Member Services Administrator

The Maryland State Retirement Agency is the administrator of the Maryland State Retirement and Pension System.  The System is a multi-employer, public employees’ defined benefit retirement system composed of twelve (12) separate retirement and pension systems with additional plan components, supporting over 397,000 active members, retirees and beneficiaries. 

The Agency is seeking a highly skilled manager to serve as the Member Services Administrator for its Member Services Division.  This is a Management Service position and serves at the pleasure of the Appointing Authority.  This is hybrid position will require the candidate to be in the office three days per week.

24

120 East Baltimore Street

The Member Services Administrator position is a highly skilled managerial position responsible for the oversight of the Member Services Division. This position leads the development, implementation and execution of Division policies, programs, plans, budgets and procedures. In this role, the Member Services Administrator assigns priorities and allocates manpower, funds, space, and equipment to meet the needs of the Division. Provides administrative oversight to ensure fiduciary obligations of the system are met and exercises direct supervision over the Director of Member Services and the Deputy Director of Member Services. This position works closely with and supports the Executive Director in providing executive vision, direction, and control to ensure that the divisional operations meet the Agency mission statement of efficiently and effectively administering the benefits provided by retirement law and providing timely, current and correct benefit information to plan participants. The position requires a highly motivated individual with a strong customer service skill set. The position will focus on ensuring customer satisfaction, creating customer care protocol, resolving customer complaints timely, supervising the customer service team, training employees, revising policies and procedures to be more effective and efficient as well as researching and utilizing new technology to support the needs of our members and retirees. Knowledge of pension laws, pension tax requirements, a broad technical knowledge of automated information system processing requirements and operations, strong accounting, budgeting, analytical and research skills are also important in this role.

Customer Service Management:

Planning, organizing, and directing Member Services staff in both long and short-range planning of goals, objectives, policies, and priorities and ensuring that established goals and priorities are achieved.

Understanding, interpreting, and applying provisions of federal, State and local laws and regulations pertaining to the administration of pension and tax laws, regulations, policies, and programs.

Program Oversight, provides managerial direction of the development and facilitation of the following:

Counseling:

This unit meets one-on-one with members and retirees and conducts sessions at the Agency and various other locations throughout the State. Counselors participate in both Agency initiated group seminars as well as employer and employee organization sponsored seminars and programs.

Telephones:

This unit provides telephone counseling and problem solving to participants and pension annuitants through telephone calls (approximately 119,000 calls responded to annually). The unit serves as the initial point of caller contact for clarification on retirement matters, response to questions, account problems, or non-receipt of pension checks.

Correspondence:

This unit responds to written inquiries received from members, former members, beneficiaries, retirees, employers and others. Topics include, but are not limited to, benefit questions, complex pension issues and resolution of members' problems.

Correspondence comes into the Agency through mail, e-mail, fax and mySRPS (Agency's secure portal for members and retirees).

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

Call center experience using various communication channels.

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.

For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must be provided prior to hire.

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. 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.

STATE OF MARYLAND BENEFITS

Please include a cover letter and resume with your application.  Resumes will NOT be accepted in lieu of completing the application.  All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. If you have any questions about this recruitment, please call 410-767-4850.

Online application process is STRONGLY preferred.  If the online application process is not available, you may submit a paper application and supplemental questionnaire (by the closing date) to:

Department of Budget and Management Recruitment and Examination Division

301 W. Preston Street, Room 608

Baltimore, MD 21201

 

The resulting certified eligible list for this recruitment may be used for similar positions in this or other State agencies.

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.