RETIREMENT BENEFITS SPECIALIST I

The Maryland State Retirement Agency is the administrator of the Maryland State Retirement and Pension System (“System”). The System is a defined benefit retirement system covering governmental employees within the State of Maryland. The System has almost 400,000 participants (customers), including 192,000 members who are actively employed and participating in the System, 160,000 payees who receive a monthly payment from the System, and 40,000 vested members who are no longer actively employed but have earned a benefit that will become payable at a future date.  

The Agency is seeking career minded individuals with a passion for learning new information, assisting customers, and providing exceptional customer service for its Retirement Benefits Specialist I openings. Candidates do not need to have prior experience with a retirement system, but must possess the ability to learn a lot of new information, the ability to be able to communicate that information to a diverse customer base, and the ability to work well under pressure in a fast-paced and sometimes stressful customer service environment.

120 East Baltimore Street

Baltimore, MD 21202

Employees in the Retirement Benefits Specialist classification are the human connection between the Retirement Agency and the 400,000 participants of the System. Retirement Benefits Specialists provide counseling and customer service to the System’s participants via inbound telephone calls, correspondence and emails, and in person appointments at the Retirement Agency’s offices. Retirement Benefits Specialists must be able to analyze a participant’s account within the System and apply the appropriate laws, regulations, or procedure, to provide the participant with accurate and complete advice and information about their pension benefits. 

The Retirement Benefits Specialist I position is the entry level position within the Retirement Benefits Specialist classification series which includes Retirement Benefits Specialist I, Retirement Benefits Specialist II, Retirement Benefits Specialist III, and Retirement Benefits Specialist Advanced. Employees start their careers as a Retirement Benefits Specialist I. After one year, employees are eligible for promotion to Retirement Benefits Specialist II, and after one additional year employees are eligible for promotion to Retirement Benefits Specialist III. Employees may be considered for promotion to Retirement Benefits Specialist Advanced classification after demonstrating exceptional knowledge and skill.

As a new hire, a Retirement Benefits Specialist I will receive extensive classroom style and hands on training for the first 3 months of their employment. The employee will be tested for their mastery of the knowledge and skills presented and must pass these tests to be moved forward in the training program. Upon conclusion of the training program the employee will gain experience by shadowing experienced employees, listening to them interact with customers. The employee will then begin to take calls from customers under the close supervision of an experienced employee or supervisor until such time that their skills and knowledge are evaluated as meeting standards to be independently released to the phones. On the phones employees are expected to provide excellent customer service by helping answer customer questions related to the benefits provided by the System and regarding the individual customer’s account within the System. Employees must be adept at asking the right questions to quickly and completely identify issues and resolve them. Employees in the Retirement Benefits Specialist I position are expected to handle at least 45 phone calls each day.

Education: A Bachelor’s Degree from an accredited college or university.

Experience: Six months of experience responding to inquiries, calculating program eligibility or counseling and advising persons concerning employee benefits in the public or private sector.

Notes:

1. Additional experience as specified above may be substituted on a year-for-year basis for the required education.

2. Maryland Retirement Coordinator certification may be substituted for the required experience. This certify cation is issued by the Maryland State Retirement Agency, 120 E. Baltimore Street, Baltimore MD, 21202.

3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in Financial Management classifications or Financial Management specialty codes in the Accounting and Budget field of work on a year-for-year basis for the required experience and education.

Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications.

One year of experience addressing inquiries relative to: Retirement, Personnel, Benefits, medical, law, Finance, or Claims. 

Experience making presentations before groups/ public speaking or as a facilitator of an educational program. 

One year of call center experience applying policy and servicing customer accounts.

1. Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties shall be required to possess a motor vehicle operator’s license valid in the State of Maryland.

2. Employees in this classification must possess and maintain a Notary Public commission valid in the State of Maryland.

Please make sure that you provide sufficient information on your application to show that you meet the minimum for this recruitment. All information concerning your qualifications must be submitted by the closing date.  We will not consider information submitted after this date. 

Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the employment (eligible) list for at least one year.  This list will be used by the hiring agency to select employees.

For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must accompany the application.

Due to the confidential nature of the work, selected candidates must undergo and pass a background check.

The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position.  You may be asked to complete a supplemental questionnaire.  The supplemental questionnaire may be used as part of the rating process.  Therefore, it is important that you provide complete and accurate information on your application.

STATE OF MARYLAND BENEFITS

The online application process is STRONGLY preferred.  However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to:

DBM Recruitment & Examination Department

301 West Preston Street, Room 608

Baltimore, MD 21201

Paper application materials must be received in our office by the closing date for the recruitment. No postmarks will be accepted.

For questions regarding this recruitment, please contact S. Hudson at 410-767-4910. 

MD TTY Relay Service 1-800-735-2258

As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.  People with disabilities and bilingual candidates are encouraged to apply. 

We thank our Veterans for their service to our country, and encourage them to apply.