Job Specification

Purpose of Position :

To provide driver licence number and various types of vehicle search information and good customer service by telephone to a large number of prepaid authorized clients. To analyze and resolve client account inquiries and gather information and summarize issues related to complex cases.

Duties / Responsibilities :

1. Provides driver and vehicle information and customer service by responding to telephone requests from clients requesting driver licence numbers and various types of vehicle search information. Discusses client needs and analyzes request for appropriate type of search to meet those needs, assesses the cost of the request, ensures that adequate funds are available to cover the request and that clients are pre-authorized under the FOl Act and guidelines to receive the requested driver licence and vehicle information.
2. Accesses the driver and vehicle computer systems to identify the proper record and provides verbal confirmation to the client regarding the availability and accuracy of the search data. Enters information either by name and date of birth, name and address, registration identification number and plate number, ensuring accuracy and data integrity.
3. Analyzes and resolves client account inquiries, issues and problems (e.g. incorrect search documents received by wrong client, funds not updated in correct client account). Researches transactions and multiple client accounts, daily manual logs and monthly statements to determine correct response and/or explain and advise clients of the action required or amending ministry records as required. Identifies whether data in the Authorized Requester Information System and the Licensing Control System match and passes information to the Advisor for review.
4. Gathers information on complex cases and identifies system errors such as vehicle system registrant information, plate, vehicle and microfilm copies with different information on the same registrant or driver licence numbers being incorrect on the vehicle system. Summarizes issues/problems and/or obtains supporting documentation and submits to the Advisor or Special Inquiry Unit for further investigation and response to the client.
5. Performs related clerical support duties including: maintaining up-to-date, accurate files and statistics concerning quantity of information/searches processed to be submitted to the Supervisor/Advisor; observing work procedures/practices within the area to identify any deficiencies and advising Supervisor/Advisor; and assisting in required modifications or developing methods to increase efficiency and effectiveness.

Knowledge :

Job requires knowledge of ministry driver and vehicle policies, procedures, methods, practices, systems and legislation (e.g. HTA, FOIPPA) as they relate to licensing, registration, release and search information to discuss and clarify client needs, determine search method, formulate and provide accurate responses to prepaid telephone clients by telephone by searching, retrieving and referring clients to source document copies or using personal knowledge to process fees and debit clients according to established criteria. Job requires knowledge of clerical procedures and requirements and functions within the unit to organize and complete work assignments within prescribed lime limits,
analyze appropriate data and search methods, observe work procedures/practices within the area to identify any deficiencies and assist in required modifications or develop methods to increase efficiency and effectiveness. Job requires knowledge of computers and related equipment (e.g. backup documentation process, multi-line telephone system, ICE, REMEDY and related MS software applications) to retrieve and update confidential information and provide verbal responses to prepaid clients. Job requires knowledge of mathematics and accounting practices and current procedures to analyze and resolve client account inquiry issues and problems and research transactions and
monthly statements to determine correct response.

Skills :

Job requires analytical skills to determine, research and resolve problem inquiries related to account discrepancies and incorrect account deposits. Job requires applying ministry policies, legislation and practices in relation to specific requests or situations and in verifying and interpreting data on the various computer screens for driver and vehicle computer systems. Job requires evaluative and probing skills when discussing client needs in order to conduct the appropriate search (e.g. driver or vehicle search) and ensuring correct account number, authorized identification number and caller name and password is produced before providing client with requested information. Job requires analytical skills to observe work procedures/practices within the area to identify any deficiencies and assist in required modifications or develop/recommend methods to increase efficiency and effectiveness. Job requires
planning skills to prioritize daily activities based on importance of issues determined by the job and client demands (e.g. multiple telephone requests). Job requires oral communication and questioning skills to determine specific needs when clients are unclear of search type and provide clear explanations of application requirements and account processes and procedures. Job requires written communication skills to maintain up-to-date, accurate files and statistics concerning quantity of information/searches processed. Job requires interpersonal and customer service skills to deal tactfully and in a timely manner with a variety of external clients (e.g. financial institutions, insurance companies, other businesses, service providers) and internal staff.

Freedom of Action :

Job requires working in accordance with government legislation and confidentiality guidelines for release of information and ministry policies, procedures and practices regarding driver and vehicle systems and records. Job requires latitude for decision-making in: determining scope and content of research and information provided to clients in accordance with FOl guidelines and search legislation, policies and practices; monitoring financial transactions and making adjustments to client accounts; determining when to advise clients that additional funds are required when funds are below established limits; identifying deficiencies in unit practices and assisting in required modifications; and determining client needs when reviewing search requests to ensure accuracy and integrity of
search information provided. Work is reviewed by the Advisor/Supervisor on a regular basis (e.g. complex search methods) to ensure adherence to established policy and procedures. Job requires referring to the Advisor/Supervisor such matters as authorizing complex searches, client not authorized to receive certain records or other matters where no precedent exists for approval or further action.