MVD Third Party Administration
Address: 1801 W Jefferson St
City: Phoenix

Salary: $40,207.02 

Grade: 17

The Third Party Administration Help desk staff provides general oversight to all Authorized Third Party (ATP) companies. Prepare program measurements, reports, disciplinary letters, Office Memos, on site coaching summaries and relevant. Assist with new ATP provider office openings, closures and 90-day support. Review audit reports and participate in audit exit conferences. Provide daily correspondence phone support to maintain effective and efficient customer service for complex driver license, title and registration processing. Investigate customer complaints and resolve problems. Act as Liaison between ATP providers and multiple units within ADOT MVD. Meet the mandated deadline goals and objectives of the program and division. Providing leadership abilities, including the ability to coach, develop and motivate ATPs and their employees in a fast-paced environment. Providing extensive research, analysis to ATPs to ensure staff is knowledgeable and in compliance with all applicable federal, state and local statutes and regulations, including all ADOT MVD procedures, training materials, operation manuals, guidelines and all other directives that ADOT MVD provides in writing. Working collaboratively with internal program areas to provide data and reporting needs.

Travel statewide to conduct on site coaching all ATP locations. 

Research, analyze complex problems; address questions and/or concerns and customer service. Provide correspondence and on-site coaching to ATP verifying compliance with statute and procedure. Assist with new ATP openings, closures and 90-day support. Assist and guide with complex driver license, Title & Registration procedures and processes

Serve as primary contact and information resource for prospective and existing companies. Provide a high level of customer service. Develop and maintain positive customer relationships. Provide accurate information through extensive research for ATP providers for complex questions.

Prepare statistical reports. Manage multiple small to medium size projects. Participate in the design and/or test phases of projects. Occasionally contact with customers to evaluate requests for refunds, resolve disputes over complex driver license, title registration procedures and processes.

Create or revise user instruction, procedures and manuals. Create or update technical documentation related to the Third Party Program. Processes improvement WebEx training for ATPs for accuracy and good standing.

Provide reports to management relative to company and processors measurements. Prepare and send paperwork for disciplinary actions against third party companies and/or processors. Review reports sent by other agencies concerning third party compliance. Other duties as assigned such as performing special projects and assisting within the program.

Disseminates new policies and procedures and participates in related team meetings; updates information into the internal third party database for recording and audit purposes. Cross trains with staff to ensure consistent knowledge throughout the program.

Knowledge of:
* ARS Title 28, Arizona Administrative Rules, MVD policies and procedures, systems and relevant statutes.
* Providing customer services, evaluation of office procedures, customer satisfaction resolution.
* Administrative and clerical procedures, advance title and registration and driver license processes, customer relationship management system, OIMS, and other office procedures and terminology equipment applications.
* Proper incident reporting procedures to the OIG.
* Program and office performance metrics, goals/targets and variance reporting;
* Using logic and reasoning to identify the solutions, conclusions or approaches to problems.
* Google Workspace.

Skills in:
* Strong organizational and interpersonal skills.
* Written and oral communication presentation skills.
* Superior customer service.
* Proper business communications, including use of correct spelling, punctuation, and grammar.
* Strong analytical and problem-solving skills.
* Multi-tasking quickly, independently and with flexibility under tight deadlines.
* Telephone and email etiquette.
* Various applications and databases within MVD to maintain company information such as OIMS, Data Link, BlueZone, OnBase, and use of computers with various operating systems.

Ability to:
* Analyze ATP providers work in determining compliance.
* Interpret complex statute, rules, policies, procedures and direction while monitoring third party providers.
* Use mainframe driver license, title and registration, mobile home, mandatory insurance and access databases.
* Maintain a high level of accuracy and confidentiality concerning company and personnel files.
* Recognize and follow escalation procedures and set priorities.
* Handle multiple projects and meet deadlines.
* Communicate in an effective and professional manner.
* Demonstrate sound work ethics, good judgment.
* Be honest, trustworthy, respectful and flexible.

Three years experience with complex Driver License processes and three years of experience with complex Title and Registration processes (a combined total of six years). Have experience
working in an office environment, dealing directly with customers in person and by telephone.

A valid Arizona driver's license.
Background and Fingerprint Clearance required.

As this position requires driving or the use of a vehicle as an essential function of the job, then the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The Arizona Department of Administration offers a comprehensive benefits package to include:
• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Mandatory participation in the Arizona Retirement System (ASRS) is required.

For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at srecruitment@azdot.gov or phone call at (602) 712-8188 option 2.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 712-8188 option 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.