MV Call Center Specialist I

About the role

• Job Posting Title
• MV Call Center Specialist I
• Agency
• 640 SERVICE OKLAHOMA
• Supervisory Organization
• Help Desk & LO Support Services
• Job Posting End Date

Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

• Estimated Appointment End Date (Continuous if Blank)
• Full/Part-Time
• Full time
• Job Type
• Regular

Compensation

The Service Oklahoma (SOK) mission is to ease the stress in navigating government services by providing a best-in-class customer experience. We are Oklahomans helping Oklahomans by providing driver license and motor vehicle services on behalf of the state.

This position has an annual rate of $SALARY.

Agency Summary

This position has an annual rate of $43,500.00.

The Service Oklahoma offers a generous benefits package, including a benefits allowance to off-set the costs of medical, dental, vision, life and disability insurance plans. The Service Oklahoma will match up to 7% towards an employee's Defined Contribution retirement plan. Our employees receive 11 paid holidays, 15 days of paid annual leave, which increases with every 5 years of service, and 15 days of paid sick leave. Additionally, employees will receive longevity payments based on their years of service with the State of Oklahoma.

Position Summary

The MV Call Center Specialist I is an advanced-level position responsible for handling complex motor vehicle inquiries, providing technical expertise to License Operators and staff, and serving as a subject matter expert on motor vehicle policies, procedures, and regulations. This position independently resolves escalated issues, conducts research, assists with training, and supports operational improvements. The specialist acts as a resource for both external stakeholders while ensuring compliance with all state requirements.

Position Responsibilities

This job description describes the general nature and level of work performed by the employee assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities and skills.

Advanced Customer Service and Case Resolution

• Handles escalated customer complaints and complex motor vehicle transactions.
• Researches and resolves advanced title, registration, ownership, lien, and compliance issues.
• Interprets and explains complex motor vehicle laws, regulations, and policies.
• Serves as a subject matter expert for License Operator and staff.
• Identify trends and recommend process improvements to enhance customer service and operational efficiency.

Technical and Operational Expertise

• Reviews and analyzes complicated transactions requiring advanced knowledge and decision-making.
• Investigates discrepancies involving titles, registrations, ownership records, and supporting documentation.
• Coordinates with internal departments, external agencies, law enforcement, financial institutions, and other stakeholders as necessary.
• Assists in testing system enhancements, policy updates, and procedural changes.
• Supports special projects and operational initiatives.

Leadership and Training

• Mentors and provide guidance to Motor Vehicle Specialist I staff.
• Assists with onboarding and training new employees.
• Develops and maintains job aids, training materials, and procedural documentation.
• Provides coaching support for team members.
• Participate in quality assurance reviews and performance improvement efforts.

Compliance and Quality Assurance

• Ensures compliance with all applicable laws, regulations, and agency policies.
• Conducts quality reviews of transactions and customer interactions.
• Identifies training opportunities and process gaps.
• Assists leadership with audits, reporting, and compliance reviews.

Additional information

This position may be expected to cross-train in other sections of their division and perform the job duties in each section, based on the needs of the agency.

Knowledge, Skills, & Abilities

• Advanced knowledge of title, registration, ownership, and compliance requirements.
• Strong analytical and problem-solving abilities.
• Ability to interpret statutes, regulations, and policy guidance.
• Excellent communication and conflict-resolution skills.
• Ability to work independently and exercise sound judgment.
• Strong organizational skills and attention to detail.

The preferred minimum qualifications for this position are

• High school diploma or equivalent required; associate degree preferred.
• Three (3) years of customer service, call center, motor vehicle, title and registration, or related experience.
• Advanced knowledge of motor vehicle laws, regulations, policies, and procedures.
• Experience researching and resolving complex customer issues.
• Experience training, mentoring, or providing technical guidance preferred.

Special Requirements

• The schedule for this position may vary and require flexibility, including some early or late shifts, weekends, and occasional overtime, based on the needs of the agency.
• Ability to sit for extended periods.
• Frequent use of computers, telephones, and office equipment.
• Ability to communicate effectively with customers, staff, and external stakeholders.

Additional information

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.