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Lead Client Relations Representative

2 months ago

Tucson, Arizona, United States Arizona Official Website of State of Arizona Full time

Job Overview:

In this role, you will operate with minimal oversight, executing senior-level customer service functions within a governmental office. You will handle intricate customer service issues, including specialized training and guidance in specific areas of expertise. Additionally, you will mentor junior staff and oversee workflow, assessing and suggesting improvements to operational processes.

Key Responsibilities:

- Specialize in verifying identity documents and guide other representatives on credential issuance procedures for international applicants.

- Conduct second-level approvals for credential issuance and utilize advanced electronic verification systems to detect fraudulent documents.

- Prepare detailed incident reports for investigations involving suspect documents.

- Review and process applications and legal documents, ensuring compliance with relevant regulations and policies.

- Maintain and update records across various databases, analyzing operator license histories and outstanding citations.

- Investigate complex applications, ensuring adherence to compliance requirements and providing exceptional public service.

- Evaluate operator license applications, determining eligibility based on established regulations.

- Manage financial transactions, ensuring accurate collection and reconciliation of fees, and maintaining inventory of necessary supplies.

- Conduct vehicle inspections to verify compliance with applicable statutes and administer driving tests.

- Develop training materials and compile reports on daily operational activities for management review.

Required Knowledge, Skills & Abilities:

- In-depth understanding of relevant statutes, regulations, and procedures related to motor vehicle licensing and registration.

- Proficient in customer relations and document fraud recognition.

- Strong skills in active listening, critical thinking, and effective communication.

- Ability to utilize electronic verification tools and manage complex files and records.

Preferred Qualifications:

- Experience in a customer service role within a motor vehicle department.

- Completion of specialized training in document fraud recognition.

Pre-Employment Requirements:

- A valid driver's license with a satisfactory driving record is mandatory.

- Successful completion of the Electronic Employment Eligibility Verification Program is required for all new hires.

Benefits:

The Arizona Department of Administration provides a comprehensive benefits package, including:

  • Sick leave
  • Vacation with paid holidays
  • Health and dental insurance
  • Retirement plan
  • Life insurance and long-term disability coverage

Mandatory participation in the Arizona Retirement System is required.