Professional Licensing Representative - Driver Training Schools (PLR1)

Full Job Description

We are dedicated to growing a culture of belonging through our values:

Respect | Trust | Diversity | Inclusion | Equity

At the Department of Licensing (DOL), we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected.

Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers and help build trust in our government.

If you are passionate about providing excellent service and making a positive impact on public safety, we invite you to apply

Requirements

As a Professional Licensing Representative, you will play a key role in supporting the Licensing, Endorsements, and Traffic Safety (LETS) Driver Training Schools Unit within the Department of Licensing.

In this position, you will help protect public safety and ensure regulatory compliance by reviewing and evaluating licensing applications, determining eligibility based on established requirements, and issuing approvals or denials.

You will independently identify incomplete or inconsistent applications, request additional information, and make updates to customer records to support licensing decisions.

Your work involves regular interaction with driver training schools, internal DOL staff, program specialists, auditors, and other state agencies.

Operating under general direction, you will also identify opportunities to improve processes while escalating complex or non-standard issues to leadership.

Through accurate decision-making, clear communication, and a strong focus on customer service, you will contribute to program success and the agency’s mission of public safety.

• Review and evaluate licensing applications, including criminal history, to determine eligibility based on established requirements.
• Approve or deny applications and issue licenses when all requirements are met.
• Identify incomplete or inconsistent applications and request additional information from customers.
• Update and maintain customer driving records, including adding or removing training and exam information tied to licensing eligibility.
• Communicate with driver training schools, internal staff, program specialists, auditors, and other state agencies to resolve questions and issues.
• Identify and suggest improvements to processes to increase efficiency and accuracy.
• Escalate complex, sensitive, or non-standard eligibility, compliance, or system issues to supervisors as needed.

Qualifications

• Four (4) years of experience providing professional customer service to resolve complaints or answer questions using knowledge and interpretation of laws, rules, and regulations.

• Two (2) years of technical experience in a licensing or regulatory program.

• Experience must include:
  • Two (2) years of experience using Microsoft Suite including Word, Excel, Outlook, OneNote, SharePoint (or similar programs).
  • One (1) year of experience writing clear, professional, and accurate instructions or responses for customers, with a focus on easy-to-follow steps.
  • One (1) year of knowledge and experience accessing, inputting, and maintaining records into multiple database systems.
  • One (1) year of experience interpreting laws, statutes regulations, rules, policies, and law codes and applying them in relevant work experience to communicate to customers and/or clients.
  • The ability to:

    • Understand and follow agency values of respect, trust, diversity, equity and inclusion through behaviors and decisions.

    • Promote and support a respectful, equitable, and inclusive workplace for all employees.

    • Promote and support respectful, equitable, and inclusive delivery of services to customers.

    • Take action to learn and grow.

    • Take action to meet the needs of others.

• Experience with DOL driver systems (DRIVES & POLARIS), user interfaces, web-based applications, and retrieving documents from department databases, systems, and records.

• Knowledge of driver training school regulations, testing, endorsements, and safety licensing laws.

• Experience working with grants, vouchers, or similar financial based programs.

• This position requires you to work in office at our Olympia, WA location as business needs require. This currently means being in office monthly, but may change if necessary.
• Prior to new hire, a pre-employment 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.

Additional Information

Come join us in changing the way government delivers services and help build a legacy of commitment to and excellence in diversity, equity, and inclusion!

• Select the Apply button at the top of this job announcement.
• Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.

We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, and veterans.

We value the unique traits and attributes that each employee brings to the job.

Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington.

Veteran/Military Spouse Preference Notice
To take advantage of veteran/military spouse preference, please notify the Talent Acquisition Team. Use a subject line that includes the title of this recruitment.