BMV Team Leader

City of Bloomington, Indiana•New Haven, CT

14d•Onsite

About The Position

The Indiana Bureau of Motor Vehicles (BMV) is seeking a BMV Team Leader to oversee frontline customer service operations at the New Haven, Indiana, BMV Branch Office. This entry-level leadership role involves troubleshooting escalated employee and customer issues, training, developing, and mentoring Customer Service Representatives (CSRs). The BMV is committed to providing best-in-class driver and vehicle services while fostering an environment that invests in employees, engages customers, provides sustainable systems, and embraces product innovation. The BMV has been recognized as one of Indiana’s 2023 Top Workplaces.

Requirements

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.

Nice To Haves

A degree is not required.

Responsibilities

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.
Ensure training, development, and mentoring of CSRs.

Benefits

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
Deferred compensation 457(b) account (similar to 401(k) 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 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 time off
12 paid holidays, 14 in election years
Education Reimbursement Program
Group life insurance
Referral Bonus program
Employee assistance program that allows for covered behavioral health visits
Qualified employer for the Public Service Loan Forgiveness Program
Free Parking for most positions
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