BMV Team Leader

Indianapolis, IN, United States

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Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a diverse range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

At the State of Indiana, we don’t just talk about diversity and inclusion—we make it our goal to create a welcoming, accessible, and equitable workplace with a workforce that is representative of Indiana's population. As a proud equal opportunity employer, reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role.

About the Bureau of Motor Vehicles (BMV):

The Indiana Bureau of Motor Vehicles has been named one of Indiana’s 2023 Top Workplaces by its employees.

The BMV’s mission is to serve all Hoosiers by providing best-in-class driver and vehicle services in a timely and accurate manner while ensuring security and transparency. The BMV team works throughout the state of Indiana and is dedicated to fostering an environment where we:

- Invest in our employees

- Engage our customers

Role Overview

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Team Leaders oversee the frontline customer service operations for the branch. You will focus on troubleshooting escalated employee and customer issues in a timely manner. In this entry-level leadership role, you will work alongside the Assistant Branch Manager and Branch Manager to train, develop, and mentor Customer Service Representatives to be the best employees they can be. This position will require the candidate to have the ability to work in a fast-paced and highly stimulated environment.

Salary Statement

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The salary for this position traditionally starts at $34,216.00.

A Day in the Life:

The essential functions of this role are as follows:

Assist with scheduling for the branch.

Assist with assigning and delegating tasks for Customer Service Representatives.

Assist with daily opening and closing procedures.

Aid leadership in the resolution of escalated customer complaints

Ensure all CSRs and frontline staff conduct work in a courteous, friendly, and respectful manner.

Provide relief and support to frontline operations and process customer transactions to maintain proper customer flow.

Monitor levels of BMV products and office supplies, while tracking branch serialized items.

Audit and quality check all CSR transactions to ensure accuracy, timeliness, and proper accounting.

Clarify, support, and provide guidance to branch staff in the interpretation and implementation of BMV policies and procedures.

Serve as the technical resource for STARS transactions.

Assist associates with daily entry of time reporting.

Communicate to the proper chain of command any equipment failures requiring service.

Assist with completing daily financial records for all balances and deposits.

Maintain agency goal for customer experience time.

Ensure accuracy of customer transactions, reporting deposits, procedures, and tasks associated with the branch operation tasks.

Ensure training, development, and mentoring of CSRs.

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time

What You'll Need for Success:

You must meet the following requirement to be considered for employment:

Ability to communicate with diverse employees, customers, and groups, both orally and in writing.

Ability to exhibit professionalism at all times.

Ability to manage people, experienced in managing people/teams.

Ability to successfully address customer concerns.

Ability to identify problems and recommend creative solutions.

Ability to utilize good judgement.

Ability to apply fundamental cash management and accounting principles.

Proficient computer skills, including working knowledge of Microsoft Word, Microsoft Excel, and e-mail systems.

Ability to become proficient in the agency operating system .

Ability to multi-task in a fast-paced environment.

Ability to travel up to 20 percent of the time to branch locations, training, or branch-related community activities.

Supervisory Responsibilities/Direct Reports:

This role may be utilized in a supervisory capacity based on agency needs.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

Three (3) medical plan options (including RX coverage) as well as vision and dental plans

Wellness Rewards Program: Complete wellness activities to earn gift card rewards

Health savings account, which includes bi-weekly state contribution

Flexible work scheduling options, including the potential for hybrid remote work for employees whose work may be performed outside state facilities

Deferred compensation 457B account (similar to 401k plan) with employer match

Two (2) fully-funded pension plan options

A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:

150 hours of paid new parent leave

Up to 15 hours of paid community service leave

Combined 180 hours of paid vacation, personal, and sick leave time off

12 paid holidays, 14 on election years

Education Reimbursement Program

Group life insurance

Employee assistance program that allows for covered behavioral health visits

Qualified employer for the Public Service Loan Forgiveness Program

Free Parking for most positions

Free LinkedIn Learning access

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Our policy is to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, creed, religion, sex, national origin, ancestry, age, sexual orientation, gender identity, physical or mental disability, or veteran status. We will comply with the spirit as well as the letter of all applicable state and federal laws.

If you are a qualified individual with a disability and require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at [email protected] .

The State of Indiana has established a culture that welcomes equity, inclusion, and opportunity for all employees and applicants. We encourage you to apply if you feel you have the transferrable skills to be successful in this position and we look forward to reviewing your application.

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