General Information
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Current: 5/2/25 Due to the high volume of Real ID appointments, walk-in visits at State Field Offices are temporarily suspended. If you are unable to schedule an individual due to a lockout or search lockout issue, always transfer the caller to either t...
Current: 5/6/25 Walk in appointments are welcome at Municipal Field Offices if the list below states that they are allowed. See the column on the right to ensure that walks are welcome at that location. Always tell the caller that you cannot predict how...
Current: 4/28/25 @ 4:51 PM While scheduling an appointment, Altivus agents may provide answers to frequently asked questions (FAQs) by referring directly to the public facing website. All other questions should be transferred to a Commercial or Non-Comm...
Current: 4/1/2026 @ 11:45 AM Call TypeCall Description (Common Verbiage Used By Caller For Call Type)Should call be transferredTimeline for Resolution (days/weeks/months)Call Transferred to Extension or ActionCold/ Warm Transfer TP In Office ApptCr...
Current: 4/8/26 @ 2:34 PMWhen a taxpayer requests a filing kit, please gather the required information below and send a single compiled list of all requests for the day to Michael.Padilla@Altivus.com. Send it daily at 4:00 PM, or at the end of your shif...
Client: New Mexico Taxation and Revenue Department Tax Call CenterCurrent as of: 04/07/26 @ 10:44 AM MSTIntroduction, Greeting and Issue Identification:"Thank you for calling the New Mexico Taxation and Revenue Department. My name is [CSR Name]. May I p...
Current: 4/28/25 @ 4:55 PM AcronymMeaning AAMVAAmerican Association of Motor Vehicle AdministratorsBOSBill of SaleCCCredit CardCCLCourt Compliance LetterCITCitationCLClearance LetterCRRConfidential Records ReleaseCSLCommercial Driver's LicenseDOSDate O...
Current: 5/1/25 When entering a VIN number at any time, always substitute the following characters: I = 1O = 0Q = 0 Current: 5/1/25
Current: 4/28/25 @ 5:27 PM A vehicle identification number (VIN) is a unique code used by the automotive industry to identify individual motor vehicles, towed vehicles, motorcycles, scooters and mopeds. It is composed of 17 characters (digits and capita...
Current as of: 4/6/26 @ 1:25 PM Non-Taxable Transaction Certificates NTTCNon-taxable Transaction Certificates (NTTC’s) are specific to New Mexico gross receipts tax deductions. The Taxation and Revenue Department (TRD) classifies Nontaxable Transaction ...
Current: 8/4/25 Before closing any call, you must confirm that the phone number provided is accurate and check the box to enable text messages to the driver. This ensures the driver receives all necessary appointment details, helping create a smooth, ef...
Current: 4/28/25 @ 5:24 PM A car’s title is a document that identifies the vehicle’s legal owner and its year, make, model, vehicle information number (VIN), and other information. A title is issued by the Motor Vehicles Division (DMV) in the state wher...
Current: 4/9/26The New Mexico Taxation and Revenue Department does NOT assist taxpayers with preparing or filing their tax returns. They do provide general information and answer tax‑related questions.For help preparing and filing taxes, please direct t...
Current: 5/2/25The New Mexico Motor Vehicle Division accepts the following payment methods (forms of payment). It is appropriate to answer this question to prevent a call transfer to the division.All major credit cardsDebit cardsCheckMoney OrderCash
Current: 4/30/25 Field Offices do not have notary public services. Customers can only present previously notarized documents. Current: 4/30/25
Current: 5/2/25 After scheduling an appointment, verify that the confirmation email or text message with the confirmation code has been sent. Ensure that the provided phone number is a mobile number capable of receiving text messages. If the caller repo...
Current: 5/5/25 Regardless of transaction type, each transaction should have its own appointment. If a caller requests multiple transaction types (I.e., license, registration, etc.), let them know that you will schedule a single appointment for each tra...
Current: 5/2/25Occasionally, you may receive a call that requires escalation to a supervisor based on your judgment or at the caller’s request. In these instances, please send an email immediately to michael.padilla@altivus.com, including the four key d...
Current: 06/04/25If a caller requests a 'Level 3 inspection,' they must be transferred to the internal call center. A Level 3 inspection is required when a Level 1 or 2 inspector cannot locate a VIN using two points of verification. Because these inspec...
Current: 5/30/25 When booking appointments for two or more separate issues for the same customer, it's important to ensure they are in separate appointment time slots to support field office planning and capacity. Ideally, the appointments should be con...
Current: 5/1/25 In 1981, the National Highway Traffic Safety Administration of the United States standardized the format for tracking vehicles of any kind. It required all on-road vehicles sold to contain a 17-character VIN, which does not include the l...
Current as of: 4/12/26Monday–Friday from 3:30 PM to 5:00 PM, please pause the regular transfer skill for the call types listed below and use the alternate transfer skill indicated:"Tax and Audit RPD PIT” → Transfer to Skill 1"RPD BTX” → Transfer to Skil...
Current: 4/30/26 When making an appointment for a taxpayer to come into a district office to make a payment. These are the stopping times daily for district office payments. Do not make payment appointments after these times.District A Santa FeCash: 4:0...