BMV Team Leader

State of Indiana•Speedway, IN

4d•Onsite

About The Position

BMV Team Leaders oversee frontline customer service operations at a branch, troubleshoot escalated employee and customer issues, and work alongside the Assistant Branch Manager and Branch Manager to train, develop, and mentor Customer Service Representatives. This entry-level leadership role primarily serves at the Indianapolis, Indiana, West BMV Branch. The branch is closed Sunday and Monday; it is open Tuesday from 9:00 a.m. to 6:30 p.m., Wednesday through Friday from 9:00 a.m. to 5:00 p.m., and Saturday from 9:00 a.m. to 12:30 p.m. The salary traditionally starts at $44,850.00 and may be commensurate with education and work experience. A degree is not required. The role may be utilized in a supervisory capacity based on agency needs.

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; 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.
Aid leadership in resolving escalated customer complaints.
Maintain agency standards for customer service and ensure 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 BMV product and office supply levels and track branch serialized items.
Audit and quality-check CSR transactions for accuracy, timeliness, and proper accounting.
Clarify, support, and guide branch staff in interpreting and implementing BMV policies and procedures.
Serve as the technical resource for STARS transactions.
Assist associates with daily entry of time reporting.
Communicate equipment failures requiring service to the proper chain of command.
Assist with completing daily financial records for balances and deposits.
Maintain the agency goal for customer experience time.
Ensure accuracy of customer transactions, reporting deposits, procedures, and tasks associated with branch operations.
Ensure training, development, and mentoring of Customer Service Representatives.

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.