[Hiring] Licensing Services Representative @State of Washington

Role Description

We are dedicated to growing a culture of belonging through our values: Respect | Trust | Diversity | Inclusion | Equity.

At the Department of Licensing (DOL), we recognize the importance of work-life harmony and work hard to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers, and help build trust in our government.

Our Vehicle and Vessel Operations unit of our Customer Relations Division is adding a customer-centered Licensing Services Representative to their team!

Our Vehicle and Vessel Operations section is made up of 179 Vehicle Licensing Offices (VLOs) consisting of 39 county Auditor/Agent offices and 140 subagent businesses. This section of our Customer Relations Division oversees more than 15 million transactions and collects approximately $1 billion in revenue biennially, ensuring data integrity and compliance with all laws, rules, contract, policies, and procedures.

If you enjoy providing excellent and consistent training to all internal and external customers, we invite you to apply!

Duties

• Develop and conduct technical training for our licensing subagents and agency employees.
• Lead both in-person and virtual training sessions, helping staff correctly apply state and federal laws, regulations, and policies.
• Assess training needs, develop curriculum and resources, and support consistent, statewide understanding of licensing procedures.
• Develop, implement, and revise policies to align with the interpretation of federal regulations, state laws, contracts, and best practices.
• Research and evaluate training needs to develop individualized or statewide training and/or resources.
• Analyze changes and/or updates to computer system, legislation, policy and procedures to develop and deliver appropriate instructional material.
• Review, maintain and update electronic resources within DRIVES that instruct and provide procedural details for vehicle/vessel licensing and titling transactions.
• Research topics and write decision papers to change and/or update policies for alignment with statutory requirements and operating procedures.
• Create clear, accurate written communications addressing policy and procedural revisions, legislative updates, system changes, and information requests.
• Facilitate policy discussions between internal and external customers.

Qualifications

• Six (6) years of relevant administrative*, supervisory, or management experience.
• Two (2) years of experience and technical knowledge using Microsoft Office products.
• Two (2) years of experience analyzing and interpreting RCWs, WACs, state and federal laws, rules, regulations, statutes, and policies and procedures.
• One (1) year of experience facilitating, leading, training, or presenting information in large groups both in person and over the internet.
• The ability to understand and follow agency values of respect, trust, diversity, equity, and inclusion.
• Promote and support a respectful, equitable, and inclusive workplace for all employees.
• Take action to learn and grow.
• Take action to meet the needs of others.
• Up to four (4) years of relevant education may substitute year for year for experience.

Requirements

• Experience evaluating complex information to ensure accuracy and verifying compliance with rules, laws, policies, procedures or eligibility requirements.
• Knowledge and experience using DRIVES to process transactions and/or query records to assist customers.
• 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 drafting, editing, writing, analyzing, recommending and/or finalizing policies, procedures, laws, rules, and/or other written documents.
• Experience building positive working relationships and establishing trust and credibility with stakeholder groups.
• A Bachelor’s Degree involving major study in accounting, business or public administration, or closely allied field.

Additional Conditions of Employment

• Prior to new hire, a preemployment check including criminal record history will be conducted.
• The ability to travel statewide based on business needs.

How to Apply

• Select the apply button at the top of this job announcement.
• Attach a current cover letter explaining your experience as it relates to this position and why you are interested in this opportunity.
• Ensure all application areas, including supplemental questions and attachments, are completed in full.