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Recruitment #22-000984-0001


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.




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.


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.


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.


1. At least 2 years of leading or supervising employees
2. At least 3 years of experience using a Customer Service Management system in the performance of customer service duties.


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.


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.  Please report all experience and education that is related to this position.



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 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. 

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

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