Passport Service Representative

Under general supervision, performs moderately complex clerical work for a one-stop Customer Service Center providing direct delivery of services for multiple, diverse functional areas such as passport acceptance, property taxation, vehicle registration, boat, snowmobile, and ATV registrations, real estate, vital records, and building permits. Provides accurate and complete information and instructions to the public regarding laws, policies and procedures; processes requests and applications for licenses, titles, deeds, permits, registrations, passport photos, vital records, certifications, etc.; analyzes documents and applications for accuracy, completeness, and compliance with statutes and regulations; approves, denies, or returns applications and documents; prepares and issues requested documents; calculates, collects, and processes taxes, tax sales, vehicle registrations, and/or fees.
The Passport Agent is distinguished from the Multi-Service Clerk job class by assignment to a one-stop Customer Service Center that provides direct delivery of services requiring knowledge of codes, regulations, and procedures pertaining to multiple functional areas. Passport Acceptance, Real Estate, and Recreation Vehicle processing are key processing duties to this position. Duties role have been expanded and are typically more varied and pertain to different and unrelated processes and methods. One-stop Service Centers are currently utilized in the Treasurer’s Office, Recorder’s Office, and Public Works Department.

Illustrative Examples of Work

• Receives and answers inquiries, provides program information to, and assists the general public, other County departments, and/or clients and contractors, with application forms, registrations, and other documents relative to the assigned department, in-person, over the telephone and/or two-way radios; directs callers and visitors to appropriate personnel.
• Handles passport acceptance as a passport agent. Observes identification process throughout process of the application. Detecting fraudulent documents and/or statements is important in this role.
• Compiles, processes, and distributes files, complex records, personal computer generated reports, correspondence and resolutions, documents, payments, statistical reports, including population and visitor summaries, staff schedules, and other forms following established procedures.
• Calculates, collects, assigns, records, files, reviews, verifies, and issues case numbers, fees, taxes, tax sales, vehicle registrations, permits, lien releases, and other documents or services in compliance with ordinances and regulations; gathers, analyzes, and interprets technical data to determine permit eligibility, legal notices and/or fees; explains detailed ordinance requirements; processes moderately complex transactions.
• Operates a personal computer; maintains computer files; enters and updates program and client information; performs other clerical support functions including serving as back-up to other clerical staff; may record or transcribe minutes.
• Assists in training of new staff; may serve as lead worker.
• Handles restricted personal information while maintaining confidentiality.
• Performs related duties as assigned.

Required Knowledge, Skills and Abilities

• Considerable knowledge of office practices and procedures.
• Considerable knowledge of and ability to maintain departmental policies, practices, and standards.
• Knowledge and understanding of codes, regulations, procedures and practices pertaining to multiple functional areas such as property records, property assessments, property taxes, real estate recording, vehicle titling and registration, building/construction/environmental permits, vital statistics, and passports depending upon area of assignment.
• Fundamental knowledge of planning and zoning, real estate, sanitation practices and terminology used in home construction depending upon area of assignment.
• Ability to understand and explain in layperson terms, instructions, policies, statutes, rules, procedures and systems applicable to area of assignment to contractors, attorneys, and the general public.
• Ability to type 35 words per minute and/or possess data entry skills of 5,000 keystrokes per hour with a 5% or less error rate.
• Ability to pass online test to become a passport agent and then annually maintain for active status.
• Ability to operate a personal computer and other general office equipment.
• Ability to communicate effectively verbally and in writing.
• Ability to accurately perform moderately complex mathematical calculations.
• Ability to compose letters and memoranda.
• Ability to make minor decisions in accordance with laws, rules, regulations and departmental policies and procedures.
• Ability to file alphabetically and numerically and maintain office records.
• Ability to function courteously and effectively in stressful situations, establish and maintain satisfactory working relationships with other County employees and the general public using patience and tact.
• Ability to frequently lift up to 50 pounds dependent upon assigned department.

Training and Experience

• Graduation from high school or equivalent education, and
• Three years clerical experience including one year in providing customer service, or
• Any equivalent combination of training and experience that will have provided the required knowledge, skills, and abilities.

• A criminal background check is required.
• A drug screen is required prior to final offer of employment.
• Candidate must pass a passport exam every year.
• A data entry and keyboarding test is required.