, document, and report training and compliance issues for Vehicle Licensing Offices.
• Perform record corrections to maintain accurate records and ensure customers have correct documents.

Qualifications

What you will bring: Six (6) years of professional or customer service experience in vehicle and/or vessel titling and registration, or in the investigation and analysis of credit or financial conditions or in a related field.

Experience must include:

• Two (2) years of experience analyzing and interpreting RCWs, WACs, state and federal laws, rules, regulations, statutes, policies and procedures and applying them in relevant work experience to communicate to customers, clients, or stakeholders and/or resolve customer complaints, inquiries, and complex problems.
• 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.

Relevant education or experience in Business, Public Administration, Traffic Administration, Pre-Law, Social Science, or related may substitute year for year for experience. What may set you apart:

• Knowledge and experience using DRIVES to process transactions and/or query records to assist customers, user interfaces, web-based applications, and retrieving/updating data from unique department database systems.
• Knowledge of vehicle/vessel title and licensing processes obtained by processing transactions as a Licensing Service Representative, Vehicle Licensing Representative or a dealer title clerk.
• Experience facilitating, leading, training or presenting information in large groups both in person and over the internet, using visual aids and presentation software and encouraging cooperation, solutions, integration of ideas, and information to form effective goals, objectives, and timelines.
• Additional education and/or experience above the minimum.

Additional conditions of employment:

• Prior to new hire, a preemployment check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.
• In office attendance may be required at our Olympia location to meet business needs.

Supplemental Information

Come join us in changing the way government delivers services and help build a legacy of commitment to and excellence in diversity, equity, and inclusion! We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, and veterans. We value the unique traits and attributes that each employee brings to the job. Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington.

Veteran/Military Spouse Preference Notice To take advantage of veteran/military spouse preference, please notify the Talent Acquisition Team. Use a subject line that includes the title of this recruitment.

The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, religion, sex (including gender identity), marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability. Persons requiring accommodation in the application process, during the recruitment process, or who need this job announcement in an alternative format, may contact the Human Resources Office at 360-902-4000 or may email the Talent Acquisition Team.