DRIVER & CREDENTIAL HELPDESK CSR

State of New Hampshire; Concord (NH); On-site; USD 27,000 - 36,000; Part time

Job summary

The State of New Hampshire, Department of Safety, Division of Motor Vehicles, Bureau of Financial Responsibility, seeks a Driver & Credential Helpdesk CSR (Part-Time) in Concord. The role supports AAMVA network systems and CDLIS/PDPS transactions with a focus on accurate data and high-quality customer service.

Responsibilities include reviewing system reports, assisting customers with network transactions, and coordinating with other states.

Qualifications

• Equivalent combination of 2.5 years of education and experience after completion of high school.
• Must pass a fingerprint based criminal background check and motor vehicle record check to ensure suitability for exposure to confidential information.
• May be required to work a flexible schedule including, but not limited to, early morning, evening and/or weekend hours.
• May be required to travel throughout the State and work at various satellite offices for periods of time.
• Experience in clerical work, customer service or data entry is preferred.

Responsibilities

• Receives and reviews AAMVA system reports to ensure FMCSA reporting requirements for CDLIS. Verifies status of flagged records and makes corrections as needed.
• Assists customers with AAMVA network transactions such as suspensions, broken or duplicate pointers, and incorrect data.
• Corresponds with other states to troubleshoot discrepancies or errors in transactions related to driver license restoration or issuance.
• Provides technical guidance to DMV staff to assist with researching and validating information or error messages in the AAMVA system.
• Answers questions at the customer counter and by phone regarding NH motor vehicle laws and rules.
• Assists DMV staff with data cleansing initiatives to ensure FMCSA compliance.
• Collaborates with training personnel to identify and document best practice policies for AAMVA transactions and processes.
• Evaluates motor vehicle conviction data to identify patterns for standardized processes.
• Attends meetings and AAMVA/CDLIS/FMCSA functions to stay current on program information.

Job description

DRIVER & CREDENTIAL HELPDESK CSR (Job ID: 54167)

For assistance, contact the State of New Hampshire - Division of Personnel Monday through Friday 8:00 AM - 4:00 PM EST 603-271-3261 or [e-mail]

State of New Hampshire Job Posting

Department of Safety, Division of Motor Vehicles, Bureau of Financial Responsibility

23 Hazen Dr, Concord, NH 03305

PART-TIME

Position # TMPPT5980

$19.96/hour - $26.41/hour

*See total compensation information at the bottom of announcement.

Summary:

Provides paraprofessional program and customer service support for the American Association of Motor Vehicle Administrators (AAMVA) network systems including the Commercial Driver License Information System (CDLIS), the Problem Driver Pointer System (PDPS) and other related Division of Motor Vehicles (DMV) programs, working at the Driver & Credential Helpdesk of the Bureau of Financial Responsibility.

YOUR EXPERIENCE COUNTS:

Each additional year of approved formal education may be substituted for one year of required work experience and/or each additional year of approved work experience may be substituted for one year of required formal education.

MINIMUM QUALIFICATIONS:

Education/Experience:

Equivalent combination of 2.5 years of education and experience after completion of high school.

License/Certification:

Valid driver’s license or access to transportation for statewide travel.

Other Requirements:

1. Must pass a fingerprint based criminal background check and motor vehicle record check in order to ensure suitability for exposure to confidential information.
2. May be required to work a flexible schedule including, but not limited to, early morning, evening and/or weekend hours.
3. May be required to travel throughout the State and work at various satellite offices for periods of time.

Trainee Option:

None

PREFERRED QUALIFICATIONS:

Experience in clerical work, customer service or data entry.

AFTER-HIRE REQUIREMENTS:

Selected candidate(s) will be required to attend and successfully complete an intensive multi-week training program of classroom and on the job training, with weekly evaluations to ensure compatibility, suitability, and ability to learn the complex motor vehicle systems, computer systems, processes, procedures, forms, and transactions, while providing first rate customer service in an expedient, timely, accurate and polite manner in a high-volume customer service area, office or workstation. Continued employment is contingent upon successfully completing all aspects of the training program within the first six months of employment.

DISCLAIMERS:

The supplemental job description lists the essential functions of the position and is not intended to include every job duty and responsibility specific to the position. An employee may be required to perform other related duties not listed on the supplemental job description provided that such duties are characteristic of that job title.

The work of an employee in trainee status in this position shall be overseen by a fully qualified individual. An employee in trainee status shall meet the minimum qualifications within the period of time specified on the SJD, not to exceed one year of being hired into this position.

Responsibilities:

• Receives and reviews AAMVA system reports to ensure compliance with Federal Motor Carrier Safety Administration (FMCSA) reporting requirements for CDLIS. Verifies status of flagged records such as late submission or incomplete/inaccurate data; makes corrections where applicable and submits notification to AAMVA to document record update. As needed, generates reports from the system or compiles additional reports.
• Assists customers with AAMVA network transactions such as suspensions, broken or duplicate pointers, and incorrect data. Presents information to clarify policies, procedures, rules and standards and provides technical program and system support and guidance when transactions fail to meet requirements.
• Corresponds with other states to troubleshoot discrepancies or errors identified in transactions related to driver license restoration or issuance of driver licenses and non-driver IDs. Verifies a variety of transmitted data to ensure local database information matches federal and AAMVA databases. Escalates complex cases and/or unresolved issues to supervisor and makes recommendations to supervisor to streamline the communication process between states.
• Provides technical guidance to DMV staff to assist with researching and validating information or error messages generated in the system related to AAMVA transactions such as issuance of new to New Hampshire licenses, upgrades to CDL classification, name changes or suspension of privilege.
• Answers questions at the customer counter and on the telephone from the general public, employees, and town and city officials regarding NH motor vehicle laws and administrative rules. Assists in the DMV contact center answering telephone calls regarding all aspects of the DMV as required.
• Assists the DMV technical staff with regular data cleansing initiatives to ensure compliance with FMCSA requirements by reviewing generated error reports, documenting cause of issue and correcting data when required.
• Collaborates with supervisor, division and bureau training personnel to identify and document best practice policies and procedures related to AAMVA transactions, policies and other related processes for the development of training curriculum. Periodically reviews and updates information available on the Department of Safety website to ensure it is clear, concise and reflects current DMV process and procedures.
• Evaluates motor vehicle conviction data received from Canada and Mexico to identify patterns or anomalies to be used in the recommendation and development of standardized processes and procedures.
• Attends meetings and AAMVA, CDLIS and/or FMCSA functions as required to establish and maintain working relationships and to stay current on program information.

For further information please contact Brandy Cassada, Administrator, at [e-mail] .

EOE

TDD Access: Relay NH1-800-735-2964