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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00063120 |
Description Activated On: 3/19/2026 10:32:32 AM |
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 primary purpose of this position is to provide a wide range of correspondence, discrepancy research, correction and information services to a variety of external customers, partners and contractors, and internally to all levels of the Department of Transportation, in order to ensure the accuracy of vehicle records and meet the needs and customer service expectations of those who contact the unit. |
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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. The employee in this position will perform the following duties: •Research, Compose, Type, Revise, and Proofread Executive Correspondence—Independently research requests for executive correspondence, make independent decisions regarding how to respond to such requests, then type correspondence in proper format, proofread, and submit for review by management. With each review, executive correspondence may need retyped to include revisions. Executive correspondence is written for the signatures of Section and Division Managers, the Director of the Bureau of Motor Vehicles, the Deputy Secretary for Safety Administration, or the Secretary of the Department of Transportation. In addition to written correspondence, responses to requests for executive correspondence can include phone calls, and email. •Typing Letters for RSOS Programs—Format, type and proofread letters written to internal and external customers related to the programs of RSOS, including the Electronic Lien and Title (ELT) Program, the National Motor Vehicle Title Information System (NMVTIS) Program, and custom correspondence for RSOS managers and supervisors. •Maintaining Lienholder Files for ELT Program—Maintain an electronic data base and paper files, as needed, of all lienholders enrolled in Pennsylvania’s ELT Program. •Research—Perform complex research using a variety of resources, including the Pennsylvania Vehicle Code, the Commonwealth Automated Registration and Titling System (CARATS), or MVDLS, the NMVTIS system, ELT Program files, AAMVA data bases, vehicle records, PennDOT policy, procedures, federal regulations, microfilm, and digital records to determine the accuracy of vehicle title and registration records, make decisions related to titling and registration of vehicles, perform vehicle record maintenance, and provided information to customers. •Processing Transactions—Process titling, registration and parking placard transactions within the MVDLS and CARATS systems. •Phone Work—Respond directly to customer inquiries related to letters they receive from PennDOT concerning a rejected application, or a letter issued by RSOS regarding any of the Section’s Programs. *Notepads--Receive electronic messages from customers through the Customer Care Center, then sort and distribute to other work units throughout the Bureau of Motor Vehicles. Maintain Files related to notepads handled within the unit. Perform all necessary research, communication with customers, and motor vehicle transaction processing in order to resolve discrepancies and answer customer questions. •Help Desk Services--Provide help desk services related to the Electronic Lien and Title (ELT) program, and the National Motor Vehicle Title Information System (NMVTIS). Services are provided directly to ELT service providers who represent over 5,000 lienholders enrolled in the ELT program, as well as help desk personnel in all states utilizing information in the NMVTIS data base. Services include independent research and interpretation of PennDOT’s vehicle records, providing information via email, telephone and correspondence, and updating, correcting or creating vehicle records by processing transactions in the MVDLS or CARATS system. Information provided includes PA Vehicle Code requirements, PennDOT programs, ELT Program participation requirements, lienholder transactions, vehicle titling requirements, titling and lien discrepancies, title issuance, and general requirements of the ELT Program •Proofreading—Accurately proofread correspondence produced by RSOS. •Maintaining Records—Maintain detailed electronic records in the form of spreadsheets or saved files, using removeable disks, computer hard drive, and system shared drives. •Work Logs—Maintain accurate work logs, spreadsheets and reports to ensure complete and accurate records are available. •Filing—Complete files of all cases handled must be maintained within the unit and made accessible to employees of the unit when needed. •Policies and Procedures—Comply with all applicable Commonwealth and Department policies and procedures, as well as all general work rules and procedures. •Training—Complete all training needed to meet or exceed job requirements, and provide training and assistance to coworkers in a manner defined by the unit supervisor. •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. • Take an active role in succession planning by completing a Career Development Plan in collaboration with the supervisor. In conjunction with the supervisor, participate in knowledge management/transfer by identifying key aspects of the job and sharing explicit and tacit program/technical knowledge with other employees. •Other—Perform other duties as assigned. In the performance of any or all of the above duties, the employee will need to use the following equipment: personal computer (connected to PennDOT’s mainframe computer system, and other web-based networks), multi-function telephone, FAX machine, photocopying machine, network and local printers. The employee must possess the following specialized skills and knowledge: •Thorough knowledge of the Pennsylvania Vehicle Code, Department policies and regulations as they apply to motor vehicle titling and registration. •Thorough knowledge of PennDOT’s CARATS and MVDLS Systems and ability to inquire and process vehicle-related transactions and inquiries within that system. •Ability to utilize a variety of PC and Web-based systems, programs, networks and software. •Ability to write clear, concise, accurate and customer-friendly letters. •Ability to proofread and revise letters. •Ability to make independent decisions with regard to vehicle titling and registration requirements, and interpretation of the Vehicle Code, work policies and work rules. •Ability to provide friendly, accurate, timely service to all customers at all times. •Ability to maintain quality and productivity standards of the work unit •Ability to work with supervisor and coworkers in a manner that promotes teamwork and a cooperative atmosphere for teaching and learning the various aspects of the unit’s work. •Ability to comply with all Safety Administration Policies and Procedures (i.e., Gifts and Favors, Customer Service, Record Information Confidentiality, Internet Access, Privacy Procedures and Subpoena of Department Employees/Records). Safety 1. Assess your environment and be responsible for your safety, the 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 pink 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. The employee in this position must be able to take direction from the supervisor and manager of the work unit and make independent decisions without supervision related to all the duties and work functions above, and work that requires deviation from standard procedures. Work is assigned to the employee by the unit supervisor or manager. The employee must also be able to work independently and accept work directly from the customer, and take correct procedural steps to resolve customer issues without supervisory assistance. |
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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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