BMVC Branch Support Customer Service Representative

State of Indiana•Indianapolis, IN

8d•Remote

About The Position

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 Hoosiers across Indiana. About the Bureau of Motor Vehicles (BMV): The Bureau of Motor Vehicles delivers exceptional, customer focused services built on choice, innovation, and genuine care. We strive to be a trusted partner to every Hoosier by investing in our people, fostering growth, and developing future leaders who drive excellence and a strong culture of service. Role Overview: The Branch Support CSR applies agency policies and procedures, statuses, and regulations that govern registrations, titles, and credentials. You will navigate complex and evolving circumstances influenced by legislative changes and state and federal directives, exercising sound judgment and critical thinking to assess situations and implement effective solutions. Due to the high degree of independence expected in this role, you will be responsible for the accuracy of records, files, forms, and reports, as well as the protection of customer personal information. This position operates on a fully remote schedule. You will be required to meet minimum internet speed requirements, including upload and download speeds. During the onboarding and orientation process, you will be required to report to a BMV location near you to collect the necessary equipment. Please note that there is always the potential for required in-office hours if need arises.

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.
Ability to become proficient in the agency operating system .
Ability to multi-task in a fast-paced environment.
Able to perform essential functions with or without reasonable accommodation
Ability to perform essential functions with or without reasonable accommodation.
A High School Diploma or High School Equivalent (HSE) is required.

Responsibilities

Apply state law, rules and National Motor Vehicle (NMV) policies with accuracy, timeliness and integrity while safeguarding personal information.
Maintain compliance with all laws and regulations of the State of Indiana relative to the operations, licensure, and registration of personal motor vehicles.
Assist branches and partial service providers with credentials, vehicle/watercraft titles and registration needs.
Navigate and utilize various systems to effectively assist customers (STARS, DocuWare, Fortis, KTA, Backoffice 360, NMVTIS State Web, iPrime, BMVOA Tool, Genesys Cloud CX 3 ).
Research, analyze and evaluate NMVITIS to determine issuance or denial of a title
Manage each interaction from start to finish with efficiency, accuracy, and empathy, ensuring a positive and professional experience for every customer
Consistently demonstrate outstanding communication, professionalism, and courtesy while upholding the agency’s commitment to quality and integrity
Provide real-time support to branches during customer interactions when additional expertise or information is required
Utilize elevated system access and program permissions to assist agency management in resolving complex issues that extend beyond their standard access levels
Attend training classes and/or take certification tests as required.
Work with leadership to resolve escalated customer concerns and system problems
Research, analyze and evaluate relevant data to address inquiries and resolve complaints using the Bureau of Motor Vehicles’ available systems and resources.
Support other responsibilities and initiatives as assigned to advance the agency’s mission and customer service goals.
This role may serve as a team lead for an assigned work group.

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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