Front Desk Customer Service, Auto Title

Description

• Customer Service Excellence – Delivers professional, respectful service to the public while resolving routine questions and providing accurate guidance.
• Document Processing Accuracy – Reviews, verifies, and prepares documents related to vehicle titles, certified copies, and passport applications.
• Regulatory Compliance – Follows state and internal requirements for notarization, fee collection, and title processing to ensure integrity and accuracy.
• Clerical and Financial Accountability – Maintains accurate records, balances daily transactions, and supports operational consistency across branch locations.

Essential Duties

• Provide high-quality, in-person customer service at assigned Auto Title branch locations, including greeting customers, answering questions, and guiding them through title and passport-related transactions.
• Respond to inquiries received by phone, email, and mail, ensuring timely and accurate information is communicated.
• Explain processes and requirements clearly to individuals with varying levels of understanding and ensure a welcoming and respectful experience for all community members.
• Assist customers in completing required forms and documentation and refer complex or unresolved matters to leads or managers.
• Maintain composure and professionalism in fast-paced or high-volume service environments, including during challenging customer interactions.
• Support customer education by proactively identifying and addressing common errors or missing documentation to minimize delays and rework

• Review, process, and verify documents related to motor vehicle titles and passports in compliance with state regulations and office procedures.
• Prepare and issue certified copies of records, including affixing Clerk of Courts seals, signing, stamping, and notarizing documents as a Deputy Clerk.
• Verify personal identification and documentation prior to notarization or transaction processing to ensure accuracy and prevent fraud.
• Ensure that all transactions are processed with a high level of accuracy to maintain the integrity of records and avoid delays or rejections.
• Stay informed of updates to state and federal regulations related to titling and passport issuance and apply those changes in daily work.

• Collect and process payments, issue receipts, and reconcile cash drawers at the end of each shift, reporting discrepancies as necessary.
• Maintain accurate records of daily transactions, balances, and document filings.
• Perform general office and clerical duties, including data entry, scanning, filing, and assisting with special projects as needed.
• Follow internal financial controls and procedures for secure handling of payments and sensitive customer information.
• Support branch-level operational needs by assisting with customer management, routing questions, or mentoring new employees on basic procedures when appropriate.

Skills, Knowledge and Expertise

• Ohio Bureau of Motor Vehicles (BMV) regulations, procedures, and documentation requirements related to vehicle title transfers and registrations.
• Procedural requirements for notarizing public documents and issuing certified records.
• Internal controls related to handling confidential personal information, financial transactions, and sensitive documents.
• Clerk of Courts policies and office procedures, including standards for professionalism, equity, and customer interaction.
• Basic mathematical principles used for cashiering, reconciliation, and error correction.

• Understand and apply relevant laws, rules, and procedures consistently and without bias.
• Maintain confidentiality, discretion, and professionalism when handling personal information.
• Recognize potential fraud or irregularities in documentation and follow appropriate escalation procedures.
• Exercise sound judgment in routine and non-routine situations while staying within defined procedural boundaries.
• Adapt to policy, technology, or workflow changes and support implementation through flexibility and collaboration.
• Work collaboratively with coworkers, supervisors, and members of the public while upholding the values of the Clerk’s Office.

• Providing respectful, efficient, and solution-oriented customer service to a diverse public in a high-volume setting.
• Accurately processing documents, ensuring proper formatting, verification, and adherence to all compliance requirements.
• Communicating clearly and empathetically with individuals from all backgrounds, including non-native English speakers or those unfamiliar with government processes.
• Navigating and utilizing case management or title-processing software, document imaging systems, and payment platforms.
• Multitasking and organizing work effectively while maintaining high attention to detail under time constraints.
• De-escalating difficult customer interactions with professionalism and patience.

Qualifications

• High school diploma or equivalent.
• Minimum of two (2) years of experience in customer service, clerical work, or public-facing administrative support.
• Prior experience in vehicle title processing, government services, or sensitive document handling is preferred.
• Experience working in a high-volume, detail-oriented environment that requires compliance with regulations and procedures.
• Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.

About Hamilton County Clerk of Courts