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Motor Vehicle Services Agent AF

Department: Financial Svcs/Motor Vehicle
Office: Motor Vehicle Division
Position Number:30-15-465-404-5
Job ID#:16181
To be considered for this job:You must complete the on-line application form.

You must be able to type at least 35 net words per minute.

On-line typing test link:
Opening Date for In-House Candidates:April 28, 2017
Opening Date to the Public:May 5, 2017
Open until filled; for best consideration, apply by:open until filled
Starting Salary (or salary range):12.83
Other information about this position or about working with the City of Rio Rancho:A Drivers License is required for this position. Your driving record must always meet City insurability standards.

This position is covered by a Bargaining Unit.
Banner:This is the initial posting of this job opening.

This job will be posted internally for 7 calendar days for current employees to apply first, then will be released for external applicants.
If you are called for an interview or to attend a pre-employment testing session:If you are selected for an interview, you will be contacted via e-mail or telephone with a date, time and place to interview.
Typical schedule :M-F



Position Title: Motor Vehicle Services Agent AF 

Department: Financial Services, Motor Vehicle Division  

Reports to: Division Manager  

FLSA Status: Non-Exempt 

Bargaining Unit: AFSCME 

Pay Grade: 12A 

Job Status: Permanent, Full-time 

Full Time Equivalent: 1.00 

Position Summary

The Motor Vehicle Services Agent processes vehicle and driver transactions and provides other motor vehicle services in compliance with municipal, state and federal laws, regulations, policies and procedures. Provides professional service to customers in person or via telephone. Motor Vehicle Services Agents act as liaison to courts, law enforcement and other governmental agencies.

Education, Training and Experience Ė minimum required to proficiently perform the job

Education / higher education: High School Graduate or equivalent

Minimum number of years of directly related experience: Two years customer service experience; six months work experience or training in bookkeeping and data entry.

Education and/or experience preferences: Prior experience in an MVD office, or experience registering/licensing/buying/selling vehicles, including data entry with VIN numbers, is desirable.  

Certifications, Licenses and Registrations

Driverís License requirement: Infrequent Driver Ė Valid Driver's License (Current Real ID Act compliant Driverís License or ability to obtain Real ID Act compliant license at next license renewal).

Note -- For any driver, driving record must always meet City driving and insurability standards.

Required certifications, licenses or registrations: Must be able to obtain the following within 60 days as a requirement for employment: VIN inspection bond and credentials, Fraud Detection and Recognition Certification and Security Awareness Certification. Must pass fingerprinting and State required background checks.

Preferred certifications, licenses or registrations: None

Knowledge, Skills and Abilities required to proficiently perform the job

Knowledge: Processing of vehicle and driver transactions including driver licensing compliant with Federal Real ID Act for Non-Commercial and Commercial drivers, vehicle purchase and/or transfer including vehicle registrations, vehicle titles, VIN inspections and various other transactions; State statutes, Administrative Code, executive orders, legal codes, court procedures and federal law, rules and regulations binding on the Motor Vehicle Division to ensure compliance with State and Federal laws as they apply to vehicle and driver transactions; other city, state, or federal mandated regulations and standards; Department rules and regulations and other applicable regulations; Business English, spelling and elementary algebraic concepts; basic accounting, billing, clerical and collection techniques; knowledge of intermediate computer applications such as Microsoft Word, spreadsheets, e-mail systems and calendar management systems; typical office practices and procedures; knowledge of filing, indexing, cross-referencing, and records management; telephone etiquette and customer service techniques.

Skills: Must be able to type accurately enough to successfully produce documents/spreadsheets, communicate via e-mail, or perform data entry as necessary to accomplish the essential functions of the position. Applicants must test at or above 35 net words per minute.  Use of State of New Mexico Motor Vehicle Division data systems and other technology, equipment and software typically used in the office environment.   Personal computers, electronic database access, search, edit, retrieval and security systems, and customer accounting and word processing software, mainframe processors, printers, faxes, copiers and calculators.

Abilities: Communicate in a clear, concise, tactful and prompt manner both in oral and written communications; interpret oral and written instructions; keep records and prepare reports; use sound judgment and problem solving techniques; acquire in-depth knowledge of State of New Mexico Motor Vehicle Division and City department programs, policies, procedures and processes; acquire in-depth knowledge of the mainframe computer systems utilized for processing vehicle and driver transactions as well as systems utilized by the Department; maintain complex records efficiently and accurately and to prepare clear and concise reports; maintain confidentiality of information processes or prepared; conduct research and basic analysis of special projects; establish and maintain effective, professional working relationships with other City employees, elected officials and the public; demonstrate sound judgment in resolving problems that do not need the supervisorís immediate attention within the departmentís policies and procedures on a daily basis; make arithmetic and mathematical calculations quickly and accurately; accurately proofread numerical and text data; understand and follow oral and written instructions; organize, multi-task in a fast-paced work environment; prioritize and complete tasks to meet scheduled deadlines; ability to learn computer applications and systems as needed.

Interaction with Groups/Agencies/Entities: Internal: Works with City staff and supervisors. External:   Answers all Motor Vehicle Services-related questions via telephone and in person from customers, general public and public officials. Work with the State of New Mexico Taxation and Revenue Department as needed to address unique vehicle or driver transactions.   Interact with the Courts and law enforcement on vehicle and driver-related issues. Resolves service problems in a courteous and efficient manner.

Authorities and Accountabilities

Level of independent decision making: Minimal-incumbent primarily carries-out instructions and follows established procedures

Budgetary/Financial/Asset accountability: Low -- Position is accountable to a Department Director or Division Manager and cannot make major decisions or obligate the City

Span of control: Responsibility for own work (no supervision or leadership expectations)

Essential Functions

The following functions are typical for this position. The omission of specific functions does not exclude them if the work is similar, related or a logical assignment for this position. Other duties may be required and assigned.  

  • Process customer requests, receive and verify all information needed, and enter required data into the State of New Mexico Motor Vehicle Division computer system, for vehicle and driver transactions and other motor vehicle services consistent with applicable laws and regulations.  
  • Conduct customer vehicle safety inspections for the administration of driving examinations/road tests in customerís vehicle.
  • Administer driving examination/road tests for driver licensing.
  • Conduct customer interactions in a courteous and professional manner, referring customers to the State of New Mexico Motor Vehicle Division as needed.
  • Diffuse volatile customer interactions and resolve conflicts.
  • Analyze customer data, research State Statutes and Motor Vehicle regulations to answers inquiries, resolve customer issues and complaints, and refer complaints for investigation as needed.
  • Audits transaction for accuracy, compliance, coding and completeness.
  • Conduct certified vehicle inspections for titles incoming from out of state; analyze and verify all US Customs documents for accuracy and authenticity for vehicles incoming from out of the country.
  • Analyze documentation for fraudulent activity for submission for investigations.
  • Coordinate information with the Dealer Investigative Bureau for potential fraud or activities of non-licensed auto dealers.
  • Liaison with law enforcement agencies and other governmental agencies on motor vehicle services-related issues.
  • Review status of customer service order requests and follow up with appropriate departments to ensure resolution.
  • Verify and processes required customer payments for fees or fines consistent with applicable laws and regulations.
  • Prepares daily State balancing report and reconciles cash drawer.
  • Collect and reconcile Municipal fee and prepare corresponding balancing reports.            

Physical Requirements and Working Conditions

Daily activity level: Primarily sedentary, sitting for extended periods of time.

Physical characteristics: Job requires oral and aural communication; job requires reading and comprehension of written materials; job requires normal vision; fine finger manipulation; grasping with hand, gripping; keystroking or repetitive motion of hands/fingers/arms; involvement in verbal or physical confrontations; lifting/carrying/push/pull up to 20 lbs.

Exposures: possible exposure to biological agents, human/animal body fluids, flood borne pathogens, excrement or tuberculosis.

Extraordinary working conditions: none

Hazardous equipment/machinery used: none

Required personal protective equipment: none


If you need an accommodation for a disability that would enable you to apply or interview for this position, please contact the Human Resources Department at 505-891-5011 (fax: 505-891-9183).


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