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 review in order to determine if your submitted materials meet the minimum entrance requirements for the position.

Applicant must have at least (A) two years of full-time or equivalent part-time, experience in a position, the major duties of which included, cash handling and working directly with clients or customers; or experience providing information to clients, customers or the general public on services, procedures and requirements, which included entering or retrieving data using computer systems.

Applicants must agree to and successfully pass a background check of criminal justice information and satisfactory review of driving record to be eligible for this position.

Substitutions

A Bachelor's or higher degree may be substituted for one (1) year of the required experience.

Special Requirements:

Please note that this position may require the ability to travel to various MassDOT facilities across the Commonwealth.

• For questions regarding the job posting, please email the MassDOT Talent Acquisition Team at talentacquisition@dot.state.ma.us.

• For general questions regarding MassDOT, call the Human Resources Service Center at 857‐368‐4722.

• For a disability‐related reasonable accommodation or alternative application method, call the ADA Coordinator, Lucy Bayard, at 857‐274‐1935.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer.  Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements.  We encourage individuals who believe they have the skills necessary to thrive to apply for this role.