Licensing Services Representative (Moses Lake)

State of Washington; Moses Lake (WA); On-site; USD 42,000 - 54,000; Full time

Job summary

Washington State Department of Licensing in Moses Lake seeks two Licensing Services Representatives (LSR2) to provide excellent customer service, verify documents, and issue licenses and IDs. You will review enhanced license applications, collect fees, and travel as needed while upholding agency values.

The role requires strong communication, attention to detail, and the ability to work on-site Monday through Friday in Moses Lake. Thorough training is provided.

Qualifications

• Two years of direct customer service experience serving the public.
• One year using electronic systems and form templates to input data.
• Typing speed of 30 wpm or greater.

Responsibilities

• Verify authenticity of documents and issue licenses/IDs in compliance with laws.
• Perform final review of enhanced license applications and determine eligibility.
• Collect licensing fees and manage application portfolios.
• Approve or deny enhanced applications and issue federally-approved documents.
• Assess customer qualifications and make independent licensing decisions.
• Travel to other offices as needed and conduct driving skills tests.

Skills

Customer service

Attention to detail

Typing 30 wpm

Verbal communication

Teamwork

Job description

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

Respect | Trust | Diversity | Inclusion | Equity.

This position requires in-person attendance in the Moses Lake Driver Licensing Office Monday - Friday.

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.

We are currently recruiting for two (2) Licensing Services Representatives (LSR2) with amazing customer service skills and reliable work ethic to add to our Moses team!

Our Driver Licensing Offices (DLO) live our purpose of “Helping every Washington resident live, work, drive and thrive.” every day. They treat every customer with dignity and respect with a friendly and helpful attitude. They conduct driving skills tests, authenticate identity documents through on-line verification, conduct face-to-face interviews with applicants to validate their identity and consistently provide excellent customer service to the public with enthusiasm and a smile.

If you are ready to start your career in a culture that focuses on fostering teamwork, innovation, and growth, please read on!

As the face of the Department of Licensing, you will have a direct impact on the members of the community as well as public safety across Washington State, helping every Washington resident live, work, drive and thrive. You will receive extensive training to confidently issue driver licenses, enhanced driver licenses, and identification cards to the public. Your ability to make sound decisions to resolve any issues independently utilizing current policies, procedures and guidelines will be key to your success.

Some of what you will be doing:

• Verify authenticity of documents, evaluate information, and make sound decisions to issue licenses/identification cards/instruction permits and perform any other licensing functions in compliance with current laws, regulations, and procedures.
• Perform final review of all enhanced driver license or identity card (EDL/EID) applications and portfolios to determine applicant’s eligibility.
• Collect DOL licensing fees.
• Approve or deny (pending) enhanced applications and issue federally-approved EDL/EID to eligible applicants.
• Use sound judgement and make independent decisions to assess customer qualifications (physical, medical, and visual) for licensing issuance.
• Travel, including relief to other offices and training. Travel may require overnight accommodations.
• Conduct driving skills tests while riding in the applicant’s vehicle to assess their driving skills.

Upon completing training and certification, you will be authorized to issue Enhanced Drivers Licenses (EDL), which will result in a 10% pay increase.

What you will bring:

• U.S. Citizenship.
• Valid WA driver license and five (5) years of licensed driving experience.
  • Your valid driver license must have no restrictions other than corrective lenses, or you must have the ability to obtain one upon hire.
• A total of two (2) years of direct customer service work experience providing product/services to the general public.
• One (1) year of experience using electronic systems and form templates to input data, navigate between multiple forms and screens, edit information and save completed work.
• Typing speed of 30 wpm or greater.
• 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.

*experience can be obtained concurrently*

What may help set you apart:

• One (1) year of experience evaluating complex information to ensure accuracy and verifying compliance with rules, laws, policies, procedures, or eligibility requirements to receive a product of service.
• One (1) year of experience explaining rules, policies and or procedures are regular daily functions. Experience must include the frequent application of techniques to ensure professionalism and mutual understanding.
• One (1) year of experience with the ability to responsibly and accurately handle the public’s money when processing financial transactions. This includes receiving cash, making change, counting down tills, and/or committing fiscal resources. This also includes consistently following applicable fiscal guidelines, regulations, and principles.
• Experience performing driver license examiner duties and issuing driver licenses and id’s (any state).

Additional Requirements of Employment:

• Verified reliability and malfeasance check for previous five years of employment.
• Prior to a new hire, a background 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.
• In addition, an acceptable fingerprint based criminal history background check is also required for this position, as a condition of employment. Fingerprints will be used to check the criminal history records of the FBI.
• This position requires you to work at other Licensing Services Offices and Part Time Offices on a rotating basis, when those offices are short staffed.

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 available accommodations, the interview process, or the position 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!

Veteran/Military Spouse Preference Notice

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.