Duties and Responsibilities

• Interpret, monitor, and implement RMV rules, regulations, policies, and procedures for carrying out daily activities and oversee operations at Branch Office and open/close the branch as needed.
• Provide top notch Customer Service to RMV Customers and lead the team by example.
• Ensure that completed work for the Branch Office meets standards of quality and timeliness.
• Supervise subordinate personnel including delegating assignments, training, monitoring, and evaluating performance.
• Coach, mentor and assist all clerks in the branch to ensure each reaches maximum proficiency and provide excellent customer services to RMV customers.
• Maintain efficient workflow by evaluating production and revising processes and work assignments.
• Adjust your own activities and priorities according to changes in workload, team member absences, and to enable team members to take appropriate breaks. Provide input regarding work plans, schedules, and daily operations.
• Assist in office support tasks such as tracking inventories, ordering supplies, and handling deposits.
• Assist the District Manager with operations at branch offices, filling in when the Branch Manager is not available.
• Communicate with appropriate MassDOT enterprise service areas to address workplace facility and security issues.

Although the primary focus is to provide program oversight, guidance and review of others' work, incumbents, at this level, are expected to perform or be able to perform the duties described for Levels I, II and III, which are the following:

• Issue licenses, identification cards, and motor vehicle registrations.
• Use computer terminals, vision instruments, automatic testing devices, and other equipment.
• Operate computer equipment to create, retrieve, review, change or update driver/vehicle/business information.
• Ensure appropriate confidentiality and security of information.
• Review reports for compliance with state and federal guidelines.
• Cover the cashier's duties of the branch and close the office for the day, when needed.
• Prepare forms and other documents related to licenses, registrations, identification cards, and receipts for titles.
• Amend title and registration records.
• Conduct research for additional information from third parties (other states, state agencies, etc.) to complete transactions.
• Provide information to the public regarding Registry of Motor Vehicles guidelines, requirements, and procedures in-person and on the phone.
• Assess that customers have the correct forms/applications, supporting documents, and acceptable payment.
• Return improper or incomplete forms or documents to the applicant explaining reasons for rejection and steps necessary to complete forms/applications.
• Provide technical assistance and guidance on tax exemption issues.
• Authorize or deny sales tax exemptions for motor vehicles at the time of registration, based on evaluation of documentation and knowledge of both Registry of Motor Vehicles and Department of Revenue rules.
• Receive revenue for licenses, registrations, titles, sales tax, and other fees and maintain records and accounts of all financial transactions in ATLAS/Imaging system.
• Reconcile financial receipts and prepare daily bank deposits and work reports for designated branch office.
• Make periodic daily collections of revenue from the clerical personnel at the public counter and reconcile accounts.
• Assist customers with reporting, eligibility, and compliance requirements; appropriate processes to follow, information to process and actions to take in accordance with standard procedures.
• Inquire with customers, as needed, to determine appropriate service; explain additional information or action required when customer fails to meet license or operating requirements.
• Perform research, analysis, and judgment to determine an appropriate course of action to provide the public with the full range of services available.

Pre-Hire Process

Upon a conditional offer of employment, applicants must agree to and successfully satisfy: (i) a comprehensive name‐based and fingerprint‐based background check of his/her state and federal criminal history records information from all U.S. states, the District of Columbia and certain U.S. Territories and from some foreign nations; (ii) an employment reference check, and (iii) a satisfactory review of his/her driving record to be eligible for this position.

About MassDOT

The 4,000+ employees of  Massachusetts Department of Transportation (MassDOT) take great pride in connecting the Commonwealth’s residents and communities. MassDOT is responsible for developing, implementing, and coordinating transportation policies and projects for the Commonwealth of Massachusetts and to efficiently plan, design, construct, and maintain a safe statewide transportation system which effectively meets the transportation needs of the Commonwealth. Information about MassDOT’s inclusive culture and career opportunities can be found at  mass.gov/massdot-careers

MassDOT’s divisions include Highway, Registry of Motor Vehicles, Aeronautics, and Rail & Transit. Headquarters (Planning & Enterprise Services) provides business and administrative support and policy leadership for each of the four (4) divisions.  

Minimum Entrance Requirements

This requisition will remain open until filled; however, first consideration will be given to those applicants that apply within the first 14 days.

Current MassDOT employees should use their internal MassCareers account to apply.

All job applications must be submitted online through MassCareers to be considered.

Please provide a complete, accurate and current resume / application for MassDOT to review in order to determine if your submitted materials meet the minimum entrance requirements for the position.

Applicant must have at least (A) four years of full-time or equivalent part-time, experience in a position which included public contact/customer service experience dealing with the public in-person or by phone providing information about services/programs, explaining laws, rules, regulations/procedures or resolving problems. At this level, incumbents are expected to perform or be able to perform the duties described for Levels I, II and III; however, the primary focus is to provide program oversight, guidance, and review of others' work. (B) One year of this experience must have involved cash handling and collecting money/making change. (C) Of which at least one year must have been in a supervisory capacity. (D) Any equivalent combination of the required experience and the substitutions below.

Substitutions

A Bachelor's or higher degree may be substituted for one (1) year of the required experience.

NOTE: No substitutions will be permitted for the required (C) experience.

SPECIAL REQUIREMENT: Please note that this position may require the ability to travel to various MassDOT facilities across the Commonwealth.

• For questions regarding the job posting, please email the MassDOT Talent Acquisition Team at talentacquisition@dot.state.ma.us.

• For general questions regarding MassDOT, call the Human Resources Service Center at 857 ‐368 ‐4722.

• For a disability ‐related reasonable accommodation or alternative application method, call the ADA Coordinator, Lucy Bayard, at 857 ‐274 ‐1935.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.