License - Public Services Specialist

License-Public Services Center Specialist

The License-Public Services Center Specialist provides a number of advanced technical tasks requiring specialized knowledge, independent judgment, and interpretation and provides customer service to the public in obtaining licenses, vehicle titles, and legal documents such as passports and marriage licenses.

The License-Public Services Center Specialist provides a number of advanced technical tasks requiring specialized knowledge, independent judgment, and interpretation and provides customer service to the public in obtaining licenses, vehicle titles, and legal documents such as passports and marriage licenses.

Minimum qualifications:

Requires a high school diploma or equivalent and three years of progressively difficult technical license center and/or public service counter work experience including one year of customer service experience or equivalent education and experience. Within a year of being appointed to the position, State certification as a License Title Agent or Federal certification as a Passport Acceptance Agent must be obtained and must be renewed as required by passing a written exam.

Other certifications or licenses from federal and state agencies may be required to perform the functions of the job. Core competencies, job specific knowledge, skills and abilities required for successful job performance include:

• Support and prioritize a welcoming and respectful workplace that fosters diversity and encourages contributions from all individuals;
• Provide inclusive and equitable service to all members of the community with dignity and respect;
• Demonstrate support for the County's diversity, equity and inclusion program;
• Demonstrates knowledge of policies, regulations, statutes, procedures, forms, terminology, and practices associated with licenses, vehicle titles and legal documents such as passports and marriage licenses.
• Responds to requests for service and assistance from both County staff and taxpayers/customers sharing specialized expertise.
• Utilizes a variety of computer software programs.

Provide customer service:

• Respond to customer inquiries for various legal documents, related processes and services;
• Resolve discrepancies and customer escalations;
• Communicate accurate information to public regarding laws, statutes, policies, and procedures; interpret County, State and Federal rules, regulations, statutes and policies for customers;
• Process transactions, collect fees, process over payments and identify errors;
• Make referrals to other departments as necessary;
• Review, analyze and verify records, reports, applications and other documents;
• Process financial transactions; calculate and collect fees and funds and process payment adjustments; and
• Act as a resource person for staff inquiries; conduct research in order to respond

Perform administrative duties:

• Coordinate the workflow of activities necessary to complete documents, maintain records or generate reports with other divisions within the department;
• Process incoming and outgoing mail;
• Close and balance receipts daily;
• Enter and maintain various records;
• Prepare and proof memos, correspondence, forms, statistical data, reports and other documents;
• Prepare a variety of reports;
• Train staff on new methods, processes, law changes and new technologies; and
• Help develop processes, procedures and forms to increase the efficiency of operations.

Perform other duties as assigned. Work environment:
Work is performed, primarily standing, within license centers and public service desk and includes frequent position changes in response to customer needs. Lifting requirement of 15-20 pounds on an occasional basis. Wrist and finger manipulation due to filing, compiling, calculating or computer work. Equipment used may include but is not limited to computer, typewriter, calculator, telephone, copy and fax machine, cash register and equipment unique to the Property Records & Taxpayer Services department.

Work interruptions are frequent. There is some pressure associated with dealing with individuals who may be emotionally charged and with project or activity deadlines and details. Driving or riding to work at a service center, attend meetings, participate in or lead training sessions, etc. may be required. Must have own means of reliable transportation for business purposes; individuals operating a motor vehicle for county business must possess a valid driver's license.

Additional physical/mental requirements that may occur, may not be listed above, but are inherent performing the position's essential functions. Additional physical/mental requirements that occur may not be listed above, but are inherent in performing the position's essential functions.