Driver & Identification Service Center Specialist - Waterloo

State of Iowa - Executive Branch; Waterloo (IA); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Competitive pay

Health benefits

Paid time off

IPERS retirement

401A plan

Employee discounts

Job summary

State of Iowa - Executive Branch is hiring a Driver & Identification Service Center Specialist to serve customers and process licenses and IDs. You will provide accurate information on eligibility, conduct examinations as needed, and ensure compliance with federal REAL ID standards.

The role involves both office and field duties, with emphasis on customer satisfaction. Work hours are typically 8:00 AM–4:30 PM, Monday–Friday, with occasional travel within the state.

Qualifications

• Requires interaction with the public and handling sensitive records.
• Strong communication and problem-solving skills are essential.
• Ability to work in a fast-paced, high-volume environment.

Responsibilities

• Serve as primary contact for questions via phone and in person.
• Explain license and ID eligibility requirements and federal standards.
• Administer and score driving tests and license/ID issuance processes.
• Review records to determine eligibility and issuance decisions.
• Support teammates through mentoring and knowledge sharing.

Skills

Customer service

Communication

Attention to detail

Teamwork

Education

High school diploma or GED

Job description

Job Description

At the Iowa Department of Transportation, the focus of a Driver & Identification Service Center Specialist is always the customer! This position is critical to ensure that Iowans get or stay mobile by helping customers obtain required identification documents. We're looking for someone who can provide exceptional service in a fast-paced, high-volume environment while exceeding customer expectations. E very task and customer you interact with will contribute towards making our Mission: Making Lives Better Through Transportation and five Core Values: Safety First, People Matter, Customer Focused, Servant Leadership, and Integrity Without Exception successful.

Duties

Your role as a Specialist will focus on a variety of tasks, both in the office and outside, and no two days will be the same with rotating duties. Specialists are tasked with staying on schedule and ensuring customer satisfaction by:

• Acting as a point of contact for customer questions and inquiries through answering phones, conducting driving tests, or issuing licenses and IDs
• Providing expert knowledge of driver's license eligibility, licensing requirements, and identification requirements based on the federal REAL ID standards and license issuance, or identification documents off of eligibility
• Administering and scoring motorcycle skills, car, truck, passenger, and CDL pre-trip, skills, and road driving examinations
• Reviewing State and Federal records and database information to determine issuance/non-issuance eligibility
• Supporting teammates through knowledge sharing, training, mentoring, etc.

Work Conditions

When administering drive tests, you'll be exposed to all weather elements and driving skill levels for an extended period. Rain and winter clothing will be provided.

Hours

Monday through Friday 8:00 AM to 4:30 PM; Occasional in-state travel will be expected along with reporting to various locations as needed.

Benefits

• Competitive pay and benefits package including health, dental, flexible spending, and life insurance
• Insurance benefits start the first month following 30 days of employment and costs can be reviewed here.
• Opportunities for professional growth and development.
• Paid time off effective immediately - biweekly vacation, separate sick leave, accruals rollover on a yearly basis, and 9 paid holidays per year.
• Iowa Public Employee Retirement System (IPERS) Retirement Package with employer match
• Optional 401A plan with employer contributions.
• Employee Discount Programs from a variety of vendors (vision, cellular, fitness, recreation, season passes, travel, counseling; legal, financial).

We encourage you to view more about the State of Iowa Employee benefits and costs at the State of Iowa Employee Benefits Website !

Special Requirements

• Before Hire: Must possess and maintain a valid, unrestricted, except for corrective lenses, driver's license (minimum of an operator's license) and must pass federal and local name-based and fingerprint criminal history background checks.
• After Hire: Must attend, obtain, and maintain required American Association of Motor Vehicle Administration certifications, a Motorcycle Rider Education Safety course, and department training sessions as required. Training classes and time will be provided upon hiring.

NOTICE

• 30301 note, as further defined in 6 CFR Part 37. Any applicant selected for employment in this position must submit to and pass a background check of the form and content required by 6 CFR 37.45.

Iowa DOT complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the EEO & ADA Officer at 515-689-1009 or via email at [e-mail] .

The State of Iowa participates in E-Verify, a federal program that helps employers confirm the employment eligibility of all newly hired employees. Within the required timeframe, new hires will be verified through the E-Verify system to ensure authorization to work in the United States. The State of Iowa also complies with the federal Right to Work laws, which protect employees’ rights to work without being required to join a labor organization. For more information, please visit www.e-verify.gov.

Minimum Qualification Requirements

Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:

• Graduation from high school (or GED equivalent), and experience equal to three years of full-time clerical or closely-related work.
• A total of three years of education and/or full-time experience (as described in number one), where thirty semester hours of accredited college or university course work in any field equals one year of full-time experience.
• Current, continuous experience in the state executive branch that includes six months of full-time work as a Driver & Identification Service Center Associate.

For additional information, please click on this link to view the job description (Download PDF reader). l