Front Desk Customer Service, Auto Title

Hamilton County Clerk of Courts; Cincinnati (OH); On-site; USD 28,000 - 40,000; Full time

Job summary

Hamilton County Clerk of Courts is seeking a Front Desk Customer Service representative for the Auto Title division at 10964 Hamilton Avenue, Cincinnati, OH 45231. The role handles title and passport transactions, document verification, and fee collection with a focus on accuracy and customer care.

Work hours are 35 per week, Tue-Fri 8:45 am–4:45 pm and Sat 7:45 am–12:45 pm; the position is full-time and non-exempt.

Qualifications

• High school diploma or equivalent.
• Minimum of two years of customer service experience.
• Experience with title processing or government services preferred.
• Detail-oriented in a high-volume environment.

Responsibilities

• Provide in-person customer service at Auto Title branch locations.
• Assist customers with title and passport transactions and inquiries.
• Balance daily transactions and process payments.
• Ensure accuracy and compliance with regulations and procedures.

Skills

Customer Service

Document Processing

Regulatory Compliance

Cash Reconciliation

Education

High school diploma or equivalent

Job description

Front Desk Customer Service, Auto Title

Department: Title & Passport Services Division

Employment Type: Full Time

Location: 10964 Hamilton Avenue, Cincinnati, Ohio 45231

Compensation: $24.80 / hour

Description

REPORTS TO: Manager, Auto Title & Passport Services

EMPLOYMENT STATUS: Full Time

FLSA STATUS: Non-exempt

CIVIL SERVICE: Unclassified

LOCATION: 10964 Hamilton Ave., Cincinnati, OH 45231

WORK HOURS: 35 hours per week; Tuesday - Friday: 8:45 am- 4:45 pm; Saturday: 7:45am- 12:45pm

TRAVEL REQUIREMENTS: Minimal

PAY RATE: $24.80 per hour

SUPERVISOR RESPONSIBILITIES: None

JOB OVERVIEW:

This position plays an essential role in supporting the daily operations of the Auto Title & Passport Services Division within the Hamilton County Clerk of Courts. Working in a branch location, this position is responsible for processing title transactions, validating documentation, and ensuring compliance with state regulations while delivering professional, customer-centered service to the public.

This position requires a detail-oriented individual who can balance accuracy and efficiency in a high-volume environment. Clerks interact daily with members of the public and coworkers, providing clear information, collecting fees, and verifying sensitive documentation with professionalism and integrity.

The role supports the Clerk's mission to promote access to justice, preserve public trust, and provide timely, accurate services. Employees are expected to demonstrate the office's core values of respect, fairness, kindness, and service in all interactions.

The role requires the following key competencies:

• Customer Service Excellence - Delivers professional, respectful service to the public while resolving routine questions and providing accurate guidance.
• Document Processing Accuracy - Reviews, verifies, and prepares documents related to vehicle titles, certified copies, and passport applications.
• Regulatory Compliance - Follows state and internal requirements for notarization, fee collection, and title processing to ensure integrity and accuracy.
• Clerical and Financial Accountability - Maintains accurate records, balances daily transactions, and supports operational consistency across branch locations.

Essential Duties

Customer Service (50%)

• Provide high-quality, in-person customer service at assigned Auto Title branch locations, including greeting customers, answering questions, and guiding them through title and passport-related transactions.
• Respond to inquiries received by phone, email, and mail, ensuring timely and accurate information is communicated.
• Explain processes and requirements clearly to individuals with varying levels of understanding and ensure a welcoming and respectful experience for all community members.
• Assist customers in completing required forms and documentation and refer complex or unresolved matters to leads or managers.
• Maintain composure and professionalism in fast-paced or high-volume service environments, including during challenging customer interactions.
• Support customer education by proactively identifying and addressing common errors or missing documentation to minimize delays and rework

Compliance (30%)

• Review, process, and verify documents related to motor vehicle titles and passports in compliance with state regulations and office procedures.
• Prepare and issue certified copies of records, including affixing Clerk of Courts seals, signing, stamping, and notarizing documents as a Deputy Clerk.
• Verify personal identification and documentation prior to notarization or transaction processing to ensure accuracy and prevent fraud.
• Ensure that all transactions are processed with a high level of accuracy to maintain the integrity of records and avoid delays or rejections.
• Stay informed of updates to state and federal regulations related to titling and passport issuance and apply those changes in daily work.

Clerical (20%)

• Collect and process payments, issue receipts, and reconcile cash drawers at the end of each shift, reporting discrepancies as necessary.
• Maintain accurate records of daily transactions, balances, and document filings.
• Perform general office and clerical duties, including data entry, scanning, filing, and assisting with special projects as needed.
• Follow internal financial controls and procedures for secure handling of payments and sensitive customer information.
• Support branch-level operational needs by assisting with customer management, routing questions, or mentoring new employees on basic procedures when appropriate.

OTHER DUTIES AS ASSIGNED

Preferred Skills and Knowledge

Knowledge of:

• Ohio Bureau of Motor Vehicles (BMV) regulations, procedures, and documentation requirements related to vehicle title transfers and registrations.
• Procedural requirements for notarizing public documents and issuing certified records.
• Internal controls related to handling confidential personal information, financial transactions, and sensitive documents.
• Clerk of Courts policies and office procedures, including standards for professionalism, equity, and customer interaction.
• Basic mathematical principles used for cashiering, reconciliation, and error correction.

Ability to:

• Understand and apply relevant laws, rules, and procedures consistently and without bias.
• Maintain confidentiality, discretion, and professionalism when handling personal information.
• Recognize potential fraud or irregularities in documentation and follow appropriate escalation procedures.
• Exercise sound judgment in routine and non-routine situations while staying within defined procedural boundaries.
• Adapt to policy, technology, or workflow changes and support implementation through flexibility and collaboration.
• Work collaboratively with coworkers, supervisors, and members of the public while upholding the values of the Clerk's Office.

Skilled in:

• Providing respectful, efficient, and solution-oriented customer service to a diverse public in a high-volume setting.

Qualifications

• High school diploma or equivalent.
• Minimum of two (2) years of experience in customer service, clerical work, or public-facing administrative support.
• Prior experience in vehicle title processing, government services, or sensitive document handling is preferred.
• Experience working in a high-volume, detail-oriented environment that requires compliance with regulations and procedures.
• Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.