BMV Team Leader

BMV Team Leader

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. 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, provide sustainable systems, and embrace 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 serves at the New Albany, Indiana, BMV Branch Office. Branch hours are : Sunday : Closed, Monday : 8 : 00 am - 5 : 30 pm, Tuesday : 8 : 00 am - 5 : 30 pm, Wednesday : Closed, Thursday : 8 : 00 am - 5 : 30 pm, Friday : 8 : 00 am - 5 : 30 pm, Saturday : Closed.

Salary : The salary for this position traditionally starts at $34,216.00 ($17.54 per hour). 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 complaints, maintain 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, and ensure training, development, and mentoring of CSRs.

What You'll Need for Success

You must meet the following requirements 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, able to perform essential functions with or without reasonable accommodation, and no degree is required to fill this position.

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 plans, wellness rewards program, health savings account, deferred compensation 457(b) account, two (2) fully-funded pension plan options, a robust, comprehensive program of leave policies, group life insurance, referral bonus program, employee assistance program, qualified employer for the public service loan forgiveness program, free parking for most positions, and free 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 jobs@spd.IN.gov.