Branch Team Leader - Frontline Customer Service

State of Indiana; Lafayette (IN); On-site; USD 31,000 - 38,000; Full time

Benefits offered by this job

Medical plan options

Wellness rewards program

Health savings account

Pension plan options

Leave policies

Education reimbursement

Free Parking

LinkedIn Learning access

Job summary

State of Indiana is hiring an entry-level Team Leader at the Lafayette BMV Branch. You will mentor Customer Service Representatives, assist with scheduling, and help resolve escalated customer issues while ensuring accurate daily transactions and adherence to policy.

Join a large state employer with strong benefits and opportunities for growth. Minimum requirements focus on communication, leadership, and reliable customer service in a fast-paced environment.

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 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.

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
• 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.

Skills

Communication

People management

Customer issue resolution

Problem solving

Judgment

Cash handling

MS Word, MS Excel

Email systems

Multitasking

Travel up to 20%

Tools

MS Word

MS Excel

Email systems

Job description

State of Indiana is hiring an entry-level Team Leader at the Lafayette BMV Branch. You will mentor Customer Service Representatives, assist with scheduling, and help resolve escalated customer issues while ensuring accurate daily transactions and adherence to policy.

Join a large state employer with strong benefits and opportunities for growth. Minimum requirements focus on communication, leadership, and reliable customer service in a fast-paced environment.