Customer Service Representative II, RMV - Titles

Position Summary

The incumbent will perform clerical duties of a complex nature, requiring a high degree of initiative and the ability to make independent decisions. This role necessitates an extensive knowledge of the functions of the vehicle service operations fulfillment dept within the Registry of Motor Vehicles, particularly within the context of the ATLAS program and RMV standards.

DUTIES AND RESPONSIBILITIES     

• Ensure all registration and title transactions are processed in a timely manner according to SOP's.

• Track and ensure all Work Queues are being maintained and completed. Follow the Certificate of Title Law and make sure it is administered correctly in the issuance and processing of motor vehicle and trailer titles.

• Serve as subject matter expert (SME) utilizing all available resources to interpret, effectively implement, monitor, and reinforce statutes, regulations, policies and procedures.

• Assist the Title Division and QHQ staff with problem resolution.

• File work by day and destroy based on the retention schedule.

• Determine whether applications should be rejected or processed. If rejected send customer correspondence.

• Provides information and instruction to customers and RMV Service Center concerning policies and procedures, via telephone, email, fax or mail.

• Answer Five-9 line and return voice mails.

• Utilizes Atlas to research and resolve issues from customers, business partners, and other RMV areas.

• Reconciles financial receipts and prepares daily bank deposits.

• Opens and closes the office.

• Reconciles daily deposit at the end of the day.

• Ensure customer problems are properly identified and acted upon.

• Assist Supervisor as needed.

• Maintain a harmonious and respectful relationship with fellow co-workers.

• Assist in all areas of Vehicle Service based on business needs.

Please be advised that the starting salary is $59,534.78 which is non-negotiable. Once employed, there is an opportunity for anniversary increases.

Pre-Hire Process

Upon a conditional offer of employment, applicants must agree to and successfully satisfy: (i) a comprehensive name-based and fingerprint-based background check of his/her state and federal criminal history records information from all U.S. states, the District of Columbia and certain U.S. Territories and from some foreign nations; (ii) an employment reference check, and (iii) a satisfactory review of his/her driving records to be eligible for this position.

About MassDOT

The 4,000+ employees of Massachusetts Department of Transportation(MassDOT) take great pride in connecting the Commonwealth’s residents and communities. MassDOT is responsible for developing, implementing, and coordinating transportation policies and projects for the Commonwealth of Massachusetts and to efficiently plan, design, construct, and maintain a safe statewide transportation system which effectively meets the transportation needs of the Commonwealth. Information about MassDOT’s culture and career opportunities can be found at mass.gov/massdot-careers.

MassDOT’s divisions include Highway, Registry of Motor Vehicles, Aeronautics, and Rail & Transit. Headquarters (Planning & Enterprise Services) provides business and administrative support and policy leadership for each of the four (4) divisions.

Minimum Entrance Requirements

This requisition will remain open until filled; however, first consideration will be given to those applicants that apply within the first 14 days.

Current MassDOT employees should use their internal MassCareers account to apply.

All job applications must be submitted online through MassCareers to be considered.

Please provide a complete, accurate and current resume / application for MassDOT to