As the Vehicle Services Liaison Officer, you will provide technical and transactional assistance, utilizing your ability to use positive conversations and professional behavior to respond to difficult, stressful, or sensitive situations. As the subject matter expert, you will analyze complex situations to resolve escalated complaints, inquiries, and complex regulatory, policy, and procedural issues regarding vehicle and vessel records, titles, and registrations by telephone, written correspondence, or in person.

Some of what you will do:

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  Provide consultation and make decisions to assist customers in circumstances that fall outside the standard operational procedures.
• Troubleshoot and provide technical assistance to resolve hardware, software application, and network computer problems.
• Analyze information and data to develop recommendations for DRIVES system changes to ensure accurate records and resolve customer issues.
• Exercise delegated authority to waive requirements or make exceptions within the boundaries of complex title and licensing laws, rules, policies and procedures.
• Perform record corrections and/or corrected transactions to maintain accurate records and ensure customers have correct documents.

What you will bring:

• Four (4) years of combined education and experience in Business, Public Administration, Traffic Administration, Pre-Law, Social Science, customer service in vehicle and/or vessel titling and registration, or in the investigation and analysis of credit or financial conditions, or in related field.
• Experience must include:
  • Two (2) years of experience and technical knowledge using Microsoft Office products such as Outlook, Scheduler, Word, Excel, PowerPoint, Access, and other common MS Office products.
  • Two (2) years of experience analyzing and interpreting RCWs, WACs, state and federal laws, rules, regulations, statutes, and policies and procedures and applying them in relevant work experience to communicate to customers, clients, or stakeholders and/or resolve customer complaints, inquiries, and complex problems.

• One (1) year as a Vehicle Services Liaison Officer 1.

Associate’s degree = 2 years | Bachelor’s degree = 4 years | Master's degree = 5 years

• A Bachelor's degree involving major study in Business, Public Administration, Traffic Administration, Pre-Law, Social Science, or closely allied field AND 1 year of professional or customer service experience in vehicle and/or vessel titling and registration, or in the investigation and analysis of credit or financial conditions, or in related field.
• Knowledge and experience using DRIVES to process transactions and/or query records to assist customers, user interfaces, web-based applications, and retrieving/updating data from unique department database systems.
• Knowledge of vehicle/vessel title and licensing processes obtained by processing transactions as a Licensing Service Representative, Vehicle Licensing Representative, or a dealer title clerk.
• Experience facilitating, leading, training or presenting information in large groups both in person and over the internet, using visual aids and presentation software and encouraging cooperation, solutions, integration of ideas, and information to form effective goals, objectives, and timelines.

• Per Governor Inslee’s Directive 22-13.1, state employees must be fully vaccinated effective November 4, 2022. Providing proof of being fully vaccinated is a condition of employment and your vaccine status will be verified prior to starting work. Being fully vaccinated means two weeks after you have received the second dose in a two-dose series of a COVID-19 vaccine or a single-dose COVID-19 vaccine authorized for emergency use, licensed, or otherwise authorized or approved by the U.S. Food and Drug Administration or listed for emergency use or otherwise approved by the World Health Organization. Please reach out to the HR Office at 360-902-4000 if you need information on medical or religious accommodation.
• Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.