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DPS - RSD - Licensing & Review Specialist - 0134 - Austin, United States - State of Texas
Description
GENERAL DESCRIPTION:
Performs complex (journey-level) customer service work in the Regulatory Services Division, Licensing and Registration Service. Work involves conducting technical review of applications and supporting documentation for licenses and registrations. Communicates with various entities to provide direct information to citizens. Provides rapid and accurate responses to telephone and e-mail requests.
Obtains information related to content and application of laws, regulations, procedures and/or official Department or other agency actions affecting citizen privileges of licensing as well as status of individual cases.
Adheres to and carries out policies and procedures.; Work is performed under general supervision with moderate latitude for the exercise of independent judgment within the limits of applicable laws, attorney general opinions, court decisions, rules, regulations, policies and procedures.
The following Military Occupational Specialty codes are generally applicable to this position. Applicants must fully complete the summary of experience to determine if minimum qualifications are met.ESSENTIAL DUTIES / RESPONSIBILITIES:
1.
Reviews applications, supporting documents and utilizes various databases in the analysis of documents provided by citizens to determine compliance and issuance of a license and/or registration.
Provides customer service and answers inquiries relating to customer accounts in accordance with specific guidelines and procedures. 2.Performs the entry of license and/or registration information into databases, processes customer correspondence, and performs other related duties required to complete the licensing and/or registration process.
3.Communicate and interact with internal and external customers regarding content and utilization of various state and federal regulations, administrative codes, and agency policies and procedures.
May interpret or explain statutes, rules, regulations, policies and procedures of licenses or registrations. 4.Apply established procedures to verify identification of requestor and applies security procedures applicable to the types of information requested prior to its release.
5. Review and evaluate rules, regulations, policies and procedures in determining proper action under the program licensing laws. 6.Operates a personal computer in a local area network configuration and uses several software and imaging systems simultaneously to view, query, enter, retrieve and delete license related data.
7. Monitors and submits totals of daily activities, statistics, duties performed and production. 8. May assist with the development and training of employees as it relates to performing work procedures. 9. Attends work regularly and observes approved work hours in accordance with agency leave and attendance policies. 10. Perform other duties as assigned.Qualifications GENERAL QUALIFICATIONS and REQUIREMENTS:
Education – Graduation from a standard senior high school or the equivalentExperience – Minimum of twenty-four months of customer contact work experience or providing clerical, or administrative support work
Substitution
Note:
Additional education, beyond the required high school or equivalent, may be substituted for the experience required
Note:
30 semester hours will be considered equivalent to 1 year of education.
Regulatory Knowledge - Knowledge of department functions, responsibilities, and organizational structure.
Ability to understand and comprehend the meaning of legal language of a variety of statues and the administrative language of rules, regulations, and procedures.
Commit to recallable memory the primary factors of each that are pertinent to customers for obtaining licenses and the ability to answer questions around licensing laws.
Interpersonal Skills – Must demonstrate an ability to exercise poise, tact, diplomacy during high pressure situations and an ability to establish and maintain positive, working/professional relationships with internal/external customers.
Presentation/Communication Skills – Working knowledge of business office practices, of English grammar, spelling, punctuation and composition and of arithmetic. Ability to understand and effectively apply complex oral and written instructions and procedures.Communicate verbally in a clear, concise and efficient manner with a wide variety of people with different socioeconomic status, educational levels, interests and emotional condition.
Analytical Skills – Must be analytical, detailed-oriented, and able to multi-task without sacrificing accuracy or timeliness.Ability to analyze problems, identify causative factors, and apply actions to effectively resolve current, and prevent recurrences of problem conditions.
Organizational Skills - Must be organized, flexible, and able to prioritize in a multi-demand and constantly changing environment.Demonstrated ability to meet multiple and sometimes conflicting deadlines without sacrificing accuracy or timeliness; ability to work independently; and to understand and effectively apply complex oral and written instructions and procedures.
Confidentiality – Must demonstrate an ability to responsibly handle sensitive and confidential information and situations, and adhere to applicable laws/statutes/policies related to access, maintenance and dissemination of information.
Technology (computers/hardware/software/operating systems) – Must possess appropriate levels of proficiency with utilized software and systems and be able to learn new software/systems.
Demonstrated proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). Schedule and/or Remote/Telecommuting work and/or Travel - Availability for after-hour and weekend work is required. Telecommuting up to 5 days per week.PHYSICAL and/or ENVIRONMENTAL DEMANDS:
The physical and environmental demands described here are representative of those encountered and/or necessary for the employee to successfully perform the essential functions of this job; reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Office environment:
office
Driving requirements:
Low Frequency (5%)
