BMV Team Leader

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

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 Marion, Indiana, BMV Branch.

Schedule

• Sunday: Closed
• Monday: Closed
• Tuesday: 9:00 am – 6:30 pm
• Wednesday: 9:00 am – 5:00 pm
• Thursday: 9:00 am – 5:00 pm
• Friday: 9:00 am – 5:00 pm
• Saturday: 9:00 am – 12:30 pm

Salary

The salary for this position traditionally starts at $34,216.00 but may be commensurate with education and work experience.

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

Qualifications

• 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 judgment
• 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

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, and 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
• Free LinkedIn Learning access

Supervisory Responsibilities

This role may be utilized in a supervisory capacity based on agency needs.