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 400,000 participants (customers),
including 192,000 members who are actively employed and participating in the
System, 176,000 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
20
LOCATION OF POSITION
Maryland State Retirement
Agency
120 East Baltimore Street
Baltimore, MD 21202
Main Purpose of Job
The main purpose of this job is to provide
leadership and management to the Member Services Unit of the Maryland State
Retirement Agency. The unit provides counseling to the participants of the
System through four teams: Call Center, Correspondence, Counseling, and
Disability. The Call Center team answers over 110,000 inbound phone calls from
participants each year. The Correspondence team responds to over 25,000
letters, faxes, and emails each year. The Counseling team meets face-to-face
and virtually and conducts group presentations face-to-face and virtually to
over 6,000 participants each year. The Disability team processes over 1,000
claims for ordinary or accidental disability retirement each year. Total staff
assigned to these teams is four supervisors, twenty-one retirement benefits
specialists, and four administrative professionals. This is a “hands on”
leadership role and in addition to helping the director and deputy director
juggle staff between the teams, this position is expected to actively help
customers on the phone, in writing, and in person. This position plays a key
role in the hiring, training, and evaluating of staff. The work environment is
interesting and fast paced. The successful candidate must be able to work under
pressure and be comfortable dealing with difficult situations and customers. A
passion and ability to lead people, develop talent, and provide excellent
customer service are all necessities in this position.
This is a Management Service position, and serves at the pleasure of the Appointing Authority.
POSITION DUTIES
1. Oversees the budget and
personnel for two counseling units and the Disability Claims Process unit in
Member Services to ensure the units’ proper functioning through the use of
managerial skills.
2. Monitors and controls
the functioning of the Counseling Program and the Disability Claims Process to
ensure compliance with the standards, controls, policies, and procedures by
reviewing and testing for compliance.
3. Manages the
development and training of Counseling Program staff to ensure counseling
knowledge and skills are developed and maintained through the administration of
a training program for new specialists and a continuing education program for
established specialists.
4. Evaluates the
Counseling Program to ensure its effectiveness through reviewing program
content and plan participant feedback, and through the monitoring of staff
performance.
MINIMUM QUALIFICATIONS
Education: A bachelor's
degree from an accredited college or university in business, communications,
education, English or social sciences.
Experience:
Five years of experience in an
administrative or professional work environment.
And
Three years of experience working in a customer
service environment, to include handling incoming and/or outgoing phone calls.
And
Three years of supervisory experience.
DESIRED OR PREFERRED QUALIFICATIONS
One year of experience
working with Microsoft Dynamics 365.
SELECTION PROCESS
Please make sure that you provide sufficient information on your application to show that you meet the qualifications 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 placed on the eligible (employment) 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 evaluation 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
Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to: Department of Budget and Management, Recruitment and Examination Division, 301 W. Preston St., 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 the DBM Recruitment and Examination Division at Application.Help@maryland.gov or 410-767-4850, MD TTY Relay Service 1-800-735-2258.
We thank our Veterans for their service to our country.
People with disabilities and bilingual candidates are encouraged to apply.
As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.