- Telephone Information Operator II (Revenue)
- What will I be doing?
- Do I qualify?
- Can I be successful?
- How do I apply?
This is difficult public contact work for the Department of Revenue that involves providing information in response to complex telephone inquiries concerning licensing or registration services for an assigned program of the Division of Motor Vehicle & Drivers Licensing.
An employee in this class responds to telephone inquiries from customers, field office staff and/or other jurisdictions, including difficult calls regarding complex drivers licensing or motor vehicle registration and titling requirements. Work involves providing training and/or assistance to lower-level Telephone Information Operators in the laws, regulations, procedures and computer systems for the assigned licensing or registration program. Work may also involve processing error reports and making corrections to computerized drivers licensing records. Work at this level may be distinguished from the Telephone Information Operator I class by the employee's independence and application of specialized knowledge of the assigned licensing or registration program. Work is performed under the general supervision of a designated superior; however, the employee works independently within established guidelines.
Provides training and/or assistance to lower-level Telephone Information Operators.
Responds to telephone inquiries regarding the requirements for commercial and individual Missouri driver's licenses or the registration and titling of motor vehicles, including difficult calls involving irate customers or inquiries regarding complex licensing or registration issues.
Explains laws, regulations and procedures to customers, field office staff and/or other jurisdictions concerning the assigned licensing or registration program.
Processes error reports and makes corrections to computerized drivers licensing records; updates or deletes information in the computer system as appropriate.
Searches computerized records and files in order to obtain requested licensing or registration information for callers.
Generates and mails computerized forms and letters in response to requests from other jurisdictions, lending institutions, insurance companies and customers for licensing or registration information.
Maintains current knowledge of laws, rules, regulations, procedures, program changes and manual modifications for the assigned licensing or registration program.
Performs other related work as assigned.
(The following minimum qualifications will determine merit system eligibility and may be used to evaluate applicants for Missouri Uniform Classification and Pay System positions not requiring selection from merit registers.)
One year of experience as a Telephone Information Operator I, or two years of clerical or public contact experience above the entry-level, with the Missouri Division of Motor Vehicle & Drivers Licensing.
Three years of office or public contact experience, of which two years must have involved licensing or registration activities; and possession of a high school diploma or proof of high school equivalency.
Please note that documentation that supports your eligibility (i.e. transcripts, employment records, etc.) may be required at any time during the application and hiring process. If you do not possess the minimum qualifications, please consider one of many other employment opportunities with the State of Missouri.
Do you possess the key skills which are considered essential for successful employment in this classification?
Considerable knowledge of state laws, rules, regulations and procedures applicable to drivers licensing or the registration and titling of motor vehicles.
Considerable knowledge of the organizational structure and functions of the Division of Motor Vehicle & Drivers Licensing.
Considerable knowledge of communication techniques employed in answering telephone inquiries.
Considerable knowledge of computer systems utilized by the assigned licensing or registration program.
Ability to provide training and assistance to lower-level Telephone Information Operators.
Ability to explain laws, regulations, policies and procedures of the assigned licensing or registration program.
Ability to operate a computer terminal to input and retrieve information.
Ability to collect, organize and present facts, accurately and thoroughly.
Ability to communicate effectively via telephone with customers, field office staff, other employees, lending institutions, insurance companies, other jurisdictions and the general public.
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