License - Public Services Specialist | License - Public Services Principal Specialist

Job Title

License-Public Services Center Specialist

Job Summary

The License-Public Services Center Specialist provides a number of advanced technical tasks requiring specialized knowledge, independent judgment, and interpretation and provides customer service to the public in obtaining licenses, vehicle titles, and legal documents such as passports and marriage licenses.

Job Specifics

Minimum Qualifications: Requires a high school diploma or equivalent and three years of progressively difficult technical license center and/or public service counter work experience including one year of customer service experience or equivalent education and experience. Within a year of being appointed to the position, State certification as a License Title Agent or Federal certification as a Passport Acceptance Agent must be obtained and must be renewed as required by passing a written exam. Other certifications or licenses from federal and state agencies may be required to perform the functions of the job. Desirable Experience:

• Previous experience processing passport or driver license transactions, motor vehicle transactions and/or Department of Natural Resources transactions.
• Paid work experience providing customer service to the general public in a License or Service Center environment.
• Technical knowledge of License Center transactions and software utilized, including MNDRIVE, and/or Department of Natural Resources systems.
• Two or more years' experience operating a personal computer.
• Computer skills utilizing Microsoft excel, word, and outlook.
• Paid work experience accepting payments by cash, check and credit cards (cashiering).
• Two or more years of paid work experience with the following: 1) Cash handling; 2) Data Entry; 3) Book Keeping; 4) Training team members

Selection Technique: Your training and experience will be rated based on the required application material submitted and the top-scoring candidates will be forwarded to the hiring department for further consideration. Hours / Days: Schedule consisting of 40 hours per week with varied shift times between the following business hours: Monday, Wednesday, Thursday, and Friday 8:00AM to 5:30PM; Tuesday, 9:00AM to 6:30PM. Work schedules (hours and days) and location are subject to change based on department needs. Anticipated Hiring Rate: $25.51 - $34.76 Hourly (This position may be filled at the License - Public Service Principal Specialist level, depending on qualifications.) E-Verify Participation: Washington County participates in the federal E-Verify program.

Employment Criteria

Minimum Qualifications: Requires a high school diploma or equivalent and three years of progressively difficult technical license center and/or public service counter work experience including one year of customer service experience or equivalent education and experience. Within a year of being appointed to the position, State certification as a License Title Agent or Federal certification as a Passport Acceptance Agent must be obtained and must be renewed as required by passing a written exam. Other certifications or licenses from federal and state agencies may be required to perform the functions of the job. Core Competencies, Job Specific Knowledge, Skills and Abilities Required for Successful Job Performance: Core Competencies outline essential business and professional traits necessary to perform this job.

• Support and prioritize a welcoming and respectful workplace that fosters diversity and encourages contributions from all individuals;
• Provide inclusive and equitable service to all members of the community with dignity and respect;
• Demonstrate support for the County's diversity, equity and inclusion program;
• Demonstrates knowledge of policies, regulations, statutes, procedures, forms, terminology, and practices associated with licenses, vehicle titles and legal documents such as passports and marriage licenses.
• Responds to requests for service and assistance from both County staff and taxpayers/customers sharing specialized expertise.
• Utilizes a variety of computer software programs.

Duties & Responsibilities

Provide customer service:

• Respond to customer inquiries for various legal documents, related processes and services;
• Resolve discrepancies and customer escalations;
• Communicate accurate information to public regarding laws, statutes, policies, and procedures; interpret County, State and Federal rules, regulations, statutes and policies for customers;
• Process transactions, collect fees, process overpayments and identify errors;
• Make referrals to other departments as necessary;
• Review, analyze and verify records, reports, applications and other documents;
• Process financial transactions; calculate and collect fees and funds and process payment adjustments; and
• Act as a resource person for staff inquiries; conduct research in order to respond

Perform administrative duties:

• Coordinate the workflow of activities necessary to complete documents, maintain records or generate reports with other divisions within the department;
• Process incoming and outgoing mail;
• Close and balance receipts daily;
• Enter and maintain various records;
• Prepare and proof memos, correspondence, forms, statistical data, reports and other documents;
• Prepare a variety of reports;
• Train staff on new methods, processes, law changes and new technologies; and
• Help develop processes, procedures and forms to increase the efficiency of operations.

Perform other duties as assigned. Work Environment: Work is performed, primarily standing, within license centers and public service desk and includes frequent position changes in response to customer needs. Lifting requirement of 15-20 pounds on an occasional basis. Wrist and finger manipulation due to filing, compiling, calculating or computer work. Equipment used may include but is not limited to computer, typewriter, calculator, telephone, copy and fax machine, cash register and equipment unique to the Property Records & Taxpayer Services department. Work interruptions are frequent. There is some pressure associated with dealing with individuals who may be emotionally charged and with project or activity deadlines and details. Driving or riding to work at a service center, attend meetings, participate in or lead training sessions, etc. may be required. Must have own means of reliable transportation for business purposes; individuals operating a motor vehicle for county business must possess a valid driver's license. Additional physical/mental requirements that may occur, may not be listed above, but are inherent performing the position's essential functions. This job description is intended to describe the kinds of tasks and level of work difficulty being performed by people assigned to this classification. The list of responsibilities is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The County retains the discretion to add or change the contents of this job description at any time.