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State of Montana License Permit Technician 1 (19864) in Helena, Montana

/THEOUTSIDEIS IN US ALL./ To be considered for this position, please submit a Cover Letter and responses to the Supplemental Questions. Documents not requested will be not considered in the recruitment process. This position closes at 11:59 PM on July 10, 2022. Supplemental Questions: * What type of experience do you have in communicating complex laws or regulations to customers under challenging circumstances? Job Overview: The Licensing Specialist position is responsible for administering licensing operations, processes, systems, and data. Position provides licensing expertise to the department and other interested parties and assists in the implementation of licensing policy for the department. The position reports to the Licensing Supervisor. Identify of applicants who become finalists may be released to the public if the Department deems it necessary. Employees who exceed 1,040 hours in a calendar year are also provided health, dental, and life insurance. Other benefits include retirement, paid vacation, sick, and holidays. This position may be covered by a VEBA (Voluntary Employee Beneficiary Association). A successful applicant will be subject to a background investigation. Women and minorities are under-represented in this job category and are encouraged to apply. Job Duties: Licensing Operations * Supports operation of the department’s licensing system. Coordinate with the department’s Technology Services Division the implementation of the department’s licenses system. Ensures that system operates in compliance with all Montana licensing laws, rules, policies, and procedures. * Identifies programmatic bugs or desired improvements, documents and elevates for management review. Ensures that all changes made relative to licensing issues are thoroughly tested and functioning as expected before being moved into the system’s production environment. * Coordinates operations with other bureaus, divisions, state agencies and other entities to ensure data and reporting needs are being met. * Communicates to users all requirements related to licensing and associated changes to the system that might require a change in use by individual users of the system (providers, other agency personnel, etc.) * Research and answer agency, provider or other user questions related to operation of the department’s licensing system. * Provides guidance to users of the system to ensure correct and effective use. Helps users to identify any aspect of the system which can be beneficial in the performance of their job. * Monitors and implements procedures for accurate and timely completion of special permits/license drawings. * Participates in the development and incorporation of procedure and/or policy changes based on MCA and ARM requirements. * Ensure all application handling and data entry is performed in a consistent, timely and secure manner, and that fees collected with applications are deposited promptly. Perform any necessary reconciliation processes to ensure that all applications are entered appropriately included in drawings, all funds are deposited in proper accounts, and refunds are generated for unsuccessful applicants in a timely manner.This involves identifying and resolving application errors, deficiencies, or other problems to ensure the accuracy, legitimacy, and completeness of application documentation. * Participate as a team member in drawing processes to ensure all drawings occur emphasizing fairness and consistency, licenses are produced and sent to licensees in a timely manner, and applicant information can be identified via the appropriate website or listings produced for all FWP offices. Ensures changes in drawing policies regulations and guidelines are implemented into the department’s licensing system. * Ensure bonus point and preference systems are functioning with the accuracy expected by the public, historical data is being correctly recorded and applicant opportunities are being correctly administered. Perform any necessary communication with public to ensure reasonable levels of satisfaction. Ensure other opportunities for licensee (Alternates, Surplus, Damage) are handled in the same fair and consistent manner as all other opportunities. * Examines data, research various reports extracted from different agencies or divisions within the department to determine if any applicants should be removed from the drawings. Reviews reports generated prior to special drawings, corrects, and adjusts data to refine the drawing database. Post drawing records reconciliation to consolidate duplicate data files. * Communicates to users all requirements related to licensing and associated changes to the system that might require a change in use by individual users of the system (providers, other agency personnel, etc.) * Research and answer agency, provider or other user questions related to operation of the ALS. Provides guidance to users of the system to ensure correct and effective use of the department’s licensing system. Helps users to identify any aspect of the system which can be beneficial in the performance of their job. * Process remittances from the internal license providers via the department’s licensing system. * Generate and reconcile license provider’s reports related to the sale of miscellaneous licenses. Including account reconciliation and initial set up and close out for license provider. * Setup, consign and remit for vendors/providers consignments for miscellaneous licenses, permits and decals. Including verifying off-line issued licenses/permits/decals, maintaining list of all consignments inventory, sales and returns of miscellaneous licenses/permits/decals, reconciling license provider reports and corresponding with license providers as necessary. * Verify session voids requested by license providers. Including validation of supporting documentation and processing extended session voids in the event they are not completed within the required time limit. Public Information and Customer Service * Provide technical assistance and training to department staff and license providers regarding licensing operations. Disseminate program information to the public to increase awareness of program services, ensure compliance with state and federal requirements and foster support and understanding of program objectives. * Respond to inquiries and provide information and technical assistance regarding functions, authorities, and responsibilities of the Licensing Bureau to the public to ensure they understand their rights and legal processes and facilitate the operations of the office. Including remaining current with legal and administrative requirements, researching licensing, hunting, and fishing manuals, directories, books and guides and explaining rights and requirements in a clear and understandable manner. * Assist the public and license providers in processing and submitting license applications and special drawing information. Interpret licensing processes, procedures and conduct research into special requests and functions and responsibilities of other department personnel to determine appropriate response. * Deescalate conflict situations with angry or frustrated customers including use of empathy and by calmly and patiently explaining licensing procedures and special drawing processes, the authority and jurisdiction of the department and bureau by using conflict resolution techniques. * Receive complaints and conduct initial complaint reviews, provide required notifications to the supervisor or other appropriate department staff, record complaints and mediating contentious and or confrontational situations with involved or affected parties (e.g., providers and applicants). Refer potential criminal activity to enforcement staff. * FWP ALX Help Desk. Answer statewide calls from license providers and end users. Searching, gathering, interpreting, and summarizing information needed to troubleshoot ALX hardware and software issues. Provide PC technical support quickly by identifying problems and providing resolution. This requires a working knowledge of license sales thru the ALX devices and the ability to troubleshoot issues to determine user or system errors. Document steps, track tickets and follow up to ensure that the customer is satisfied. * Train and assist license providers in the sale of licenses using the department’s licensing system and ALX devices. Facilitate replacement equipment of license sale equipment as needed. Coordinates installation and de-installation of equipment to license providers. * Coordinate with Technology Services Division (TSD) staff in troubleshooting new variables not included in the ALX Troubleshooting Guide and updating ALX manuals to reflect resolutions. * Coordinate with TSD staff regarding ALX revisions, modifications, and resolutions, upgrading and testing new hardware. * Ensure any error trends identified through Help Desk are relayed to appropriate department staff and are monitored through correction, while maintaining statistics on the number and types of these errors. Refunds, Records Management and Mailings * Processing of refunds through ALS. Including tracking, creating, and maintaining forms, spreadsheets and filing system and written and verbal correspondence. * Coordinating with other Licensing Bureau staff regarding the availability of licenses for re-sale and assisting with developing processes for license type circumstances. * Warrant Replacement and Cancellation. Submit refunds through the department’s licensing system and review reports to ensure all warrant files were received and printed. Develop and maintain forms, filing system, tracking, and training of SABHRS processes through the Department of Administration. Communication on reissuance requests for refund warrants that have been lost, stolen, forged or stale dated. Process cancellations for any warrants that were issued in error. Coordinate with Accounting staff regarding errors in which warrants did not generate. * Complete and process credit card payment charge backs processed by vendor through the online sales. * Manage design, editing and mailings of informational and regulatory documents to include regulations, applications, annual or statutory change and various notifications. * Inventory and procurement of all forms used by the Licensing Bureau. Coordinate with state and FWP procurement requirements and Request for Proposal and field requisition. * Records retention. Maintain records retention schedules for each record type. Coordinate Department staff on storage and maintenance of files including outside sources regarding the destruction of files. * Receive and process all Bureau mail to ensure it is properly identified and routed in a timely manner. This includes sorting, opening, date stamping and distributing mail. Physical and Environmental Demands: Performs work indoors in a typical office environment with light lifting and extensive computer use. The employee is regularly required to stand, sit, and use hands and fingers to operate a computer and telephone. May sit for extended periods. Some travel and extra work hours are required. Must be able to handle changing priorities and deadlines in a professional and effective manner. The incumbent may encounter periodic stressful occurrences such as short deadlines and working with angry and/or uninformed public. The incumbent must be capable of handling these situations as well as periodic stressful occurrences. Among the incumbent responsibilities is fulfilling license providers requests for department materials such as boxes of hunting/fishing regulations which can weigh up to 50 pounds. _Knowledge, Skills and Abilities (Behaviors):_ Ability to work with a diverse group of people. Extensive knowledge of office management practices. Ability to communicate effectively both verbally and in writing. Technical knowledge of Montana Codes Annotated, Administrative Rules of Montana, and Annual Rule Procedures. Considerable knowledge of working with complex internal systems. Understanding of internal accounting control procedures. Working knowledge of current system analysis design, testing and maintenance techniques and practices. Ability to recognize, analyze and solve complex problems. Ability to develop and implement complex licensing procedures; to interpret complex licensing information, circumstances, and formulate solutions/recommendations to resolve licensing issues. Ability to learn quickly and independently; work under pressure to meet deadlines and prioritize work. The knowledge, skills, and abilities of this position are normally attained through a combination of education and experience equivalent to a High School diploma and four years progressively responsible administrative experience, including public relations, information processing, and/or administrative research. Other combinations of education and experience will be considered on a case-by-case basis. Job: Office/Administrative/Clerical* *Title: *License Permit Technician 1 (19864) Location: Helena Requisition ID: 22142146