[Hiring] Branch Support Customer Service Representative @State of Indiana

Role Description

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.

Salary: The salary for this position traditionally starts at $42,900 but may be commensurate with education and work experience.

A Day in the Life:

• 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.

The job profile is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time.

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.
• 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.
• A degree is not required. However, a High School Diploma or High School Equivalent (HSE) is required.

Supervisory Responsibilities/Direct Reports

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.
• Free 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 [email protected].