Vehicle Services Liaison Officer; In-training

Job Title

Vehicle Services Liaison Officer

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 strive 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.

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.

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.

Some of what you will do:

• 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.

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…