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State of Massachusetts Customer Service Representative III, Suspensions in Boston, Massachusetts

About MassDOT An agency on the move, the Massachusetts Department of Transportation (MassDOT) takes great pride in connecting the Commonwealth’s residents and communities. Powered by a growing data-analytics discipline – and working in conjunction with municipalities, public agencies and the private sector – we’re finding new ways to improve the Bay State’s transportation infrastructure. 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. MassDOT’s divisions include: Highway, Aeronautics, Registry of Motor Vehicles, Rail & Transit, and Planning & Enterprise Services.We are an organization of over 4,000 and growing. Duties and Responsibilities · The incumbent of this position is responsible for performing the following duties: · Investigate, request and triage required Out of State OUI documentation for Hearing Officer to process customer reinstatement. · Investigate, Prepare and Clear Suspensions of Driving Privileges. · Override invalid fees associated with suspensions of License and Sanctions. · Correct invalid suspensions on both License and Registration. · Review abstracts when criminal citations are active on customer records ensuring compliance with the courts and the Merit rating Board. · Authorized to remove and clear warrants and court defaults after reviewing and confirming court documents. Compile Proof of Clearance for customers who were suspended due to an Out of State issue. · Answer inquiries relative to laws, rules, regulations, policies and procedures governing agency services. · Determine the need for a hearing and/or further documentation. · Gather information needed to perform related work as required. · Answers telephone calls and provides routine information concerning agency services according to established procedures. · Ensure that customer service is provided in a professional, efficient, and courteous manner. · Perform other general office duties upon request. · Follow security procedures according to Registry policy and the Code of Conduct. · Examines the correctness of execution of forms, documents and applications pertaining to suspensions. · Processes data on ATLAS through a PC environment. · Reviews driving records in compliance with laws regarding suspensions/revocations. · Works with the supervisor to document and report system issues and errors regarding suspension/revocation policies. · Responsible for retaining, either by memory or use of agency information manuals and or computer software, all information pertaining to agency rules and regulations, policies, procedures and agency functions and branch location. · Ability to accurately and intelligently explain rules, regulations, policies, procedures and agency functions. · Answer incoming phone lines with the use of headset and desk top application in conjunction with an automatically distributor (ACD) to assist customers. Use ATLAS a Web based Browser, Case Management and customer fulfillment application. · Develop a thorough knowledge and use of the ATLAS tabs and their functions. · Perform a variety of credit card transactions. Provide citation information and all suspensions resolution. · Performs miscellaneous job related duties. · Serve as a resource for internal and external departments to research and resolve inquiries. 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. RMVJobs 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. 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) three 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. Substitutions: A Bachelor's or higher degree may be substituted for one (1) year of the required experience. 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. SPECIAL REQUIREMENT: Please note that this position may require the ability to travel to various MassDOT facilities across the Commonwealth. For the purposes of bargaining unit designation, Unit 1 is equivalent to MassDOT Unit A. 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! · For questions regarding the job posting, please email Tricia Weston at Tricia. · 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 Derrick Mann at 857-368-8541. An Equal Opportunity/Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. *Job: Administrative Services *Organization: Massachusetts Department of Transportation *Title: *Customer Service Representative III, Suspensions Location: Massachusetts-Boston - 136 Blackstone Street Requisition ID: 23000AA9