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Driver’s License Supervisor/Expert
The Driver's License Supervisor/Expert oversees the daily operations of a driver's license office or division, ensuring compliance with Arkansas state laws, Department of Finance and Administration (DFA) regulations, and federal Real ID requirements. This role involves supervising staff, coordinating workflow, resolving customer service issues, and ensuring accurate and efficient processing of driver's license applications and related transactions.
Class Code:
SIA16P
Job Grade:
SGS05
Special Job Requirements:
Typical Functions:
The assignment of supervisory duties is determined by the hiring agency’s operational needs. Non-supervisory roles will serve as senior technical experts. Supervise driver’s license examiners, clerks, and other office personnel, providing guidance, training, and performance evaluations. Ensure office compliance with state and federal regulations governing driver’s license issuance, renewals, suspensions, and reinstatements. Monitor staff performance and workflow, addressing concerns and implementing solutions for efficiency. Serve as the primary point of contact for escalated customer service issues, policy clarifications, and procedural updates. Oversee and assist in processing driver’s license applications, renewals, replacements, and upgrades. Ensure that all licensing procedures comply with REAL ID requirements and Arkansas state laws. Monitor document verification and identity authentication processes to prevent fraud. Manage and resolve complex licensing issues, appeals, or disputes in coordination with the appropriate agencies. Provide professional and courteous assistance to the public regarding licensing laws, fees, and required documentation. Handle and resolve customer complaints and disputes while maintaining a commitment to fairness and compliance. Maintain accurate records of license applications, renewals, suspensions, and reinstatements. Ensure staff follow proper data entry and verification procedures for all licensing transactions. Prepare reports on licensing office performance, efficiency, and compliance metrics. Identify and implement process improvements to enhance office efficiency and reduce wait times. Work closely with law enforcement, state agencies, and federal entities to verify applicant identity and eligibility. Assist in the investigation and reporting of fraudulent documents and identity theft cases.
Knowledge, Abilities, and Skills:
Strong ability to train, mentor, and evaluate staff while maintaining high performance standards. Excellent decision-making and conflict resolution skills to address operational challenges and customer concerns. Ability to manage scheduling, workflow distribution, and performance assessments. Exceptional verbal and written communication skills to interact effectively with the public, staff, and interagency partners. Ability to explain complex regulatory requirements in a clear and accessible manner. Strong interpersonal skills to de-escalate conflicts and handle difficult customer situations professionally. Thorough understanding of Arkansas driver’s licensing laws, REAL ID Act requirements, and motor vehicle policies. High level of accuracy in reviewing documents, verifying applicant information, and maintaining records. Ability to interpret and apply legal and regulatory guidelines consistently. Ability to assess and resolve licensing discrepancies, documentation issues, and fraud concerns. Strong organizational skills to manage multiple tasks, deadlines, and priorities effectively. Initiative to identify and implement improvements to operational processes.
Minimum Qualifications:
At least two years of experience in motor vehicle licensing, customer service, regulatory compliance, or a related field, including six months in a leadership capacity. Satisfaction of the minimum qualifications, including years of experience and service, does not entitle employees to automatic progression within the job series. Promotion to the next classification level is at the discretion of the department and the Office of Personnel Management, taking into consideration the employee’s demonstrated skills, competencies, performance, workload responsibilities, and organizational needs.
Required Certificates:
N/A OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.
Exempt:
N