REGULATORY CONSULTANT (WT: MS COMPLIANCE OFFICER I) - 76005381

State of Florida•Tallahassee, FL

About The Position

This position is responsible for providing customer service to individuals including carriers, carrier services, Tax Collector offices, roadside law enforcement and other governmental authorities, who contact the Bureau of Commercial Vehicle and Driver Services for International Registration Plan (IRP) and International Fuel Tax Agreement (IFTA) services via phone, email/mail, and face-to-face interaction. Duties include examining documents, making eligibility determinations, and issuing credentials to IRP and IFTA applicants, registrants, and licensees. Additional duties may include processing payments; responding to customer inquiries via phone (may include using an automated call system); via email/written correspondence; and via face-to-face interaction. The incumbent in this position is entrusted with certain information that is confidential and/or exempt from public record and that, if not handled properly, could compromise carrier/taxpayer privacy or protection of personal identity.

Requirements

Ability to review materials for completeness, accuracy, and compliance.
Ability to perform basic addition, subtraction, multiplication, and division computations correctly, using whole numbers, fractions, decimals, and percentages.
Ability to manage and resolve conflicts, confrontations, or disagreements in a constructive manner, to minimize negative or hostile customer reaction.
Ability to examine information logically, determine relevance of facts, and reach decisions or solutions appropriate to the circumstances.
Knowledge of how to work effectively with customers (including individuals who work in the agency, other agencies, or organizations outside the government) to assess their needs, provide information or assistance, resolve problems, satisfy expectations, and direct them to available services that can address their needs.
Shows understanding, courtesy, tact, empathy, and concern to others, including individuals who are difficult, angry, or distressed. Relates well to people from varied backgrounds and different situations; is sensitive to cultural diversity, race, gender, disabilities, and other individual differences.
Knowledge of, and ability to apply, federal and state laws related to motor vehicle registration and DHSMV operations, policies, and procedures; as well as IRP and IFTA policies and procedures.
Ability to use a computer, printer, fax machine, telephone (including multi-line), shredder, credit card payment processor, copier, scanner, and calculator.
Ability to speak clearly and professionally relay information effectively and respectfully; considering the customer’s level of understanding and English proficiency; and the nature of the information (for example, technical, sensitive, controversial).
Attentive to nonverbal cues and ability to respond appropriately.
Ability to foster cooperation and support coworkers in achieving bureau and Departmental performance goals.
Knowledge of desktop applications, Word, Excel, Outlook, etc., to perform duties, analyze information, and communicate information in the appropriate format.
Ability to create e-mail and correspondence that uses correct English grammar, punctuation, and spelling; and that relays information (including technical material) in an organized manner appropriate for the intended audience.

Responsibilities

Providing customer service to individuals including carriers, carrier services, Tax Collector offices, roadside law enforcement and other governmental authorities, who contact the Bureau of Commercial Vehicle and Driver Services for International Registration Plan (IRP) and International Fuel Tax Agreement (IFTA) services via phone, email/mail, and face-to-face interaction.
Examining documents, making eligibility determinations, and issuing credentials to IRP and IFTA applicants, registrants, and licensees.
Processing payments
Responding to customer inquiries via phone (may include using an automated call system); via email/written correspondence; and via face-to-face interaction.