BMV Registration Operations Coordinator

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.

The Indiana Bureau of Motor Vehicles has been named one of Indiana’s 2023 Top Workplaces by its employees.

The BMV’s mission is to serve all Hoosiers by providing best-in-class driver and vehicle services in a timely and accurate manner while ensuring security and transparency. The BMV team works throughout the state of Indiana and is dedicated to fostering an environment where we:

• Invest in our employees
• Engage our customers

The Registration Operations Coordinator role is part of the Registrations Department and is responsible for resolving escalated registration inquiries from both internal and external customers. In this position, you will manage incoming phone calls, emails, letters, and other forms of correspondence directed to the department. You will monitor inquiry trends and update agency resources—including procedural manuals and the Bureau’s intranet and internet content—to ensure accurate, accessible information is available and to help reduce overall inquiry volume.

Additionally, you will support the Registrations team with license plate programs, maintenance of the BMV operating system, vehicle and watercraft registration business rules, and other assigned projects.

This role is located in the Central BMV Office at the Indiana Government Center in Indianapolis, Indiana.

The salary for this position traditionally starts at $42,900.00 but may be commensurate with education and experience. Use our Compensation Calculator to view the total compensation package.

The essential functions of this role are:

• Serve as point of contact for the Registrations Department.
  • Internal/External customer emails.
  • Internal/External customer calls.
  • Internal/External customer escalations.
  • Internal/External customer stakeholder chat (Microsoft Teams).
• Identify improvements to the agency’s communication materials and procedural manuals.
• Assist with managing license plate programs and vendor operations.
• Assist with BMV’s record system, policies and processes.
  • Identify registration transactions defects and improvements in the BMV records system.
  • Assist with testing system and process changes prior to implementation.
• Manage toll dispute correspondence.
• Assist with agency initiatives and special projects.
• Assist with implementing new policy and procedures.

The job profile 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 time.

Individuals in this role should minimally be able to articulate or demonstrate the following:

• Considerable customer service experience.
• Ability to communicate verbally and in writing, including an ability to resolve complex problems.
• A high level of attention to detail.
• Ability to maintain effective working relationships with internal and external customers.
• Ability to deal effectively with conflict resolution.
• Ability to make decisions and meet tight deadlines.
• Knowledge and understanding of the mission, policies and multiple functions and responsibilities of the Bureau.
• Knowledge and understanding of the Bureau’s title and registration programs.
• Knowledge and understanding of and ability to apply the varied laws, rules and regulations as they relate to the titling and registration of vehicles and watercraft.
• Knowledge and understanding of and ability to apply the varied laws, rules and regulations as they relate to the Bureau’s obligation to collect and distribute excise taxes and fees.
• Ability to perform essential functions with or without reasonable accommodation.

A degree is not required.

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