Licensing Services Representative (LSR4)

State of Washington; Olympia (WA); On-site; USD 70,000 - 100,000; Full time

Job summary

State of Washington’s Department of Licensing is seeking a Licensing Services Representative to develop and deliver technical training for licensing subagents and agency staff. You will lead in-person and virtual sessions, shaping curriculum and resources to ensure consistent application of state and federal laws, contracts, and policies.

You will assess training needs, write policy-aligned materials, and facilitate discussions among internal and external customers, driving statewide

Qualifications

• Six (6) years of relevant administrative, supervisory, or management experience.
• Two (2) years of experience using Microsoft Office products.
• Two (2) years of experience interpreting RCWs, WACs, laws, rules, regulations, and policies and applying them to communicate with customers or resolve issues.
• One (1) year of experience facilitating, leading, or presenting information to large groups in person and online.

Responsibilities

• Develop and conduct technical training for licensing subagents and agency employees.
• Lead in-person and virtual training sessions and use visual aids and presentation software.
• Assess training needs, develop curriculum, and align statewide licensing procedures with laws and contracts.
• Develop, implement, and revise policies reflecting federal regulations and state laws.

Skills

Training delivery

Public speaking

Team collaboration

Adaptability

Education

Bachelor’s degree in accounting, business, or public administration

Tools

Microsoft Office

DRIVES

PowerPoint

Job description

We are dedicated to growing a culture of belonging through our values:

Respect | Trust | Diversity | Inclusion | Equity

At the Department of Licensing (DOL), we recognize the importance of work life harmony and work hard to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers and help build trust in our government.

Our Vehicle and Vessel Operations unit of our Customer Relations Division is adding a customer-centered Licensing Services Representative to their team!

Our Vehicle and Vessel Operations section is made up of 179 Vehicle Licensing Offices (VLOs) consisting of 39 county Auditor/Agent offices and 140 subagent businesses. This section of our Customer Relations Division oversees more than 15 million transactions and collects approximately $1 billion in revenue biennially, ensuring data integrity and compliance with all laws, rules, contract, policies, and procedures.

If you enjoy providing excellent and consistent training to all internal and external customers, we invite you to apply!

As the Vehicle and Vessel Licensing Services Representative, you will develop and conduct technical training for our licensing subagents and agency employees. You’ll lead both in-person and virtual training sessions, helping staff correctly apply state and federal laws, regulations, and policies. In this role, you will assess training needs, develop curriculum and resources, and support consistent, statewide understanding of licensing procedures. You will also develop, implement, and revise policies to align with the interpretation of federal regulations, state laws, contracts, and best practices. Your work in this role will have a direct impact on our ability to help every Washington resident live, work, drive, and thrive.

Some of what you will do:

• Research and evaluate training needs to develop individualized or statewide training and/or resources.
• Analyze changes and/or updates to computer system, legislation, policy and procedures to develop and deliver appropriate instructional material.
• Review, maintain and update electronic resources within DRIVES that instruct and provide procedural details for vehicle/vessel licensing and titling transactions.
• Research topics and write decision papers to change and/or update policies for alignment with statutory requirements and operating procedures.
• Create clear, accurate written communications addressing policy and procedural revisions, legislative updates, system changes, and information requests.
• Facilitate policy discussions between internal and external customers.

What you will bring:

• Six (6) years of relevant administrative*, supervisory, or management experience.
• Experience must include:
  • Two (2) years of experience and technical knowledge using Microsoft Office products.
  • Two (2) years of experience analyzing and interpreting RCWs, WACs, state and federal laws, rules, regulations, statutes, and policies and procedures and applying them in relevant work experience to communicate to customers, clients, or stakeholders and/or resolve customer complaints, inquiries, and complex problems.
  • One (1) year of experience facilitating, leading, training, or presenting information in large groups both in person and over the internet, using visual aids and presentation software and encouraging cooperation, solutions, integration of ideas, and information to form effective goals, objectives, and timelines.
  • The ability to:
    • Understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors, and decisions.
    • Promote and support a respectful, equitable, and inclusive workplace for all employees.
    • Promote and support respectful, equitable, and inclusive delivery of services to customers.
    • Take action to learn and grow.
    • Take action to meet the needs of others.

Up to four (4) years of relevant education may substitute year for year for experience.

*Administrative – Determines or participates in making policy, formulates long-range objectives and programs, and reviews the implementation of programs for conformance to policies and objectives.

What may set you apart:

• Experience evaluating complex information to ensure accuracy and verifying compliance with rules, laws, policies, procedures or eligibility requirements to receive a product of service.
• Knowledge and experience using DRIVES to process transactions and/or query records to assist customers.
• Knowledge of vehicle/vessel title and licensing processes obtained by processing transactions as a Licensing Service Representative, Vehicle Licensing Representative or a dealer title clerk.
• Experience drafting, editing, writing, analyzing, recommending and/or finalizing policies, procedures, laws, rules, and/or other written documents related to business operations using clear, active language and applying plain talk principles or clear communication guidelines.
• Experience building positive working relationships and establishing trust and credibility with stakeholder groups, responding to their questions and concerns, identifying opportunities and challenges, proposed solutions, and offering ideas for consideration.
• A Bachelor’s Degree involving major study in accounting, business or public administration, or closely allied field.

Additional Conditions of Employment:

• Prior to new hire, a preemployment check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.
• The ability to travel statewide based on business needs.

DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take the steps to ensure that people with disabilities are provided reasonable accommodations.

For information about the position, available accommodations, or the interview process contact Nicole Walters.

Come join us in changing the way government delivers services and help build a legacy of commitment to and excellence in diversity, equity, and inclusion!

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.

We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, and veterans. We value the unique traits and attributes that each employee brings to the job. Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington.

Veteran/Military Spouse Preference Notice

To take advantage of veteran/military spouse preference, please notify the Recruitment Team. Please include the title of this position in the subject line.

The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, sex (including gender identity), marital status, sexual orientation, race, religion, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability.

Persons requiring accommodation in the application process, during the recruitment process, or who need this job announcement in an alternative format, may contact the Human Resources Office at 360-902-4000 or may email [e-mail]. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.

The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.

We do not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov.