BMV Team Leader
About The Position
The BMV Team Leader oversees frontline customer service operations at the Indianapolis, Indiana, East BMV Branch. This entry-level leadership role works alongside the Assistant Branch Manager and Branch Manager to resolve escalated employee and customer issues and to train, develop, and mentor Customer Service Representatives (CSRs). The position primarily serves at the East BMV Branch and may require travel up to 20 percent of the time to branch locations, training, or branch-related community activities. The role supports branch scheduling, task assignments, opening and closing procedures, customer service, transaction accuracy, financial records, and daily operations. It may be utilized in a supervisory capacity based on agency needs. Other duties and responsibilities may be assigned or changed at any time. The branch is closed Sunday and Monday. Its hours are Tuesday, 9:00 a.m.–6:30 p.m.; Wednesday through Friday, 9:00 a.m.–5:00 p.m.; and Saturday, 9:00 a.m.–12:30 p.m. The salary traditionally starts at $44,850, but may be commensurate with education and work experience. A degree is not required.
Requirements
- Ability to communicate orally and in writing with diverse employees, customers, and groups.
- Ability to exhibit professionalism at all times.
- Ability to manage people and experience managing people or teams.
- Ability to successfully address customer concerns.
- Ability to identify problems and recommend creative solutions.
- Ability to use good judgment.
- Ability to apply fundamental cash management and accounting principles.
- Proficient computer skills, including working knowledge of Microsoft Word, Microsoft Excel, and email systems.
- Ability to become proficient in the agency operating system.
- Ability to multitask 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.
Responsibilities
- Assist with scheduling for the branch.
- Assist with assigning and delegating tasks for Customer Service Representatives.
- Assist with daily opening and closing procedures.
- Help leadership resolve escalated customer complaints.
- Maintain agency customer service standards and ensure frontline staff treat customers courteously, in a friendly and respectful manner.
- Provide relief and support to frontline operations and process customer transactions to maintain proper customer flow.
- Monitor BMV product and office supply levels and track serialized branch items.
- Audit and quality-check CSR transactions for accuracy, timeliness, and proper accounting.
- Clarify and guide branch staff in interpreting and implementing BMV policies and procedures.
- Serve as the technical resource for STARS transactions.
- Assist associates with daily time reporting.
- Communicate equipment failures requiring service through the proper chain of command.
- Assist with daily financial records for balances and deposits.
- Maintain agency goals for customer experience time.
- Ensure accuracy of customer transactions, reporting, deposits, procedures, and branch operational tasks.
- Train, develop, and mentor CSRs.
Benefits
- Three medical plan options, including prescription coverage, and vision and dental plans
- Wellness Rewards Program with gift card rewards for completing wellness activities
- Health savings account with biweekly state contributions
- Deferred compensation 457(b) account with employer match
- Two fully funded pension plan options
- Leave policies, including 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
- Up to 15 hours of paid community service leave
- Combined 180 hours of paid vacation, personal, and sick leave
- 12 paid holidays, or 14 in election years
- Education Reimbursement Program
- Group life insurance
- Referral Bonus program
- Employee assistance program with covered behavioral health visits
- Qualified employer for the Public Service Loan Forgiveness Program
- Free parking for most positions
- Free LinkedIn Learning access
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
