Title: Customer Records Technician Work Lead, Position No. 01151

State Role Title: Admin & Office Specialist III

Hiring Range: $47,070.00 - $54,130.50

Pay Band: 3

Agency: Department of Motor Vehicles

Location: CUSTOMER RECORDS

Agency Website: www.dmv.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Virginia Department of Motor Vehicles is hiring for a Customer Records Technician Work Lead for a position within its Records Access Management Services department located at our headquarters location in Richmond, VA

The Customer Records Work Lead provides operational oversight, staff guidance, and working lead support across the Customer Records work center, encompassing both the Customer Records and Court Services functions. This position is responsible for ensuring that daily production standards are met, monitoring workload distribution across both Technician and Senior staff levels, and serving as the primary subject matter resource for all work center operations.

The Work Lead maintains full processing proficiency in both Customer Records and Court Services functions and applies that expertise to train, guide, and support staff at all levels. This position will be responsible for the performance and development of both Customer Records Technician and Senior Customer Records Technician employees.

The Virginia Department of Motor Vehicles (DMV), headquartered in Richmond, Virginia, serves approximately 6.2 million licensed drivers and ID card holders with over 8.4 million registered vehicles. In addition, DMV serves a wide array of businesses, including dealers, fuels tax customers, rental companies, driving schools, other state agencies, local governments, and non-profit organizations. DMV operates upon five fundamental core values: Trustworthiness, Respect, Accountability, Integrity, and Teamwork (TRAIT). We don’t just talk about our core values, we live them!

Minimum Qualifications

• Comprehensive knowledge of legal processing procedures, including subpoenas, summonses, witness subpoenas, and/or non-resident suits
• Knowledge of Freedom of Information Act (FOIA) requirements
• Ability to interpret and explain guidelines, regulations, and legal procedures to customers, attorneys, staff, and management.
• Ability to interpret complex legal documents. statutes, and court orders and determine appropriate action.
• Demonstrated ability to monitor workload, allocate resources, and manage multiple concurrent priorities across a dual-function work center environment to ensure production goals and due dates are met.
• Demonstrated leadership ability, including the capacity to delegate, mentor, and hold staff accountable to work center standards.
• Ability to prepare daily, weekly, and monthly production reports accurately and with attention to detail.
• Effective oral and written communication skills for interaction with customers, attorneys, staff, and management.
• Ability to handle confidential and legally sensitive information with appropriate discretion.
• Ability to work with minimal direct supervision and exercise independent judgment in the absence of the manager.
• Proficiency in preparing and maintaining procedural documentation, training materials, and job aids.

Additional Considerations

• Experience in or demonstrated proficiency with CSS, Converge, and the Court Services Document Tracking System.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Selected candidate(s) must complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify.

All applicants for employment must consent to a background check. Selected candidates must consent to a fingerprint-based criminal history check, driver record check, and background investigation, if applicable.

As a condition of employment, the DMV will be alerted of any convictions for moving violations, including license suspension.

Submission of an online application is required. DMV does not accept applications, resumes, cover letters, etc., in any other format. When applying for jobs, please ensure your online application or resume is complete with duties and skills associated with your work experience and years of experience to properly assess your skills in the screening process. Candidates are evaluated based on information provided in the application materials. Missing information cannot be assumed.

Contact Information

Name: DMV Employment

Phone: 804-367-0528

Email: employment@dmv.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.