BMV Team Leader

Work for Indiana Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a 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. 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. Our 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 employeesEngage our customersProvide sustainable systemsEmbrace product innovation Role Overview: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 serve at the Waynesdale BMV Branch Office in Fort Wayne, Indiana. Branch hours are:Sunday: ClosedMonday: ClosedTuesday: 9:00 am - 6:30 pmWednesday: 9:00 am - 5:00 pmThursday: 9:00 am - 5:00 pmFriday: 9:00 am - 5:00 pmSaturday: 9:00 am - 12:30 pm Salary:The salary for this position traditionally starts at $34,216.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package. A Day in the Life: The essential functions of this role are: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 complaintsMaintain agency standards for customer service.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: Individuals in this role should minimally be able to articulate or demonstrate the following: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.Ability to perform essential functions with or without reasonable accommodation. A degree is not required.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 benefits package for full-time employees that includes: Three (3) medical plan options (including RX coverage) as well as vision and dental plansWellness Rewards Program: Complete wellness activities to earn gift card rewardsHealth savings account, which includes bi-weekly state contributionDeferred compensation 457(b) account (similar to 401(k) plan) with employer matchTwo (2) fully-funded pension plan optionsA robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothersUp to 15 hours of paid community service leaveCombined 180 hours of paid vacation, personal, and sick leave time off12 paid holidays, 14 in election yearsEducation Reimbursement ProgramGroup life insuranceReferral Bonus programEmployee assistance program that allows for covered behavioral health visitsQualified employer for the Public Service Loan Forgiveness ProgramFree Parking for most positionsFree LinkedIn Learning access Equal Employment Opportunity: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. 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. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at View email address on click.appcast.io.