Governmentjobs is hiring: Accelerated Customer Experience (ACE) Hearing Officer

Accelerated Customer Experience (ACE) Hearing Officer

Job Description

Are you looking to help ensure the quality and integrity of the State of Iowa’s driver testing program? The Iowa Department of Transportation (DOT) is seeking to hire a Driver’s License Hearing Officer. Our team is dedicated to providing expert guidance and solutions to complex driver license and identification issues, ensuring Iowa remains operational and mobile.

About Iowa DOT: Iowa DOT’s mission is "Making Lives Better Through Transportation." To achieve this, the selected candidate will demonstrate actions and behaviors aligned with the Iowa DOT’s five core values: Safety First, People Matter, Customer Focused, Servant Leadership, and Integrity Without Exception.

Location: 6310 SE Convenience Blvd, Ankeny, Iowa 50021

Shift: 8:00 AM to 4:30 PM, Monday through Friday; some travel required; flexible schedule

Position Responsibilities:

• Serve as a resource and subject matter expert for over 600 Customer Services Bureau employees and county partners, providing guidance on complex driver’s license issues.
• Handle incapable driver hearings, discretionary hearings, informal appeals, and recalls, playing a key role in resolving customer service escalations.
• Interpret and explain Iowa Code and Administrative Rules to stakeholders including defense attorneys, prosecutors, and law enforcement to ensure compliance and proper license issuance.
• Research and resolve complex customer cases, supporting frontline staff to maintain high service levels.
• Respond to court subpoenas, providing documentation and legal clarification as needed.
• Support leadership with special projects and provide backup coverage for various customer service roles.

Legal and Background Requirements: This position is covered under the REAL ID Act of 2005, 49 U.S.C. 30301, as defined in 6 CFR Part 37. Applicants must pass a background check as per 6 CFR 37.45.

What We Offer:

• Competitive salary and benefits, including health, dental, flexible spending, and life insurance.
• Insurance benefits start the first of the month following 30 days of employment.
• Opportunities for professional growth and development.
• Paid time off from day one, including vacation, sick leave, and holidays.
• Iowa Public Employee Retirement System (IPERS) with employer match.
• Optional 401A plan with employer contributions.
• Employee discount programs on various services and products.

For more details on benefits, visit the State of Iowa Employee Benefits Website.

Application Details: To apply, visit our careers page. We are an equal opportunity employer. Reasonable accommodations are available upon request.

Minimum Qualifications:

• Five years of full-time experience in public administration, or
• One year of public administration experience plus four years of relevant education or experience, or
• Graduation from an accredited law school, or
• Current experience in the state executive branch as a Driver & Identification Service Center Consultant or Administrative Assistant 2.

Additional qualifications may be required post-hire, such as obtaining a valid driver’s license.

Additional Information: This is a mid-senior level, full-time position in government administration, with some travel involved.

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