Disclosure Entry Forms & Analyst (FRA2)

At the Department of Licensing (DOL), we recognize the importance of work-life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers, and help build trust in our government.

Our Programs and Services Division (PSD) is seeking a Disclosure Entry Forms & Records Analyst to join their Customer Record Support Team.

We are one of the most public facing state agencies and the second largest revenue generating agency in Washington State. We regularly interact with over 6 million Washington residents and collect nearly $3 billion in taxes and fees annually. We know our services are essential to our customers’ ability to live, work, drive, and thrive. We take this responsibility seriously and are committed to ensuring every resident has equitable and meaningful access to our services.

If you are ready to use your excellent communication and attention to detail skills, then read on!

As a Disclosure Entry Forms & Records Analyst, you play a critical role in protecting the integrity of Washington’s public data. In this position, you serve as a trusted custodian of record safeguarding sensitive information while ensuring our Driver & Vehicle public records requests are fulfilled with precision and care. You will review and process requests for Abstract Driving Records, evaluate legal documents to determine the correct course of action, and guide customers through questions with clarity and confidence. Your accuracy ensures that Washington residents receive reliable, secure, and properly handled records every time.

• Enter subpoena information into the DRIVES licensing system.
• Independently resolve subpoena related questions/inquiries from attorneys and courts via telephone, email, written correspondence, NextRequest portal and/or fax.
• Review, analyze and interpret driver and vehicle data included in the driver and vehicle supporting documentation.
• Coordinate with the supervisor regarding system issues.
• Work with the Supervisor and Information Services to test system after identified defects and systems issues are corrected.

Four (4) years of relevant experience in forms and records management.

• One (1) year of work experience providing service to customers on the phone or in person, where explaining rules, policies, and/or procedures are regular daily functions. Experience must include the frequent application of techniques to ensure professionalism and mutual understanding.
• One (1) year of experience composing clear, professionally appropriate, technically correct, and step-by-step instruction responses to customers.
• One (1) year of experience using Outlook, Word, and Excel.
• The ability to:
  • Understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors, and decisions.
  • Promote and support a respectful, equitable, and inclusive workplace for all employees.
  • Promote and support respectful, equitable, and inclusive delivery of services to customers.
  • Take action to learn and grow.
  • Take action to meet the needs of others.

• One (1) year of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
• Knowledge of or experience applying complex rules, state or federal laws, and policies or procedures to analyze, advise, answer, explain or resolves customer complaints, inquiries, and complex problems verbally and in writing.
• Experience reading and interpreting a driver and vehicle record and taking appropriate action based on laws, rules, policies, and procedures.
• Experience working in DRIVES, NextRequest, user interfaces, web-based applications, and retrieving/updating data from unique department database systems.
• Experience reviewing and fulfilling public records requests.

• This is a primarily telework position, but in office attendance at our Olympia location will be required to meet business needs.
• Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.

Come join us in changing the way government delivers services and help build a legacy of commitment to and excellence in diversity, equity, and inclusion!

• Select the Apply button at the top of this job announcement.
• Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.

We value diverse perspectives and life experiences.We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, and veterans. We value the unique traits and attributes that each employee brings to the job. Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington.

Veteran/Military Spouse Preference Notice
To take advantage of veteran/military spouse preference, please notify theTalent Acquisition Team.Use a subject line that includes the title of this recruitment.

We do not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov.