State of Maryland

A Customer Care Agent Lead/Advanced is the lead or advanced level of work providing customer support on the customer care team in the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor. Employees in this classification respond to inquiries from claimants and employers, provide assistance with account creation, and provide support to claimants that seek to file for FAMLI benefits. Employees in this classification with lead level responsibilities assign, review, and approve the work of and train lower-level Customer Care Agents. Employees in this classification with advanced level responsibilities function as a customer care specialist and work to respond to and resolve complex inquiries and manage customer claim escalations. Employees in this classification do not supervise.

Employees in this classification receive general supervision from a Customer Care Supervisor or other designated administrator.

Positions in this classification are evaluated by using the classification job evaluation methodology. The use of this method involves comparing the assigned duties and responsibilities of a position to the job criteria found in the Nature of Work and Examples of Work sections of the class specification.

The Customer Care Agent Lead/Advanced is differentiated from the Customer Care Agent III in that the Customer Care Agent Lead/Advanced assigns, reviews, and approves the work of and trains lower-level Customer Care Agents or responds to resolves complex inquires and manages customer claim escalations while the Customer Care Agent III performs the full range of duties and responsibilities under general supervision. The Customer Care Agent Lead/Advanced is differentiated from the Customer Care Agent Supervisor in that the Customer Care Agent Supervisor has supervisory responsibility for lower-level Customer Care Agents.

When functioning at the Lead level:

Assigns, reviews and approves the work of lower-level Customer Care Agents;

Trains lower-level Customer Care Agents;

When functioning at the Advanced level:

Researches and resolves complex case inquiries and handles claim issues that require advanced knowledge to respond to complicated claims or eligibility questions;

Manages escalations that require input from claims management, employer services, or benefits payment staff;

Performs detailed and complex account maintenance processes that may include updating sensitive information;

When functioning at both levels:

Provides high-quality customer service to employers, claimants, and other stakeholders by answering inquiries about the FAMLI program and assisting with claim processing;

Resolves customer inquiries and issues related to FAMLI program eligibility, claim status, and documentation requirements;

Records and updates customer interactions using the Customer Relationship Management (CRM) system to maintain accurate records of customer inquiries, complaints, and resolutions;

Provides accurate information to customers regarding FAMLI regulations, policies, and procedures;

Assists claimants and employers by explaining available self-service resources and tools and providing instructions on how to navigate the FAMLI program;

Provides guidance to ensure the accurate submission of required documents and completion of registration;

Works with other customer care agents and/or team members to provide resolutions to customer complaints, concerns, and issues;

Adheres to data protection and privacy policies to ensure confidentiality and security of customer information;

May provide guidance to team members by providing assistance with training and sharing best practices;

Performs other related duties as assigned.

Knowledge of FAMLI program policies and procedures including eligibility requirements, claims processes, and benefits;

Knowledge of high-quality customer service principles, practices, and standards;

Knowledge of how to respond to customer complaints, escalations, and inquiries in a professional manner;

Knowledge of data protection policies and procedures;

Knowledge of handling sensitive information in compliance with privacy laws and regulations;

Knowledge of the CRM system and data entry procedures;

Skill in communicating effectively with a diverse range of clients both verbally and in writing;

Skill in using multiple communication channels, such as phone, email, and live chat;

Skill in problem solving;

Skill in critical thinking to analyze customer complaints, troubleshoot issues, and identify solutions;

Skill in time management and multitasking;

Skill in conflict resolution;

Ability to provide high quality customer service;

Ability to handle sensitive information and manage customer interactions with care;

Ability to read and understand regulations, policies, and procedures regarding the FAMLI program;

Ability to work independently and with a team;

Ability to handle a high volume of customer interactions;

Ability to maintain organizational excellence.

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: Three years of customer service experience, including handling inquiries, resolving issues, and providing information in a call center environment, and one year of experience working in a customer service environment.

Notes:

1. Candidates may substitute 30 college credit hours from an accredited college or university on a year-for-year basis for the required experience.

2. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer on a year-for-year basis for the required experience.

Class specifications are broad descriptions covering groups of positions used by various State departments and agencies. Position descriptions maintained by the using department or agency specifically address the essential job functions of each position.

This is a Skilled Service classification in the State Personnel Management System. All positions in this classification are Skilled Service positions. Some positions in Skilled Service classifications may be designated Special Appointment in accordance with the State Personnel and Pensions Article, Section 6-405, Annotated Code of Maryland.

This classification is assigned to Bargaining Unit B, Administrative, Technical and Clerical. As provided by State Personnel and Pensions Article 3-102 special appointment, temporary, contractual, managerial and confidential employees are excluded from collective bargaining. Additionally, certain executive branch agencies are exempt from collective bargaining and all positions in those agencies are excluded from collective bargaining.

Employees in this classification are eligible to receive overtime compensation. An employee who works more than the normal workweek is entitled to be compensated for that overtime, as provided by the State Personnel and Pensions Article, Section 8-305.