Motor Vehicle Associate III

JobAps; Dover (DE); On-site; USD 42,000 - 64,000; Full time

Job summary

The Delaware Department of Transportation (DelDOT) – Division of Motor Vehicles seeks a team member to handle driver license inquiries, issue 60-day temporary letters, process military renewals, and support Driver Services mail and front-line staff.

You will reply to customer emails, assist with MYDMV services, issue driving abstracts, review documents for validity, and help ensure efficient, courteous service for Delaware residents and other stakeholders.

Qualifications

• Two years experience in document processing and reviewing records for completeness and compliance.
• Two years experience in customer service handling information requests and complaints.
• Two years experience applying motor vehicle laws, rules, and procedures.
• Two years experience using automated information systems to manage data and transactions.
• One year experience operating equipment used in driver/vehicle services and related systems.
• Knowledge of staff supervision or lead roles within a team is a plus.
• Possession of a valid Driver's License.

Responsibilities

• Processes issuing, renewing, suspending, or revoking driver and vehicle credentials and accesses driving records.
• Delivers excellent customer service and handles sensitive information to resolve transactions.
• Reviews documents for validity, completeness, and authenticity.
• Interprets laws, rules, and procedures applicable to driver and vehicle services.
• Responds to customer questions and completes non-DMV transactions (voter registration, etc.).
• May administer driver tests and perform off-site inspections as needed.
• Maintains records and reports and uses multiple systems to complete transactions.

Skills

Customer service

Document processing

Attention to detail

Bilingual English/Spanish

Communication skills

Tools

Automated information systems

Office equipment (document scanners, printers)

Job description

Introduction

DOT – Motor Vehicles
The mission of the Division of Motor Vehicles is to provide excellence in transportation by providing courteous and efficient service to the public while protecting Delaware residents by establishing the validity of licensed drivers and ensuring safe and non-polluting vehicles are operated on Delaware roadways. Also, by providing a safe, efficient and environmentally sensitive Toll network that offers a variety of convenient, cost-effective options for processing all vehicular traffic.

Summary Statement

This role manages driver's license inquiries, issues 60-day temporary letters, processes military renewals, oversees Driver Services mail, provides driving abstracts, scans all Driver Services documents, replies to customer service emails, supports MYDMV services, and assists frontline Driver Services staff, ensuring excellent customer service for both internal and external clients.

Preferred Qualification

Applicants who do not possess the preferred qualification will still be eligible to compete for this position if job requirements are met.

Read, write and speak English and Spanish fluently.

Essential Functions

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.

• Processes a variety of transactions such as issuing, renewing, suspending, and/or revoking driver, identity, and motor vehicle credentials; accessing driving records; inspecting vehicles; assessing fines and penalties; and reviewing customer history to identify outstanding warrants and/or licenses/IDs issued by other jurisdictions.


• Delivers excellent customer service to internal and external customers by obtaining business, personal, and/or sensitive information in order to assist customers with all transactions necessary to resolve issues.


• Identifies situations outside of standard operating procedures and makes recommendations for exceptions in accordance with laws, rules, regulations, policies, processes, and procedures, while safeguarding customers.


• Accurately computes, handles, and accounts for all DMV monies collected and disbursed for transactions including, but not exclusively, driver license, ID cards, titles, registrations, insurance and driver improvement fees and penalties, Federal Unified Carrier fees, Federal Highway Vehicle Use Tax, International Fuel Tax Agreement (IFTA) and International Registration Plan (IRP). Ensures all fees and deposits are reconciled and deposited correctly.


• Interprets, applies, and explains driver, identity, and motor vehicle federal, state, and division laws, rules, regulations, policies, processes, procedures, programs, and eligibility to the public, attorneys, lien and insurance companies, court and law enforcement personnel, automobile dealers, government agencies, businesses, and other states’ jurisdictions.


• Reviews and analyzes various source documents such as birth certificates, passports, court documents, bills of sale, wills, and powers of attorney required in the issuance of driver, identity, and motor vehicle credentials; ensures validity, completeness of documents, and authenticity.


• Accesses various manual, computerized, and specialized systems simultaneously to review and analyze source documents, determine customer’s eligibility for services, and complete transactions accurately and within any established service levels.


• Researches, evaluates, analyzes, and uses judgment to resolve discrepancies, identify exceptions, and render decisions.


• Answers customer questions and completes transactions for non-DMV services including voter and organ/tissue donor registration, warrant resolutions, red light violations, and E-Zpass transponders.


• May administer vision, written, oral, and/or road examinations to evaluate drivers’ knowledge and skills to safely operate motor vehicles.


• May inspect vehicle equipment such as lights, horns, windshield wipers, turn signals, brakes, emissions and exhaust systems for automobiles, buses, trucks, motorcycles, mobile homes and other vehicles; completes off-site inspections for verification or assignment of vehicle identification number.


• May operate manual and computerized vehicle testing equipment.


• Prepares a variety of records and reports.

Job Requirements

• Two years experience in document processing which includes reviewing and evaluating records for completeness and conformity with laws, rules, regulations, standards, policies and procedures, resolve deficiencies, interpret information, and track and monitor activities.


• Two years experience in customer service such as providing prompt, accurate, and courteous service to customers seeking information, answering requests as quickly as possible, ensuring customers are satisfied with service, and responding to complaints.


• Two years experience in applying motor vehicle laws, rules, regulations, standards, policies and procedures.


• Two years experience in using an automated information system to enter, update, modify, delete, retrieve/inquire and report on data.


• One year of experience in operating equipment used in driver or vehicle services such as motor vehicle document scanners, motor vehicle authenticators, motor vehicle credential printers, brake machines and/or vehicle emissions testing equipment.


• Knowledge of staff supervision acquired through course work, academic training, training provided through an employer, or performing as a lead worker overseeing the work of others; OR supervising staff which may include planning, assigning, reviewing, and evaluating the work of others; OR supervising through subordinate supervisors a group of professional, technical, and clerical employees.


• Possession of a valid Driver's License (not suspended, revoked or cancelled, expired, or disqualified from driving).

Conditions of Hire

Applicants must be legally authorized to work in the United States. The State of Delaware participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information refer to our Job Seeker Resources. DelDOT does not provide employment-based sponsorship.

This position is a classification organized under an exclusive bargaining representative (labor organization) that has been elected by employees as their representative for collective bargaining and other applicable terms and conditions of employment, in accordance with Title 29, Chapter 59 and Title 19, Chapter 13 and 16. This position is covered by a collective bargaining agreement based on its individual terms.

Pre-employment Drug Testing: Upon a conditional offer, you must undergo pre-employment drug testing as part of the hiring process.

Criminal background check: A satisfactory criminal background check is required as a condition of hire. The recruiting agency may require the applicant to pay for the criminal background check as part of the conditional offer of hire.

All new hires are required to report to the Statewide New Employee Orientation (SNEO) on their first day of employment. Sessions are held at designated locations in Kent or New Castle County.

Benefits

To learn more about the comprehensive benefit package please visit our website at https://dhr.delaware.gov/benefits/

Selection Process

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position. It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties. For education and training, list name of educational provider, training course titles and summary of course content. Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email. Please keep your contact information current. You may also view all correspondence sent to you by the State of Delaware in the My Applications tab at StateJobs.Delaware.gov.

Accommodations

Accommodations are available for applicants with disabilities in all phases of the application and employment process. Individuals who use TDD may request auxiliary aid or service by calling [phone] or by visiting delawarerelay.com.

If you need assistance with an accommodation under the Americans with Disabilities Act (ADA) or general applicant support, you may call [phone] or email [e-mail].

The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.