BMVC Branch Support Customer Service Representative

Location:

100% Remote, IN, US, 46204

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 lives of 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.

The salary for this position traditionally starts at $42,900 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.

The essential functions of this role are:

• 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, Docu Ware, 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…