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Member Services Counseling Manager

Recruitment #23-005477-0014


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.




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.


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.  


Education A bachelor's degree from an accredited college or university in business, communications, education, English or social sciences.


Five years of experience in an administrative or professional work environment.
Three years of experience working in a customer service environment, to include handling incoming and/or outgoing phone calls.
Three years of supervisory experience.


One year of experience working with Microsoft Dynamics 365.


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.


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.



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 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.

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