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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00036625 |
Description Activated On: 6/4/2026 2:25:39 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. Under the direction and technical guidance of the Driver & Vehicle Services' Supervisor provides excellent customer service to phone and counter customers regarding complex driver licensing and motor vehicle transactions. Provides assistance to other units within the Problem Research & Resolution Support Section when needed. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. ***************************************************************************************** Answers customer questions regarding driver licensing and/or motor vehicle transactions. Responsible for handling calls from third party customer advocates from the PA General Assembly, which is made up of the Senate and House of Representatives. Analyzes complex driver licensing and motor vehicle records to accurately respond to customer inquiries. Performs examination and data entry of applicable driver licensing and/or motor vehicle applications. Researches and evaluates Driver Licensing and Motor Vehicle discrepancies and determines action required to resolve difficult discrepancy. Utilizes examining skills, procedures, and reference materials such as the CARATS procedures, Driver and Vehicle Support Guide, the Pennsylvania Zip Code Directory, the Polk's Bank Directory, the National Zip Code Directory, etc. Understands the Crimes Code, Dangerous Drug Act, Judicial Code, Motor Vehicle Code and Driver Licensing and Motor Vehicle policies, procedures and law changes. Utilizes all Driver Licensing and Motor Vehicle processing conversations including maintenance and Driver Licensing corrections. Responsible for all fee waivers being used and reconcile cash drawers and resolves any and all outstanding errors in accordance with acceptable auditing procedures. Provides training to new employees and maintains an organized desk to ensure a smooth transition of work. Maintains daily production reports. Submits leave requests via ESS. Complies with Driver and Vehicle Services Customer Service Policy. Reviews Enterprise Content Services (ECS)) & microfilm. Maintain implemented monthly error rate. Proper use of the LEG Tree for rejections, delays, and making sure cases have been completed and follow up on open cases weekly. Process applications from Resource Account given by Supervisor or management. Process title releases, set up and take down title machine. Prepare outgoing and incoming of Yellow Folders and update spreadsheet. Follow proper chain of command Responsible for ensuring that the correct fee waiver code is used and properly documented whenever a fee waiver is necessary to process a customer transaction. Complies with all aspects of the Fee Waiver Guidelines. Succession Planning: 1. Take an active role in identifying areas where they could develop 2. Complete a Career Development Plan 3. Pursue and actively participate in developmental opportunities 4. Capture and share tacit and explicit knowledge of the job Safety: 1. Assess your environment and be responsible for your safety of co-workers, and the public 2. Attend required safety training and adhere to the requirements of all safety manuals, policies, and laws 3. Immediately report to your supervisor any incident, unsafe practice, or near miss. 4. When in an enclosed environment (office buildings, confined spaces, flagger stations, equipment pinch points, etc.), know your evacuation process and escape route, your communication protocols, and appropriately react in the event of an incident |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Reviews complex DL & VR records to provide accurate information to customer inquiries. Performs independent decisions concerning the process to be followed, the appropriateness of the information presented for further processing and the necessary actions to be taken. Performs assigned duties with considerable independence and little review. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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