Job Description

Description
We are dedicated to growing a culture of belonging through our values:
Respect | Trust | Diversity | Inclusion | Equity.
At we work hard to create a culture where employees feel valued and respected. 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.
The Department of Licensing is seeking an organized and friendly Vehicle Services Liaison Officer to join the Vehicle and Vessel Operations team!
As one of the most visible state agencies and the second-largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and are dedicated to providing equitable and meaningful access to our services for every resident.
Are you ready to begin your career with the State of Washington right here at DOL, if so, read on!
This is an in-training opportunity and will be hired as a Vehicle Services Liaison Officer 1. You will be required to successfully complete the training plan in order to promote to a Vehicle Services Liaison Officer 2.
Duties
As the Vehicle Services Liaison Officer, you will assist our Vehicle Licensing Offices in ensuring customers receive accurate and timely documents and services. Your day will consist of providing immediate technical assistance and escalated support by analyzing and resolving complex situations over the phone and in written correspondence. You will be expected to apply sound judgment and critical thinking to provide effective solutions for customer situations that fall outside standard procedures. In this role, you will have a direct impact on our ability to fulfill our purpose of helping every Washington resident live, work, drive, and thrive. Some of what you will do:

• Troubleshoot and provide technical assistance to resolve hardware, software application, and network computer problems.
• Analyze information and data to develop recommendations for DRIVES system changes to ensure accurate records and resolve customer issues.
• Exercise delegated authority to waive requirements or make exceptions within the boundaries of complex title and licensing laws, rules, policies and procedures.
• Monitor and review licensing transactions for accuracy and compliance.
• Identify, document, and report training and compliance issues for Vehicle Licensing Offices.
• Perform record corrections to maintain accurate records and ensure customers have correct documents.

Qualifications
What you will bring:
Four (4) years of customer service experience in vehicle and/or vessel titling and registration, or in the investigation and analysis of credit or financial conditions, or in a related field. OR
One (1) year as a Vehicle Services Liaison Officer 1.
Experience must include:

• Two (2) years of experience analyzing and interpreting RCWs, WACs, state and federal laws, rules, regulations, statutes, 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

Up to two (2) years of relevant education may substitute year for year for experience.
What may set you apart:

• A Bachelor's degree involving major study in Business, Public Administration, Traffic Administration, Pre-Law, Social Science, or closely allied field AND one (1) year of professional or customer service experience in vehicle and/or vessel titling and registration, or in the investigation and analysis of credit or financial conditions, or in related field.
• Knowledge and experience using DRIVES to process transactions and/or query records to assist customers, user interfaces, web-based applications, and retrieving/updating data from unique department database systems.
• 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 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.

Additional Requirements of Employment:

• Prior to new hire, a preemployment check including criminal record history and driver's abstract 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.
• Monthly, quarterly, and as needed in office attendance is required at our Olympia location.

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 .
Supplemental Information
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!
How to Apply:

• Select the Apply button at the top of this job announcement.
• Please attach your cover letter.
• Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.

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 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 . Use a subject line that includes the title of this recruitment.
The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, religion, sex (including gender identity), marital status, sexual orientation, race, 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 the .. 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 .

Skills Required