DMV Operations Specialist (Titles)

The DMV Operations Specialist is a high-skill operational role responsible for direct engagement with state and county DMV offices to obtain critical title and lien information required for timely title perfection.
This role operates in a high-volume, high-ambiguity environment where responses from DMVs may vary by agent, jurisdiction, and timing. Success requires the ability to interpret inconsistent information, challenge responses when necessary, and extract accurate data efficiently to support production and resolution workflows.
This is not a scripted call center role. It requires critical thinking, persistence, and deep familiarity with title processing and DMV operations.

KNOWLEDGE, SKILLS AND ABILITIES:

DMV ENGAGEMENT & INFORMATION RETRIEVAL

Conduct high-volume outbound calls to DMVs across all 50 states and counties

• Navigate varying DMV processes, hold times, and agent responses to obtain required information
• Verify title status, lien perfection, rejection reasons, correction requirements, and applicable fees
• Challenge inconsistent or unclear responses to ensure accuracy and completeness

DATA INTERPRETATION & DOCUMENTATION

• Interpret DMV responses and translate them into clear, actionable updates
• Accurately document findings in internal systems with high attention to detail
• Identify discrepancies and flag risks impacting title perfection timelines

OPERATIONAL SUPPORT

• Act as a support layer to Production and Resolution teams by supplying verified, timely information
• Provide informed recommendations to leadership based on DMV interactions and observed patterns
• Update internal job aids and process documentation based on real-time findings

MULTITASKING & THROUGHPUT

• Maximize productivity during variable hold times (e.g., performing title perfection tasks while on hold)
• Operate efficiently in an environment where call durations can range from minutes to extended wait times
• Maintain consistent output despite variability in external dependencies

ESSENTIAL DUTIES AND RESPONSIBILITIES include:

• Minimum 1+ year experience in DMV operations or title processing
• Strong working knowledge of vehicle titling, lienholder requirements, and DMV processes
• Proven ability to navigate complex or inconsistent external processes
• Experience handling high-volume phone interactions in a professional setting
• High level of accuracy and documentation discipline

CORE COMPETENCIES

• Critical Thinking: Ability to interpret conflicting information and determine the correct path forward
• Assertive Communication: Comfortable challenging responses and asking precise follow-up questions
• Persistence & Resilience: Able to work through long hold times and difficult interactions
• Operational Discipline: Maintains structure, documentation accuracy, and follow-through
• Multitasking Efficiency: Productive use of downtime without loss of focus or quality