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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00048105 |
Description Activated On: 3/18/2026 1:12:32 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. The employee in this clerk 3 position performs complex clerical work which requires the application of independent judgment. This position is responsible for the Online Messenger (OLM) phone support line for all online processing questions. Makes independent decisions concerning the process to be followed, the appropriateness of the information to be processed, and the actions to be taken for the business partners. The position is also responsible for sorting transactions processed online by OLM’s. Prepares detailed and comprehensive reports of findings in the OLM audit report sent to the business partner when the review and audit is completed. Assembles, organizes, and presents audit finding information from various source materials and clearly documents findings within the audit report. |
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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. Online Messengers (OLMs) are private businesses contracted with PennDOT to provide certain driver licensing and vehicle registration services for customers via an online connection. This position is responsible for the OLM phone support line for all Online Messenger processing questions. Handles OLM inquires by telephone and email. Identifies and escalates priority issues to management. Makes independent decisions concerning the process to be followed, the appropriateness of the information to be processed, and the actions to be taken for the business partners. Prepares detailed and comprehensive report of findings in the OLM audit report sent to the business partner when the review and audit is completed. Assembles, organizes, and presents audit finding information from various source materials and clearly and correctly documents findings within the audit report. Completes the site audit findings and clearly documents them in the OLM audit report. Works closely with the Regulated client services section's audit unit by providing any audit findings which are documented in the report for scheduled site audits conducted by the Dealer Audit Unit. Take the site audit outcome from the Dealer Unit and documents them in the OLM audit report. Alerts the program manager of any audit findings that are serious in nature and of any contract and agreement non-compliance. Responsible for sorting transactions for quality control audits of 12 Online Messengers locations per month. Reviews monthly OLM fee waivers to ensure the proper use and applications are properly completed/processed. Assists OLMs with user access requests for MVDLS, OLM SharePoint, and .Centric. Reviews user access forms from OLMs for completeness before submitting for processing. Communicates back to the OLMs once user access has been granted. Troubleshoots with the appropriate departments if OLMs have issues with their user access. Reports any system issues identified by business partners immediately to the program manager. Works with the Bureau of Support Services' Training Division. Uses a personal computer to data enter required information from bureau forms to programmed designed formatted screens to ensure proper issuance. Examines and determines required information has been provided on bureau forms to ensure proper issuance of PennDOT products by the business partner. Identifies applications with discrepancies. Uses examining standard procedures and reference materials, such as the MVDLS, the Pennsylvania Zip Code Directory, Dealer Agent Services (DAS) system, ECS, system generated reports, National Motor Vehicle Title Information System (NMVTIS) etc. Assists the Online Registration Quality Control Audit Unit with online registration program problem reports when needed. Alerts program manager or management of reoccurring errors in work processed. Presents a professional, courteous image to represent high departmental standards. Understands the customer's needs and interprets the Motor Vehicle Code, Department and Program policies, Online Messenger training manual and procedures to the customer's level of comprehension. Obtains and interprets information provided through the Departments MVDLS system and QC Databases. Data enters quality control work on QC databases. Makes independent determinations on the best possible resolution to processing problems. Establishes and maintains effective working relationships with subordinates, co-workers, business partners and the general public. Copies various forms and documents when directed. Completes audit reports in a timely manner. Work must be performed within the framework of existing law and regulation; nevertheless, individual discretion and decision-making is not only permitted, but required. In response to On-line messenger business partner program questions or issues, this position provides or facilitates the response, or prepares reports that are submitted to the manager. Recommends to management refresher training to any online messenger/business partner. Most day-to-day activity is providing phone support to OLM businesses. Works overtime when required. Assists with special projects in the Online Programs Section. Complies with Driver and Vehicle Services Customer Service Policy. |
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. Independently evaluate, and make judgments applying established business rules and procedures to produce the desired answer to business partner questions and/or product for the customer. In response to a business partner inquiry, this work involves researching the status of an activity and preparing a response for supervisor signature. |
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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. N/A 5. N/A 6. N/A |
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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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