Licensing Specialist - Helena, United States - State of Montana

Description

:

THE OUTSIDE IS IN US ALL.

A State Application and a Cover Letter are required for a complete application.
Applications missing the requested documents will be considered incomplete and may not progress further in the process. Documents not requested will not be considered in the recruitment process. The State Application is not a substitute for a Resume.

This position closes at 11:
59 PM Mountain Time on May 22, 2024. You must apply through the State of Montana Career site.

Special Information:

Identity of applicants who become finalists may be released to the public if the Department deems it necessary.
Employees who exceed 1,040 hours in a calendar year are also provided health, dental and life insurance. Other benefits include retirement, paid vacation, sick and holidays.
This position may be covered by a VEBA (Voluntary Employee Beneficiary Association).

A successful applicant will be subject to a background investigation.
Women and minorities are under-represented in this job category and are encouraged to apply.

Job Overview:

The Licensing Specialist position is responsible for administering licensing operations, processes, systems and data.

Position provides licensing expertise to the department and other interested parties and assists in the implementation of licensing policy for the department.

The position reports to the Licensing Supervisor.

This position is a call center position; the Licensing Specialists process many application types, provide assistance to FWP providers and vendors, as well as other tasks, but the main focus is assisting customers on the phone.

The licensing call center takes anywhere from 45,000 to 65,000 calls a year.


Job Duties:

A

Licensing Operations:

• Supports operation of the department's licensing system.

Coordinate with the department's Technology Services Division the implementation of the department's licenses system. Ensures that system operates in compliance with all Montana licensing laws, rules, policies and procedures.

• Identifies programmatic bugs or desired improvements, documents and elevates for management review.

Ensures that all changes made relative to licensing issues are thoroughly tested and functioning as expected before being moved into the system's production environment.

• Researches and answers agency, provider or other user questions related to operation of the department's licensing system.
• Provides guidance to users of the system to ensure correct and effective use.

Helps users to identify any aspect of the system which can be beneficial in the performance of their job.

• Monitors and implements procedures for accurate and timely completion of special permits/license drawings.
• Participates in the development and incorporation of procedure and/or policy changes based on MCA and ARM requirements.

Public Information and Customer Service

• Provide technical assistance and training to department staff and license providers regarding licensing operations.

Disseminate program information to the public to increase awareness of program services, ensure compliance with state and federal requirements and foster support and understanding of program objectives.

• Respond to inquiries and provide information and technical assistance regarding functions, authorities and responsibilities of the Licensing Bureau to the public to ensure they understand their rights and legal processes and facilitate the operations of the office.

Including remaining current with legal and administrative requirements, researching licensing, hunting and fishing manuals, directories, books and guides and explaining rights and requirements in a clear and understandable manner.

• Assist the public and license providers in processing and submitting license applications and special drawing information.

Interpret licensing processes, procedures and conduct research into special requests and functions and responsibilities of other department personnel to determine appropriate response.

• Deescalate conflict situations with angry or frustrated customers including use of empathy and by calmly and patiently explaining licensing procedures and special drawing processes, the authority and jurisdiction of the department and bureau by using conflict resolution techniques.
• Receive complaints and conduct initial complaint reviews, provide required notifications to the supervisor or other appropriate department staff, record complaints and mediating contentious and or confrontational situations with involved or affected parties (e.g., providers and applicants).

Physical and Environmental Demands:



Performs work indoors in a typical office environment with light lifting and extensive computer use. The employee is regularly required to stand, sit, and use hands and fingers to operate a computer and telephone. May sit for extended periods. Some travel and extra work hours are required. Must be able to handle changing priorities and deadlines in a professional and effective manner.
The incumbent may encounter periodic stressful occurrences such as short deadlines and working with angry and/or uninformed public.
The incumbent must be capable of handling these situations as well as periodic stressful occurrences.

Among the incumbent responsibilities is fulfilling license providers requests for department materials such as boxes of hunting/fishing regulations which can weigh up to 50 pounds.

Qualifications

Knowledge, Skills and Abilities:



Ability to work with a diverse group of people.
Extensive knowledge of office management practices.
Ability to communicate effectively both verbally and in writing.
Technical knowledge of Montana Codes Annotated, Administrative Rules of Montana, and Annual Rule Procedures.
Considerable knowledge of working with complex internal systems.
Understanding of internal accounting control procedures.
Working knowledge of current system analysis design, testing and maintenance techniques and practices.
Ability to recognize, analyze and solve complex problems.

Ability to develop and implement complex licensing procedures; to interpret complex licensing information and circumstances, and formulate solutions/recommendations to resolve licensing issues.

Ability to learn quickly and independently; work under pressure to meet deadlines and prioritize work.

Minimum Qualifications (Education and Experience):

The knowledge, skills, and abilities of this position are normally attained through a combination of education and experience equivalent to a High School diploma and four years progressively responsible administrative experience, including public relations, information processing, and/or administrative research.

Other combinations of education and experience will be considered on a case-by-case basis.