Licensing Services Representative; LSR

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!

As the Vehicle and Vessel Licensing Services Representative, you will develop and conduct technical training for our licensing subagents and agency employees. You’ll lead both in-person and virtual training sessions, helping staff correctly apply state and federal laws, regulations, and policies. In this role, you will assess training needs, develop curriculum and resources, and support consistent, statewide understanding of licensing procedures.

You will also develop, implement, and revise policies to align with the interpretation of federal regulations, state laws, contracts, and best practices. Your work in this role will have a direct impact on our ability to help every Washington resident live, work, drive, and thrive.

• 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.

• Six (6) years of relevant administrative*, supervisory, or management experience.
• Experience must include:
  • 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 and applying them in relevant work experience to communicate to customers, clients, or stakeholders and/or resolve customer complaints, inquiries, and complex problems.
  • One (1) year of 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.
  • 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…