DEPT OF TRANSPORTATION

Motor Vehicle Division

4005 N 51st Ave

Phoenix, AZ 85031

Salary: $40,207.02  

Grade: 17

Closing Date: 05/14/2026

Under minimal supervision, perform senior level or lead customer service activities in field office; managing the most complex customer service complaints, inquiries, and issues that may include specialized instruction, training or certification in specialized areas of expertise; train lower-level staff, and monitor and manage workflow within the unit, evaluating and recommending changes to work processes and procedures. May serve as back up for supervisor.

Specialize in identity document verification and advise other CSRs on procedure to issue credential to foreign applicants; perform second level approval/issue credential; utilize electronic verification systems/fraud detection tools to identify suspicious/fraudulent documents. Prepare incident reports for OIG of suspect documents and assist during an investigation..

Examine, approve, reject or deny T&R applications and legal documents. Assure compliance and conformance to ARS and MVD directives, rules, regulations, policies and procedures. Process approved application. Return rejected or denied submissions for correction.

Query, update and/or create records on various databases; examine operator/CDL license history; review data for outstanding citations or warrants; determine eligibility for license; inform customer of outstanding violations and recommend actions for correction; analyze historical records; evaluate for reinstatement rights.

Knowledge of:
• ARS Title 28 provisions and related directives, rules, regulations, policies and procedures pertaining to licensing of motor vehicle operators and titling and registration of motor vehicles.
• Voter registration, selective service and organ donor registration.
• Public and customer relations.
• Fraudulent document recognition with successful completion of AAMVA Fraudulent Document Recognition Training, Arizona Version/Level I and Level II.
• Proper incident reporting and investigation procedures.
• Google Workspace.

Skills in:
• Active listening.
• Critical thinking.
• Reading comprehension.
• Oral and written communication.
• Problem resolution techniques, actively looking for ways to help people.
• Data entry, retrieval and analysis skills.

Ability to:
• Use of electronic verification systems and fraud detection equipment/tools to identify suspicious or fraudulent source documents.
• Administer written driver test with various systems.
• Manage files and records.
• Design forms and evaluation of customer satisfaction.

Experience as MVD Customer Service Representative.
AAMVA Fraudulent Document Recognition Training.
Completion of Q-Series Training (Q-1 through Q-4) and MAX.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The Arizona Department of Administration offers a comprehensive benefits package to include:
• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Mandatory participation in the Arizona Retirement System (ASRS) is required.

For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at srecruitment@azdot.gov or phone call at (602) 712-8188 option 2.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 712-8188 option 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.