DRIVER & CREDENTIAL HELPDESK CSR

State of New Hampshire; New Hampshire; 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, announces a part-time Driver & Credential Helpdesk CSR (Program Assistant II) in Concord, NH. The role supports the AAMVA network systems and CDLIS transactions, delivering customer service in a busy helpdesk environment.

Requires 2.5 years of education/experience after high school; valid driver’s license and the ability to travel within the state.

Qualifications

• Experience in clerical work, customer service or data entry.

Responsibilities

• Receives and reviews AAMVA system reports to ensure compliance with FMCSA reporting requirements for CDLIS.
• Assists customers with AAMVA network transactions such as suspensions and data corrections; provides guidance when transactions fail to meet requirements.
• Corresponds with other states to troubleshoot discrepancies in driver records and transfers.
• Provides technical guidance to DMV staff on AAMVA-related transactions and data issues.
• Answers questions at the counter and over the phone regarding NH motor vehicle laws and rules.

Skills

Customer service

Clerical work

Data entry

Education

High school diploma or equivalent

Job description

• See total compensation information at the bottom of announcement.

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

Driver & Credential Helpdesk CSR (Program Assistant II)

Position # TMPPT5980

$19.96/hour - $26.41/hour

• See total compensation information at the bottom of announcement.

The State of New Hampshire, Department of Safety, Division of Motor Vehicles, Bureau of Financial Responsibility, has a part-time vacancy for Driver & Credential Helpdesk CSR (Program Assistant II), 15-1230 COMPUTER SUPP SPECS-3, located in Concord NH. This position is part-time, cannot exceed 29.5 hours per week, and does not offer health insurance benefits.

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

• Must pass a fingerprint based criminal background check and motor vehicle record check in order to enforce 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.

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 NH 1-800-735-2964