ELECTRONIC EXCEPTION QUEUE COORDINATOR

State of New Hampshire Job Posting Department of Safety Division of Motor Vehicles Bureau of Financial Responsibility 23 Hazen Drive Concord NH 03305

Electronic Exception Queue Coordinator (Program Assistant II)

Position #10381

$19.96/hour - $26.41/hour

This position offers a Trainee Status* starting at the following pay rate: $19.23 per hour

*Candidates hired at a Trainee Status must meet minimum qualifications within one (1) year of hire date

*See total compensation information at the bottom of announcement.

The State of New Hampshire, Department of Safety, Division of Motor Vehicles, Bureau of Financial Responsibility has a full-time vacancy for Electronic Exception Queue Coordinator (Program Assistant II), SOC Title 3-4190 MISC RECORDS CLERKS-3. This position has a 37.5 hour work week and is considered non-exempt.

Summary:

To manage and monitor the daily functions of the Bureau of Financial Responsibility electronic exception queues, ensuring the timely and accurate completion of processing. Assists with clerical supervisory responsibilities for the Division of Motor Vehicles, Bureau of Financial Responsibility, consistent with state motor vehicle laws, administrative rules, policies, and procedures.

YOUR EXPERIENCE COUNTS: Each additional year of approved formal education may be substituted for one year of required work experience and/or each additional year of approved work experience may be substituted for one year of required formal education.

MINIMUM QUALIFICATIONS:

Education/Experience: Equivalent combination of 3 years of education and experience after completion of high school.

License/Certification: None

Other Requirements:

1. Must pass a fingerprint based criminal background check and motor vehicle record check in order to ensure suitability for exposure to confidential information
2. May be required to work a flexible schedule including, but not limited to, early morning, evening and/or weekend hours
3. May be required to travel throughout the state and work at various satellite offices for periods of time

Trainee Option: Candidates with an equivalent combination of 2+ years of relevant education and experience after completion of high school may be considered and hired in ‘trainee status’ for this position.

PREFERRED QUALIFICATIONS: Experience in customer service or data entry preferred.

AFTER-HIRE REQUIREMENTS: Must attend and successfully complete an intensive multi-week training program of classroom and on-the-job training, with weekly evaluations to ensure compatibility, suitability and ability to learn the complex motor vehicle systems, computer systems, processes, procedures, forms and transactions, while providing first-rate customer service in an expedient, timely, accurate and polite manner in a high-volume customer service area or workstation. Continued employment is contingent upon successfully completing all aspects of the training program within the first six months of employment.

CAREER ADVANCEMENT OPPORTUNITIES:

In-Band Advancement Available: ☐ Yes ☒ No

Criteria: None

Broad Group Level Advancement Available: ☐ Yes ☒ No

Criteria: None

DISCLAIMERS:

The supplemental job description lists the essential functions of the position and is not intended to include every job duty and responsibility specific to the position. An employee may be required to perform other related duties not listed on the supplemental job description provided that such duties are characteristic of that job title.

When applicable, the work of an employee in trainee status in this position shall be overseen by a fully qualified individual. An employee in trainee status shall meet the minimum qualifications within the period of time specified on the SJD, not to exceed one year of being hired into this position.

Responsibilities:

Manages the electronic exception queues to ensure the appropriate actions are applied, the timely and efficient processing of requests, and customer records are being reflected accurately.

Develops, implements, and updates procedures and materials as needed on the processes required to manage the electronic exception queues used in the Bureau of Financial Responsibility, to include preparing materials, and producing reports.

Trains and monitors other staff members on the queue processes and audits work as needed to ensure data quality and efficiency.

Communicates with the courts, DoIT and other agencies as needed to ensure that the information being submitted is accurate and entered onto the record correctly and in a timely manner.

Analyzes data on information received via electronic interfaces to make recommendations to Bureau Administrator and Supervisors to enhance, improve and streamline processes.

Assists the bureau supervisors with implementing and updating computer systems and software programs including testing workflow procedures, recognizing defects in design and workflow processes, recommending remedies, testing solutions, user acceptance testing (UAT), user training and necessary workstation modifications.

Provides supervisory oversight of bureau functions in the absence of bureau supervisors. Performs duties assigned to other Financial Responsibility titles, such Data Control Clerk II, Records Control Clerk, Cash Terminal Operator I, Data Control Clerk II, Clerk IV and Accident Evaluator, in order to provide efficient service.

Answers questions at the customer counter and on the telephone regarding motor vehicle laws and rules consistent with the Privacy Act. Answers telephone calls on a regular basis to assist the contact center.

For further information please contact Brandy Cassada, Bureau Administrator, at brandy.m.cassada@dos.nh.gov.

*TOTAL COMPENSATION INFORMATION

The State of NH total compensation package features an outstanding set of employee benefits, including:

HMO or POS Medical and Prescription Drug Benefits:

The actual value of State-paid health benefits and the amount of employee health benefit contributions may vary depending on the type of plan selected and the bargaining unit with which a position is associated.

See this link for details on State-paid health benefits:

https://www.das.nh.gov/hr/benefits.aspx

Value of State's share of Employee's Retirement: 12.87% of pay

Other Benefits:

*Dental Plan at minimal cost for employees and their families ($500-$1800 value)

• Flexible Spending healthcare and childcare reimbursement accounts *State defined benefit retirement plan and Deferred Compensation 457(b) plan

*Work/life balance flexible schedules, paid holidays and generous leave plan *$50,000 state-paid life insurance plus additional low-cost group life insurance *Incentive-based Wellness Program (ability to earn up to $500)

Total Compensation Statement Worksheet:

https://www.das.nh.gov/jobsearch/compensation-calculator.aspx

Want the specifics? Explore the Benefits of State Employment on our website: https://www.das.nh.gov/hr/documents/BenefitBrochure.pdf

https://www.das.nh.gov/hr/index.aspx

EOE

TDD Access: Relay NH 1-800-735-2964