Toll Authority Compliance Associate - Bureau of Motor Vehicles

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Position: Toll Authority Compliance Associate

Department: Secretary of State - Bureau of Motor Vehicles

• Division: Vehicle Services
• Location: Augusta, Maine

Schedule: Monday - Friday, 8:00 am to 5:00 pm

Job Class: Customer Representative Associate II MV - 6520

• Grade: 14
• Salary: $18.60 - $26.77

Closing Date: November 13, 2026

This position starts at Step 3 $20.53

Join Our Team at the Department of the Secretary of State:

At the Department of the Secretary of State, we are a team dedicated to providing efficient and exceptional service to our community. We prioritize work-life balance and offer excellent benefits to support our team in achieving professional success while maintaining personal well-being. Join a team that fosters a culture of teamwork, integrity, and continuous improvement, offering opportunities for growth and making a meaningful impact on the lives of our citizens.

Are you ready to make a difference?

We are looking for dedicated and collaborative individuals who thrive in a fast-paced, customer-focused environment. If you are passionate about delivering outstanding public service, contributing to a high-performing team, and supporting the people of Maine every day we want you on our team.

About the Position:

The Toll Authority Compliance Associate at the Bureau of Motor Vehicles (BMV) is part of a twelve-member team responsible for assisting customers and branch offices with registration-related questions and inquiries. This position provides administrative and office support to the Registration Section and delivers customer service through telephone, email, and in-person interactions.

Key responsibilities include processing compliance; reviewing and verifying registration documents; collecting, validating, and reconciling revenue; and entering and maintaining accurate registration records. The role also involves generating reports and correspondence, as well as certifying records for law enforcement purposes.

This position requires detailed, time-sensitive, and computer-based work, along with the ability to learn and apply Title 29-A laws, policies, and procedures.

Success in this role depends on strong attention to detail, effective problem-solving skills, and the ability to efficiently manage a high volume of calls and paperwork. The ideal candidate will be able to maintain focus, collaborate effectively with team members, and adapt to changing processes and priorities.

What We’re Looking For:

• •Customer Service Excellence: Demonstrated ability to provide courteous, accurate, and efficient service in a fast-paced setting with a diverse public.
• •High Volume Readiness: Comfortable handling large numbers of customer interactions per day while maintaining composure and professionalism.
• •Team Collaboration: Work effectively within a team, supporting shared goals and contributing to a respectful, productive workplace.
• •Adaptability: Adjust quickly to new procedures, policies, and technologies as agency needs evolve.
• •Attention to Detail: A focus on accuracy and thoroughness in completing tasks and managing responsibilities. Confidently make informed decisions and stay solution-focused while managing multiple priorities without sacrificing accuracy or customer satisfaction.
• •Clear Communication: Strong verbal and written communication skills to explain complex rules and processes in a way that is easy for the public to understand.
• •Problem-Solving: Identify and resolve issues efficiently while maintaining a calm and helpful demeanor.
• •Professionalism: Consistently represent the Department with respect, integrity, and accountability.

Key Competencies We Value:

• •Emotional Intelligence: Empathetic, self-aware, and able to manage high-stress interactions with tact.
• •Conflict Resolution: Handle difficult or emotional customer situations with patience and effectiveness.
• •Time Management: Prioritize tasks and complete assignments accurately and on time.
• •Commitment to Excellence: Dedication to high-quality work, accuracy, and upholding public trust.
• •Continuous Improvement: A mindset focused on improving processes, learning new skills, and supporting team development.

In this role, you will:

• •Receive and review mail and email from customers to respond to inquiries and process required paperwork. Review and process applications and compliance documents while managing related inbox requests through Outlook. Respond to written, telephone, and in-person customer inquiries, and collect, validate, and reconcile revenue. Verify, enter, and update computer records while identifying and resolving data issues and addressing quality control concerns.
• •Assist with calls for the Registration Department, including reviewing and verifying registration documents, creating reports and correspondence, and certifying agency records.
• •Maintain a positive attitude when handling discrepancies, and demonstrate patience and adaptability with new processes, standards, and changing priorities.

Preference will be given to candidates who bring digital fluency and a process-improvement mindset:

Comfort learning and adopting new technologies, experience streamlining or digitizing paper-based work, clear written communication, curiosity about emerging workplace tools, and the judgment to evaluate and verify their output before relying on it.

• •Ability to use independent judgment and decision-making.
• •Ability to verify, code, compute, and/or reconcile data on standard documents.
• •Ability to recognize work quality issues.
• •Ability to make intermediate mathematical calculations.
• •Ability to prepare standard reports and letters.
• •Ability to communicate effectively both orally and in writing.
• •Ability to complete detailed and accurate work assignments.
• •Ability to Manage time and prioritize.
• •Ability to give customer service over the phone using proper phone etiquette.
• •Knowledge of Maine Motor Vehicle Statute Title 29-A.
• •Knowledge of Rule Chapters for the Department of the Secretary of State.
• •Knowledge of query and research techniques.
• •Knowledge of Bureau of Motor Vehicle computer systems, including on-line programs.
• •Knowledge of Microsoft Office Word, Excel, Access, Outlook, Power Point, Internet.

MINIMUM QUALIFICATIONS :

Entry level knowledges, skills, and/or abilities may be acquired through, BUT ARE NOT LIMITED TO the following coursework/training and/or experience.)

Training, education, or experience in office and administrative support work that demonstrates 1) competency in applying a solid knowledge of the principles and practices of quality customer service to perform complex work in assisting the public with applications, fees, examinations, or social services that have an eligibility or compliance component; and 2) the ability to use independent decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures.

All positions in this classification assume the qualifications of: Customer Representative Assistant I, Customer Representative Assistant II and Customer Representative Associate I.

Applicants must be authorized to work in the United States. Please note that this position is not eligible for visa sponsorship or STEM OPT extensions, and successful candidates will be required to complete an I-9 form upon hire.

The successful candidate must pass a National Criminal Background check, which may include fingerprinting.

Why Join Our Team?

We believe in supporting our workforce's health and well-being with a valuable total compensation package, including:

Work-Life Fit: Take time for yourself with 13 paid