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 Portage, Indiana, BMV Branch.

Branch hours are:

Sunday:

ClosedMonday:

ClosedTuesday:

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. Use our Compensation Calculator to view the total compensation package. A Day in the

Life:

\nThe essential functions of this role are: Assist with scheduling for the branch.\nAssist with assigning and delegating tasks for Customer Service Representatives.\nAssist with daily opening and closing procedures.\nAid leadership in the resolution of escalated customer complaints\nMaintain agency standards for customer service.\nEnsure all CSRs and frontline staff conduct work in a courteous, friendly, and respectful manner.\nProvide relief and support to frontline operations and process customer transactions to maintain proper customer flow.\nMonitor levels of BMV products and office supplies, while tracking branch serialized items.\nAudit and quality check all CSR transactions to ensure accuracy, timeliness, and proper accounting.\nClarify, support, and provide guidance to branch staff in the interpretation and implementation of BMV policies and procedures.\nServe as the technical resource for STARS transactions.\nAssist associates with daily entry of time reporting.\nCommunicate to the proper chain of command any equipment failures requiring service.\nAssist with completing daily financial records for all balances and deposits.\nMaintain agency goal for customer experience time.\nEnsure accuracy of customer transactions, reporting deposits, procedures, and tasks associated with the branch operation tasks.\nEnsure training, development, and mentoring of CSRs. The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any timeWhat You'll Need for

Success:

\nIndividuals in this role should minimally be able to articulate or demonstrate the following: Ability to communicate with diverse employees, customers, and groups, both orally and in writing.\nAbility to exhibit professionalism at all times.\nAbility to manage people, experienced in managing people/teams.\nAbility to successfully address customer concerns.\nAbility to identify problems and recommend creative solutions.\nAbility to utilize good judgement.\nAbility to apply fundamental cash management and accounting principles.\nProficient computer skills, including working knowledge of Microsoft Word, Microsoft Excel, and e-mail systems.\nAbility to become proficient in the agency operating system .\nAbility to multi-task in a fast-paced environment.\nAbility to travel up to 20 percent of the time to branch locations, training, or branch-related community activities.\nAbility to perform essential functions with or without reasonable accommodation. A degree is not required.

Supervisory Responsibilities/Direct Reports:

\nThis role may be utilized in a supervisory capacity based on agency needs. Benefits of Employment with the

State of Indiana:

The State of Indiana offers a comprehensive benefits package for full-time employees that includes: 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 rewardsHealth savings account, which includes bi-weekly state contributionDeferred compensation 457(b) account (similar to 401(k) plan) with employer matchTwo (2) fully-funded pension plan optionsA 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 mothersUp to 15 hours of paid community service leaveCombined 180 hours of paid vacation, personal, and sick leave time off12 paid holidays, 14 in election yearsEducation Reimbursement ProgramGroup life insuranceReferral Bonus programEmployee assistance program that allows for covered behavioral health visitsQualified employer for the Public Service Loan Forgiveness ProgramFree Parking for most positionsFree LinkedIn Learning access

Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.

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