Vehicle Licensing Guide

Customer Service Representative (CSR) Document Preparation - Vehicle
VLIC-75

PURPOSE:

To provide guidelines for ensuring daily vehicle transaction documents are accurate, complete, and combined properly by the customer service representative (CSR) at the close of business.

BACKGROUND:

CSR's must compile their transaction documents at the close of business for sending back with the daily work so the CSC's document preparer can assemble and send the work to Document Imaging for archiving.

Document handling is the responsibility of all employees involved in processing a transaction (CSR, verifier, camera technician or last CSR to process the transaction). Transaction documents must be reviewed at each step in the process to ensure:

• required signatures are present,
• required documents are attached,
• applications are completed and signed.

In the event that missing signatures or documents, or other discrepancies, are discovered in document preparation, all employees involved in the processing, verification and handling of the transaction documents will be held accountable.

DMV SERVICE PROVIDER'S PROCESS - PREPARING INDIVIDUAL VEHICLE WORK:

1. Clip or band together all documents for each vehicle transaction.
2. Cover the day's work with the CSR Batch Cover Sheet (CSMA 41).
3. Cover each set of vehicle transaction documents with its one, matching Document Imaging Barcode Cover Sheet printed at the time of successful processing of the transaction (refer to CSCOM-902).
   1. Shred any barcode cover sheets for:
      • Voided transactions
      • Miscellaneous transactions related to the main transaction (title maintenance, etc.) for which no transaction documents exists)
      • Transactions processed with no associated documents
   
   
   NOTE: Duplicate, or extra barcode sheets (no transaction documents), should be sent back with the CSR's daily work for document preparation. The document preparer will shred any remaining barcode sheets once document preparation is completed.
4. Check vehicle transaction documents for the following:
   1. Each application/form is completed and appears to be accurate
   2. Required application is present (if applicable) for each vehicle transaction
   3. Barcode cover sheet is present and the information matches the customer information on the transaction documents
   4. Customers have signed where required
   5. All liens recorded on the titling documents have been recorded on the vehicle record
   6. All previous liens as shown on titles or reassignments (or other associated documents) have been signed off or have a lien release document
   7. Odometer information is present and the mileage increases sequentially or remains the same with each resale (unless marked "Not Actual")
   8. Monies collected match what is recorded on the form or application
   9. Sales tax collected matches amount calculated by the system
   10. Required signatures on all documents (including but not limited to):
       • Odometer statements
       • Reassignments
       • Bills of sale
       • Applications
   11. All supporting vehicle ownership documents are attached to the vehicle work
   12. CSR paid stamp is present
   13. Any required "HELD" has been recorded
   14. Title document numbers for all titles that have been voided or deleted are recorded in the system
   15. Any unusable decals have been included with your work

<<<<<REVISION
For a complete list of vehicle transaction documents to be prepared and sent to Document Imaging, refer to CSCOM-1004.   END REVISION>>>>>

REFERENCE:

• Code of Virginia: 46.2-216 and 42.1-76 et seq.
• CSC Data Entry: CSCNet

CONTACT:

For additional information contact:

• Your CSC Manager/Assistant Manager; or
• DMV DIRECT Help Desk at (804) 367-6646

PROCEDURE PROPONENT:

Quality Assurance/Internal Audit/Quality Control Review
Data Management Services