Escalations Specialist - DMV - Level II-III

Automotive Titling Company (ATC) is the market leader in nationwide automotive title and registration processing, supporting more than 10,000 dealers across all 50 states. We’re hiring an experienced Escalations Specialist at the Level II-III tier. This role sits at the end of ATC’s file process - every file that reaches this desk has already hit a DMV rejection, correction, or hold, meaning you’ll be working exclusively with the most time-sensitive and ambiguous cases in the pipeline, in direct communication with external DMV and Tag Agent representatives.

This is not an entry-level position. We’re looking for candidates who can own an issue from escalation through full resolution with minimal oversight, communicate confidently and persistently with outside agencies, and manage a caseload of open items at different stages without losing track of any of them., * Interacts directly with DMVs and Tag Agents by phone, mail, and email to resolve open issues with paperwork

• Owns each assigned file from the point of escalation through full resolution and close-out - no hand-offs once a file is assigned
• Responds promptly to any issue that would cause a file delay
• Reviews monthly reject reports, identifies trends (internal and external), and alerts department leaders on findings
• Accurately and professionally notates dealership dashboards on items required to complete transactions (license and title, corrections, duplicates, etc.)
• Documents and updates records based on phone interactions
• Makes corrections on rejected files and maintains accurate, current notes in Zeus (ATC’s proprietary software)
• Prepares required tax and title documents for DMV submission and prepares outbound mailings

How You’ll Get It Done

• Ownership & Follow-Through - You don’t hand a hard problem back; you carry it until it’s actually closed, even when that takes multiple attempts or days of follow-up.

• Decision Maker & Time Manager - You make sound, fast decisions in a fast-paced environment. You prioritize effectively across a caseload at different stages and rarely need hand-holding on established workflows.
• Attention to Detail - You catch errors others miss - yours and theirs. You understand that a missed detail on a DMV submission creates downstream problems for dealers and lenders alike.
• Composure with External Parties - You communicate confidently and persistently with government agency representatives who operate on their own timeline, without ATC leverage to expedite.

What You Bring

• DMV, title, or automotive industry experience is a plus but not required - we prioritize the underlying skill set over specific background
• Demonstrated experience owning an issue or case from identification through resolution, rather than triaging and passing it along
• A track record of direct, persistent communication with an outside agency, institution, or department (government, insurance, banking, healthcare, legal, etc.)
• Experience managing a caseload of open items at different stages simultaneously, under deadline pressure, with minimal supervision
• Strong organizational skills; analytical and practiced at problem solving
• Proficient in Microsoft Office
• High school diploma or equivalent required, * High school or equivalent (Required)

Experience:

• DMV Paperwork: 2 years (Preferred)
• Automotive Titling: 2 years (Preferred)

Ability to Commute:

• Centennial, CO 80112 (Required)

Pulled from the full job description

• AD&D insurance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account, * $26-$28/hour DOE
• Medical (Cigna HDHP/HSA or PPO), dental, and vision coverage
• Company-paid life & AD&D insurance
• 3 weeks PTO + 10 paid holidays, starting after your first 30 days, * Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Job Type: Full-time

Pay: $26.00 - $28.00 per hour, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• What is your Email Address:
• Is they pay $26 -28 an hour workable for you?