Motor Vehicle Associate Supervisor

DelDOT; Dover (DE); On-site; USD 55,000 - 75,000; Full time

Job summary

DelDOT's Division of Motor Vehicles seeks a supervisory professional to oversee inspection lane operations and ensure accurate processing of driver and vehicle credentials. The role reports to an administrative supervisor and requires strong leadership in a high-volume service environment.

The position emphasizes adherence to laws and policies, customer service excellence, and careful cash handling across licenses, titles, registrations, and related fees.

Qualifications

• Three years experience in document processing including reviewing and evaluating records for completeness and conformity with laws, rules, regulations, standards, policies and procedures.
• Three years experience in customer service providing prompt, accurate, and courteous service to customers seeking information.
• Two years experience in interpreting motor vehicle laws, rules, regulations, standards, policies and procedures.
• Three years experience in using an automated information system to enter, update, modify, delete, retrieve/inquire and report on data.
• Two years experience in operating equipment used in driver or vehicle services.
• Six months experience in staff supervision including planning, assigning, reviewing, and evaluating the work of others.
• Possession of a valid Driver's License (not suspended, revoked, cancelled, expired, or disqualified from driving).

Responsibilities

• 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; 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 to assist customers with transactions.
• Identifies situations outside standard procedures and recommends exceptions in accordance with laws and policies while safeguarding customers.
• Accurately computes, handles, and accounts for all DMV monies collected and disbursed for various fees and penalties and reconciles deposits.
• Interprets and explains laws, rules, regulations, policies, processes to the public, attorneys, and agencies.
• Reviews and analyzes source documents for validity and completeness in issuance of credentials.
• Accesses systems to review eligibility and complete transactions within service levels.
• Resolves discrepancies and renders decisions using judgment.
• Answers questions and completes transactions for non-DMV services including voter and organ donor registration.
• May administer examinations to evaluate drivers' knowledge and skills.
• May inspect vehicle equipment and perform off-site inspections for VIN verification.

Skills

Customer service

Document processing

Staff supervision

Driver's license

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 is a supervisory level responsible for the completion and oversight of work performed in the inspection lanes. At this level, positions report to an administrative supervisor.

Essential Functions

• 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

• Three 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.
• Three 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 interpreting motor vehicle laws, rules, regulations, standards, policies and procedures.
• Three years experience in using an automated information system to enter, update, modify, delete, retrieve/inquire and report on data.
• Two years 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.
• Six months experience in staff supervision which includes planning, assigning, reviewing, and evaluating the work of other.
• Possession of a valid Driver's License (not suspended, revoked, cancelled, expired, or disqualified from driving).

Conditions of Hire

As a condition of hire you must possess a valid driver's license (not suspended, revoked or cancelled, or disqualified from driving).

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.

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

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.

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.