RETIREMENT BENEFITS SPECIALIST SUPERVISOR
Recruitment #22-000984-0001
Department | Maryland State Retirement and Pension Systems |
---|---|
Date Opened | 1/21/2022 7:00:00 PM |
Filing Deadline | 2/4/2022 11:59:00 PM |
Salary | $54,822.00 - $89,738.00/year |
Employment Type |
Full-Time
|
HR Analyst | Shirley Williams |
Work Location |
Baltimore City
|
Introduction
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 is composed of twelve (12) separate
retirement and pension systems with over 50 different rule sets. The
System has over 397,000 participants (customers), including 192,000 members who
are actively employed and participating in the System, 165,000 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.
GRADE
LOCATION OF POSITION
Maryland State Retirement Agency
120 E. Baltimore Street
Baltimore, MD 21202
Main Purpose of Job
The Retirement Benefits Specialist Supervisor is a key
member of the Member Services Unit that is responsible for providing customer
service and counseling to the participants of the Maryland
State Retirement and Pension System. The unit is the “face of the agency”
and responsible for providing professional, excellent care to our customers.
Currently, the Member Services Unit is staffed by a Director, Deputy Director,
Counseling Manager, three Retirement Benefits Specialist Supervisors,
twenty-two Retirement Benefits Specialists (staff level employees), and three
administrative support staff.
The unit provides services through 3 teams: Call Center,
Correspondence and Counseling, and Disability. The Call Center team accepts
over 100,000 inbound telephone calls per year. The Correspondence and
Counseling team handle over 20,000 pieces of correspondence (letters, emails,
and secure messages) each year, and conducts more than 1,200 one-on-one
counseling sessions (face-to-face or virtually) and hosts over 3,000
participants at group seminars (in person throughout the State or virtually).
The Disability team processes almost 1,000 claims each year for members who are
seeking ordinary or accidental disability benefits.
In providing services through all of these teams, the goal
is the same – provide professional and knowledgeable customer service and to
efficiently respond to all customer contacts.
The environment in the unit is fast paced, high volume, and sometimes stressful. This is not a “hands off” supervisory position. In addition to supervisory duties, all of our supervisors and leaders are expected to “roll up their sleeves” to help the unit meet its goals. This mean that you will take calls, handle correspondence, meet with customers, and handle escalations of customer service issues. The incumbent must have excellent communication (verbal and written) skills, strong problem solving skills, the ability to learn and apply a great deal of knowledge about the systems and plans offered by the Maryland State Retirement and Pension System, and an absolute commitment to providing the best customer service possible to our customers.
MINIMUM QUALIFICATIONS
Education: A Bachelor's degree from an accredited college or
university.
Experience: Eight years of experience counseling employees
or responding to inquiries in a call center relative to pension benefits and
options available under a State, federal or local retirement and pension
system.
Notes:
1. Candidates may substitute the possession of a
Bachelor’s degree from an accredited college or university and four years of
the above described experience for the required experience.
2. Candidates may substitute the possession of a
Maryland Retirement Coordinator certification issued by the Maryland State
Retirement Agency, 120 E. Baltimore Street, Baltimore MD, 21202, for one year
of the required experience.
3. Candidates may substitute the possession of a
Master’s degree in Business Management, Business Administration or Public
Administration from an accredited college or university for one year of the
required experience.
4. 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.
DESIRED OR PREFERRED QUALIFICATIONS
LICENSES, REGISTRATIONS AND CERTIFICATIONS
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 certification valid in the State of Maryland.
SELECTION PROCESS
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.
EXAMINATION PROCESS
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. Please report
all experience and education that is related to this position.
BENEFITS
FURTHER INSTRUCTIONS
The online application process is STRONGLY preferred.
If online access is not available, you may mail a paper application and
supplemental questionnaire (if applicable) to:
DBM Recruitment & Examination
Department
301 West Preston Street, Room 608
Baltimore, MD 21201
All mailed documents must include the applicant's name and
the job number and must be received by the closing date. Resumes
will NOT be accepted in lieu of completing the application.
For questions regarding this recruitment, please contact
the DBM Recruitment and Examination Division at Application.Help@maryland.gov or
410-767-4850, MD TTY Relay Service 1-800-735-2258.
TTY Users: call via Maryland Relay
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.