Lead Helpdesk Examiner

U.S. Department of Veterans Affairs; Oklahoma; Sur place; USD 46 000 - 56 000; Plein temps

Avantages offerts par ce poste

Benefits package

Retirement match

Paid holidays

Paid leave

Longevity benefits

Résumé du poste

U.S. Department of Veterans Affairs in Oklahoma is seeking a Lead Helpdesk Examiner to provide exceptional customer support, manage inquiries via multiple channels, and perform essential administrative duties.

The role requires ensuring accuracy and integrity of data in the state system of record and providing secondary authorization on applications. The position emphasizes confidentiality, compliance with state and federal laws, and collaboration with the legal division as needed to address

Responsabilités

• Functions as the central line of support for customers, staff, and partners; provides prompt and professional assistance.
• Develops expertise in Service Oklahoma rules, policies, procedures, and requirements to properly inform stakeholders about identification requirements, the legality of documents, eligibility for, and types of driver\'s licenses or identification cards.
• Provides secondary authorization on required applications, verifying accuracy, compliance, and completeness.
• Accurately communicates reasons applications cannot be accepted and procedures to resolve any disqualifying issues, including medical, physical or mental information provided by applicant based on state and federal standards; determines requirements for waivers or restrictions to driving privileges; advises on waiver application procedures or requirements for additional evaluation.
• Establishes drivers license records while maintaining the confidentiality and security of information in compliance with state and federal laws.
• Upon request, assists the legal division in gathering evidence to prepare for potential legal action on fraudulent applications.
• Responds to inquiries and provides information concerning specific laws and procedures to law enforcement agencies, partners, staff, and the general public.
• Accurately inputs and updates customer information, service requests, and other relevant data into the system, ensuring data integrity and confidentiality.
• Performs a variety of sorting and filing tasks; answers the phone, takes messages, and disseminates information; opens, sorts, distributes, collects, and delivers mail; performs several tasks such as posting and recording data.
• Produces documents of various levels of complexity.
• Reviews and verifies reports, forms, and other documents for completeness, appropriateness, accuracy, and conformity to established requirements, and follows up on discrepancies.
• Receives and reviews coded and uncoded source documents; audits previously entered data, address disparities and make corrections when needed; ensures data meet the

Description du poste

Lead Helpdesk Examiner

Compensation

This position has an annual rate of $51,000.

Job Description

AGENCY SUMMARY

The Service Oklahoma (SOK) mission is to ease the stress in navigating government services by providing a best-in-class customer experience. We are Oklahomans helping Oklahomans by providing driver license and motor vehicle services on behalf of the state.

POSITION SUMMARY

The Lead Helpdesk Examiner plays a vital role in providing exceptional support to customers, partners, and field staff by efficiently addressing inquiries and performing essential administrative tasks. A key responsibility of this position is providing secondary authorization on required applications to verify accuracy, compliance, and completeness, as well as ensuring the accuracy and integrity of data in the state system of record. Additional duties include managing communications via phone, email, chat, and other means; preparing and maintaining accurate correspondence and records; processing applications for permits or licenses; and assisting with customer, partner, or staff issues or procedural guidance. The role also involves organizing filing systems, both physical and electronic, and handling administrative requests to ensure smooth and timely operations. This position is critical in maintaining seamless communication and efficient processing to meet the needs of the agency and its stakeholders.

POSITION RESPONSIBILITIES

• Functions as the central line of support for customers, staff, and partners; provides prompt and professional assistance.
• Develops expertise in Service Oklahoma rules, policies, procedures, and requirements to properly inform stakeholders about identification requirements, the legality of documents, eligibility for, and types of driver's licenses or identification cards.
• Provides secondary authorization on required applications, verifying accuracy, compliance, and completeness.
• Accurately communicates reasons applications cannot be accepted and procedures to resolve any disqualifying issues, including medical, physical or mental information provided by applicant based on state and federal standards; determines requirements for waivers or restrictions to driving privileges; advises on waiver application procedures or requirements for additional evaluation.
• Establishes drivers license records while maintaining the confidentiality and security of information in compliance with state and federal laws.
• Upon request, assists the legal division in gathering evidence to prepare for potential legal action on fraudulent applications.
• Responds to inquiries and provides information concerning specific laws and procedures to law enforcement agencies, partners, staff, and the general public.
• Accurately inputs and updates customer information, service requests, and other relevant data into the system, ensuring data integrity and confidentiality.
• Performs a variety of sorting and filing tasks; answers the phone, takes messages, and disseminates information; opens, sorts, distributes, collects, and delivers mail; performs several tasks such as posting and recording data.
• Produces documents of various levels of complexity.
• Reviews and verifies reports, forms, and other documents for completeness, appropriateness, accuracy, and conformity to established requirements, and follows up on discrepancies.
• Receives and reviews coded and uncoded source documents; audits previously entered data, address disparities and make corrections when needed; ensures data meet the

• Service Oklahoma offers a generous benefits package, including a benefits allowance to off-set the costs of medical, dental, vision, life and disability insurance plans.
• The Service Oklahoma will match up to 7% towards an employee's Defined Contribution retirement plan.
• Our employees receive 11 paid holidays, 15 days of paid annual leave, which increases with every 5 years of service, and 15 days of paid sick leave.
• Additionally, employees will receive longevity payments based on their years of service with the State of Oklahoma.