Motor Vehicle Representative
California State Personnel Board Specification
Definition
Under direction, incumbents interpret, apply, and explain provisions of the Vehicle Code and the regulations, policies, and procedures of the Department of Motor Vehicles (DMV) pertaining to the licensing of drivers, registering and titling of vehicles and vessels, licensing of vehicle dealers, manufacturers, and dismantlers, the performance of post licensing functions related to problematic drivers; and perform other related work. Incumbents typically work with customers in a fast-paced environment in departmental field and driver safety offices, call centers or headquarters’ processing units and assist the public in the issuance of identification cards, driver and occupational licenses, motor carrier permits, and the registration and titling of vehicles.
This is a multi-range deep class. Incumbents with twelve months or less in the class perform the least complex duties related to all processes in vehicle registration, titling, and/or driver license/identification. As they gain more time in the classification, and in accordance with established procedures, incumbents are assigned progressively more complex and difficult transactions duties in a variety of areas.
Typical Tasks
Positions allocated to the Motor Vehicle Representative class are located in various organizational units within the department where incumbents identify specific needs of internal and external customers in order to interpret, apply, and explain the provisions of the Vehicle Code and other laws, regulations, policies, and procedures pertaining to the registration and ownership of motor vehicles, the licensing of drivers, dealers, dismantlers, and manufacturers; handle sensitive and confidential documents; identify and/or flag suspicious behavior or potentially fraudulent documents; process various forms and documents pertaining to driver licensing, vehicle registration and ownership, occupational licensing, and other related matters to complete the requested transactions; and perform post licensing functions of the department.
Field Offices
Provide in-person assistance to members of the public; determine whether vehicles must be registered; furnish the public with and explain the use of forms and applications for registration and driver license/identification transactions; inspect documents for authenticity, signatures, and completeness of information; verify customer identity; inspect vehicles for the purpose of properly identifying, verifying, and describing the vehicle for ownership and registration certificates; ascertain whether applicants are legal residents of California; determine, assess, and explain various registration, driver license/identification transactions, and other fees and penalties required by the Vehicle Code; input sensitive customer and transaction information accurately into various databases; collect appropriate fees, accurately account for monies collected, and verify and issue receipts, accountable items, and applicable documents; provide appropriate departmental forms and informational material; administer and correct examinations; administer vision tests; take fingerprints and photographs of applicants; audit the work of counter cashiers; prepare daily reports and bank deposits for the office; assist with correspondence; and perform other related technical duties as required.
Post Licensing Services
Respond to requests for information from the public, legal community, medical entities, law enforcement and other governmental agencies, and inquiries from department staff and attempt to resolve problems by telephone, through correspondence, or in person; review and analyze driver records, accident reports, court, law enforcement, medical, and other documents used to initiate, modify, or remove actions against an individual's driving privilege; schedule appointments; administer written and vision tests; review and analyze driver records to initiate corrections to automated driver license database systems; notify customers of an action taken against a permit, license, special certificate, and/or vehicle; assist hearing officers in preparing cases for scheduled post licensing contacts; schedule foreign language interpreters; and perform other related technical duties as required.
Headquarters
Complete commercial and industry licensing, vehicle registration, and driver license/identification transactions sent to the department by mail, telephone, FAX, or through the internet; interpret, apply, and explain provisions of the Vehicle Code and other laws, regulations, program requirements, policies, and procedures pertaining to the registration and titling of vehicles and driver license/identification transactions, and the licensing and oversight of occupational licensees; collect appropriate fees, account for monies collected, and verify and issue receipts, accountable items, and applicable documents; respond to requests and inquiries from internal and external customers by telephone or through correspondence, and resolve problems by accessing various databases; and perform other related technical duties as required.
Call Centers
Interpret and explain provisions of the Vehicle Code and other departmental laws, regulations, policies, and procedures pertaining to driver licensing and registration questions posed by the public via the telephone; determine whether vehicles must be registered; verify customer identity; provide owners with the requirements for registering vehicles; determine, assess, and explain various vehicle license, registration, and other fees and penalties required by the Vehicle Code; clear certain pending registration transactions; issue receipts and accountable items; prepare daily reports; and assist with correspondence; schedule field office appointments for various departmental transactions and provide clarification and assistance to the public regarding the completion of forms, documents, and information required to be submitted with license or registration applications; provide driver license/identification applicants with the appropriate forms, informational materials, and requirements needed to obtain or regain a driver license/identification; identify documents being described by the public contact; and perform other related technical duties as required.
Minimum Qualifications
Pursuant to California Government Code Section 1040, fingerprint/criminal record clearance is required for these positions and to be eligible for appointment.
Either I
One year of experience in the California state service performing clerical duties at a level of responsibility equivalent to an Office Assistant (General).
Or II
Experience: One year of experience performing clerical, cashiering, sales clerk, or customer service work. (Academic education above the twelfth grade may be substituted on the basis of one year of general education being equivalent to six months of experience. Students who are enrolled in the last semester or its equivalent of course work, which upon completion will fulfill these requirements, will be admitted to the examination, but they must submit evidence of completion before being eligible for appointment.) and
Education: Equivalent to completion of the twelfth grade.
Knowledge and Abilities
Knowledge of: Modern office methods and equipment.
Ability to: Read, write, and understand English at a level required for successful job performance; learn, apply, interpret, and explain provisions of governmental rules and department procedures and policy; follow oral and written directions; evaluate situations accurately and take effective action; interpret and apply rules and regulations to specific cases; perform cashiering work of average difficulty involved in receiving, disbursing, and receipting of monies; operate various electronic office equipment; input information accurately and efficiently into various databases; and meet and deal tactfully with the public.
Special Personal Characteristics
Well-developed interpersonal skills including sensitivity, patience, and flexibility in order to communicate with internal and external customers in a friendly, courteous, and efficient manner.
Incumbents are expected to be dependable and punctual to provide quality customer service. Incumbents who have contact with internal and external customers are expected to present a business-like image.
