1. How to Recognize & Use Customer Service Center Forms Begin!

2. The Customer Service Center (CSC) assists customers calling the agency for concerns pertaining to the state drivers and highway safety. Potential issues include: Driver Licenses, Vehicle Registration, Vessel Registration & Titling Issues.

3. The purpose of the lesson is to instruct customer service center representatives on the details of each form used while serving customers. The target audience is adult CSC reps who are responsible for fulfilling customer concerns and completing forms to be forwarded to appropriate agencies.

4. In this training, you will: 1.Identify CSC approved forms. 2.Identify each form’s intended usage and conditions. 2. Complete 3 short practice sets on the details of the forms reviewed.

5. Lesson Instructions: On the next screen, three options will display. Under each button, there is a set of forms that you will need to go through, read and understand. There is a practice game at the end of each form set.

6. CSC Request Forms 1-9 CSC Request Forms 10-18 CSC Request Forms 19-26

7. Backdating Revocations or Suspensions BDE Work RequestBDI Status Letter Clearance LetterCombine RecordsDL Request Form Document Validation FR Batch RequestFR Self Insured Click buttons to view forms. Quiz 1

8. FR Status LettersFraud Call BackInfo Research Form Medical Call BackMicrofilm Request MV Research : Add to FRVIS MV Research: Correspondence MV Research: General MV Research: Refund Quiz 2

9. MV Research: Verification Letter P&I Address Change P&I DL/ID Never Received P&I Renewal/Duplicate Packet P&I Resend Returned Mail Registration Renewal School Attendance Ticket Retrieval Request Quiz 3

10. Used to: Backdate revocation or suspension. Conditions: If the conviction date is 6 months or more from the effective date of the HTO or point suspension.

11. Used to: Solicit BDE Action Conditions: Out of state unanswerable IID questions. Court documents mailed in for removal of IID requirement & at least 20 days has elapsed. Cancelled for violation of IID device and provider has reset the device. Court has faxed IID documents, five days have elapsed and the record has not been updated. Cancelled for red light, BDI or TCAC course and school completion is on record.

12. Used to: Request a status letter. Conditions: Status letters only contain information about open sanctions. When both (BFR & BDI) appear on the record, the form should be sent to BDI who will forward it to FR. Letters can be mailed or faxed, but the mailing address must always be indicated, even on faxed letters.

13. Conditions: If cancellation is for “not entitled to the issuance” or for “purchasing DL while suspended/revoked OOS” and the state is not indicated on the driver record, the analyst needs to request microfilm. Once cancellation is received from microfilm, the consultants will attach microfilm and work request to request status letter from BDI. All other cancellation on the record, use this form to request status letter.

14. Used to: Initiate clearance action. Conditions: If the record does not include any of the following, initiate a clearance letter: If there is a C,D, Y or P restriction, select Restriction. If fraud correspondence is on record, select Fraud. If customer is cancelled for No Longer Licensed by Florida (CDL holders only) then select cancellation. **Make sure the out of state mailing address is included, even if faxed.

15. Used to: Combine duplicate records. Conditions: When there are two identical records for the same person. If there is a dummy record with no DL number, indicate which is the correct record in remarks section. Verify the two records are the for the same customer by asking clarifying questions. Turn around time is 3 weeks. The turn around time extends to 4-5 weeks when there are several open sanctions on record. **To process, print and attach the 9960 request form.

16. Used: When a customer has mailed in a request for a DL record or Verification letter. Conditions: Make Sure turn-around time has elapsed: Regular Mail – DL Records – 10-14 working days Verification letters, microfilm requests, retypes of letters – 10-15 working days. Special mail – One day after receipt in BOR  (Special mail: registered, certified, priority, FedEx, Express Mail)

17. Conditions: If either of these apply, do not submit this request as a second request: If customer never received because they moved, customer must resubmit request and appropriate fees. If 90 days have elapsed since request was processed, customer must resubmit request along with appropriate fees.

18. Used to: Request assistance on cancellations for Non US Citizen DUP/REN/REP Denied or Non US Citizen Issuance Denied. Conditions: If the record reflects the above conditions and the customer has been issued/or applying for an out of state license: Analyst sends form to Document Validation with customer’s out of state address requesting cancellation be removed. Provide cancellation date, customer’s situation and phone number. A letter of clearance can then be sent.

19. Used to: Determine why a suspension was cleared. Conditions: Select to determine the reinstatement fee paid on a partial purged FR case. Select to ascertain what information was put in a compliance correspondence.

20. Used to: Verify if a customer is self insured. Conditions: Review the crash report to make sure it is a Florida License Plate. If it is an out of state tag, a certificate of self insurance from that state is required. Quiz 1

21. Status letters only contain information about open sanctions? B. False A. True CORRECT! Try Again!

22. How many days must have elapsed since a DL request was processed to qualify the customer to resubmit request along with appropriate fees? A. 120 Days B. 30 Days C. 60 Days D. 90 Days CORRECT! Try Again!

23. When verifying if a customer is self-insured, if he/she has an out of state tag, no further action is needed. A. True B. False CORRECT! Try Again! Congratulations! Return to the Main Menu!

24. Used to: To acquire a Status, CL, CCL or 11 month letter. Conditions: Select Status Letter when a customer needs a status letter to advise them on what is required to clear a FR case. Select CL Letter when a customer satisfies the requirements for a specific FR case and needs notification that the suspension has been cleared.

25. Conditions: Select CCL Letter when a customer needs a letter advising them that a FR case has been cleared from their driver record and if the information had been available to use earlier the customer would not have been suspended. Select 11 Month Letter when the customer did not receive or lost the notification on how to reclaim a security deposit that has been on file for a year.

26. Used to: Gather information if ‘Fraud’ or ‘BOLO Contact Fraud’ is indicated in the correspondence section. Conditions: If the record does not indicate above conditions, go to the Fraud document in the knowledge base. Fraud Knowledge Base Document

27. Used to: Research status of requested records. Conditions: Money is showing in CRS and process period has been over 20 days request not received. If money is not showing as received in CRS – Instruct customer to check back with banking institution to determine is fee has been deducted.

28. Used to: Conduct inquiry on a medical case. Conditions: Request a call back from the medical section.

29. Used to: Order microfilm. Conditions: View instructions on when and how to order microfilm in the knowledge base: Microfilm Knowledge Base Document

30. Used to: Request records showing in Old FRVIS to update in FRVIS 2000. Conditions: Complete all required fields and submit request. Record with transfer and show in FVRIS and Expert.

31. Used to: Track documents mailed to the department or request a copy of previous correspondence letter mailed. Conditions: To track documents mailed to the department:  Make sure at least 30 days has lapsed since the documents were mailed to the department before submitting research form.  Verify documents were mailed with tracking number.  The tracking number is the only way to verify documents mailed.

32. Used to: Review documents submitted to the department for processing motor vehicle transactions. Conditions: Verify if images of documentation are available before submitting request. Review document images and advise for instruction.  For correction on title review MV title/title corrections under knowledge base When images are not available:  Request to have documents pulled to confirm processing. Complete all required fields, copy and paste MV info. Call customer when information is received.

33. Used to: Determine what a vehicle refund check was issued for using title or VIN number. Conditions: First check CRS for title or VIN in comment section. If title and VIN are not present and customer has already consulted accounting department on reason fee was submitted: Complete form and submit request for additional research. Quiz 2

34. Complete a CL letter when a customer satisfies the requirements for a specific FR case and needs notification that the suspension has been cleared. B. False A. True CORRECT! Try Again!

35. The MV Research General is used to Determine what a vehicle refund check was issued for using title or VIN number. A. True B. False CORRECT! Try Again!

36. Which MV Research form is used to track documents mailed to the department? D. MV Research: Add to FRVIS B. MV Research: General C. MV Research: Refund A. MV Research: Correspondence CORRECT! Try Again! Congratulations! Return to the Main Menu!

37. Used to: Request motor vehicle verification letter. Conditions: Only these qualify for a verification letter: Out of state DMV requests letter clarifying error on Florida title. Legal situation (with explanation) Complete required fields and submit.

38. Used to: Change address for mail or telephone customer requests. Conditions: If the request was done by mail and the mail retrieval application via IRIS is not available: Use this form and select ‘Mail’. Verify the change on the application, re-issue and mail. If the customer fails to make the address change on the application, process an address change.

39. Conditions: If the customer did the change via telephone but the phone disconnected before allowing the address change: Use the form and select ‘Telephone’. Indicate on the form the address correction. Internet errors are done solely by the customer requesting the service. The customer will make/pay for any correction.

40. Used to: To document that the customer has not received their driver license or ID card. Conditions: Verify that 25 days has elapsed from issue date and the address is correct on the record. If the address is incorrect, the customer must process an address change first.

41. Used to: When an out of state customer needs to obtain a duplicate or renew their DL. Conditions: Check for customer digital image. If no image, customer can only receive temp permit.  (No photo DL can only be issued if a customer is military or civilian and out of country.) Check for expiration date.  (Cannot send temp permit if license is expired.) Check for sexual predator/offender status.  (These customers are not eligible for temp permits.) Check entries under ‘correspondence’.  ( If previous correspondence is on file, check IRIS for copy of the letter).

42. Used to: Clarify records that indicate Returned and Re- filed. Conditions: Check the correspondence section of the record for Returned and Re- filed. Complete the form in its entirety.

43. Used to: Request duplicate registration or decal not received. Conditions: Only for transactions processed via telephone or internet. To request items re-mailed to customer. If transaction took place over 20 days ago.

44. Used to: Verify school attendance. Conditions: Use this form for customers attending: Job Corps Home-Schooled Education Out of state school attendance requirements, view:  School Attendance Knowledge Base Document

45. Used to: Retrieve tickets eligible for retrieval process. Conditions: Tickets available for retrieval include: 1. Non –mandatory out of state tickets are available 3 years from the batch date. 2. CDL Batches ending with QA-QZ of 116 3. Mandatory Convictions that are less than 60 days.

46. Conditions: To Retrieve: Duplicate Entry – select when there are two citations on record that have the same citation type, arrest date, conviction date and state.  If the ticket is connected to any revocation or suspension, then select Ticket Retrieval or CDL Batch Request, if possible. Select Ticket Retrieval to verify information on record. Select CDL Batch Request when the batch number ends in 3 alpha letters and a copy of the ticket is required. Quiz 3

47. Which of the following is a valid condition for completing school attendance form? A. Job Corps B. Home schooling C. Out of state school. D. All of the Above CORRECT! Try Again!

48. Which is not a valid condition to complete a registration renewal form? A. Telephone or Internet Transaction B. Request Items be re- mailed to customer D. Transaction took place over 20 days ago. C. Customer Never Received Items CORRECT! Try Again!

49. When an out of state customer requests a duplicate DL or ID, which is the best answer of things should you check for? A. Digital Image B. Expiration Date C. Sexual Predator Status D. All of the Above CORRECT! Try Again! Congratulations! Return to the Main Menu or Click this box to print your certificate!

50. You have just completed Customer Service Center Forms Training. You May Print this page as your evidence of having completed the training. Please take this knowledge with you to serve customers in the best way: The CSC way!! User No. XXXX Date & Time Congratulations!