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CUSTOMER CARE AGENT LEAD/ADV

Recruitment #25-001288-0002

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Introduction

Maryland’s Family and Medical Leave Insurance (FAMLI) program makes sure all workers in Maryland have paid time off for medical and family reasons. FAMLI is a social insurance system covering 2.6 million workers and 180,000 employers, delivered as a digitally native, public-facing service. We’re in the early stages of building something as big and as far-reaching as unemployment insurance or a new health department. We know that delivering services primarily through a website, over the Internet, is a new way of doing business in government. 

The Customer Care team is the first point of contact for the FAMLI program, providing essential support to employers and workers. The Customer Care team strives to meet people where they are and create pathways for people of different needs and abilities to get the services they need. The Customer Care team’s clear, empathetic, and effective assistance is at the heart of our mission to ensure Maryland workers get paid when they need time to care for themselves and their families.

GRADE

ASTD13 Customer Care Agent Lead
ASTD13 Customer Care Agent Advanced

LOCATION OF POSITION

100 S. Charles Street
Baltimore, Maryland 21201

Remote

Main Purpose of Job

The Customer Care team within the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor. Customer Care is responsible for providing exceptional support to workers and employers, by addressing inquiries, guiding participants through program details and resolving complex issues. These roles involve delivering accurate information, managing sensitive data, escalating cases as needed to ensure high-quality service delivery. In many cases, the worker or employer's first interaction with FAMLI will be with the Customer Care team. Customer Care is crucial to the success of FAMLI and is at the heart of FAMLI’s mission to ensure working Marylanders can afford to take time off to care for their loved ones and themselves.

POSITION DUTIES

Duties of this position include but are not limited to:

● Maintains high level customer service standards by supporting employers and workers across the scope of what FAMLI does- Claims processor, Tax Collector, Arbitrator, Benefits Integrator, Insurance Regulator and Insurance Marketplace. 
● Serves as First point of contact for employers, workers and other stakeholders, providing clear and accurate information regarding FAMLI program policies, eligibility requirements and claim processes. 
● Address customer inquiries through multiple channels (Phone, email, chat), ensuring professionalism and empathy.
● Replies to dual concurrent chats from claimants and employers.
● Provides excellent customer care not only through job knowledge but also by showing empathy and support for the caller.
● Provides information to claimants and employers following a successful customer verification process. 
● Handle incoming calls from employers, workers, and other stakeholders regarding FAMLI program inquiries and claims.  
● Determines the most effective way to respond to inquiries following established protocols.  
● Stays up to date on FAMLI policies, procedures and regulations. 
● Educate customers on self-service resources and program tools, empowering them to navigate FAMLI processes effectively.  
● Escalates complex issues to the team lead when necessary.   
● Defuses irate customers calmly, professionally and with empathy. 
● Remains adaptable to new technologies and new processes as they are introduced. 
● Collaborates effectively with other customer care agents, team members and partner units.  
● Explains FAMLI program, eligibility criteria, and registration process. Accurately records customer interactions. and outcomes in the CRM system, ensuring all data is complete and compliant with data privacy regulations.  
● Assists customers in understanding the process, benefits and entitlements.  
● Handles complex program information inquiries, complex claim status updates etc.  
● Maintains and updates claimant and employer accounts.  
● Helps to clarify what documentation (medical, bonding, caregiving, military) is needed. 
● Documents customer inquiries, complaints, and feedback in the CRM System. 
● Adheres to data protection/handling and privacy policies when handling customer information.
● Reports any potential data breaches or security concerns immediately.  
● Performs other duties as required.  
● Comply with established guidelines involving the completion of timesheets and leave requests.  
● Assists in training new team members.  
● Escalates Tiers 3/4 questions or issues that require advanced knowledge or specialized intervention to Employer Services, Insurance Plan Compliance, Claims Management, or Benefits Payment Management teams. 
● Handles complex inquiries and questions from callers.  
● Troubleshoots common, uncommon, and complex issues.   
● Collects information that includes but is not limited to contact information, demographic information, employment history, medical information, and wage information.

MINIMUM QUALIFICATIONS

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.  

DESIRED OR PREFERRED QUALIFICATIONS

Desired or Preferred Qualifications 
● A Bachelor’s degree in a related field (e.g., Public Administration, Business Administration, Social Work, Customer Service) a plus. 
● Experience with CRM software (Salesforce preferred). 
● Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)and Google Suite.
● High attention to detail, empathy, and commitment to providing excellent customer support.
● Strong verbal and written communication skills, with the ability to communicate information clearly.

SPECIAL REQUIREMENTS

All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (Labor/DUI) to determine whether any monies are owed to Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.

SELECTION PROCESS

All information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.) must be submitted and received by the closing date. Information submitted after this date will not be considered. Applications that meet the minimum and/or selective qualifications will be referred to the hiring unit. Units will select those candidates most closely demonstrating the qualifications for the interview.   Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

EXAMINATION PROCESS

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

BENEFITS

This is a full-time, permanent position and eligible for full State benefits, which include:
  
● Flexible hours and hybrid teleworking 
● Paid holidays 12-13 per year 
● Generous paid leave package (annual, sick, personal and compensatory leave) 
● State Pension ("defined benefit" plan)
● Tax-deferred supplemental retirement savings plans (401(k) and 457) 
● Comprehensive, subsidized health, dental and prescription plans with little to no deductibles, free generic prescriptions, and free preventive heath services        
● Flexible Spending Account plans for Health Care and Daycare 
● State Employees Credit Union 

To learn more, please click this link: STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

The online application is STRONGLY preferred. However, if you are unable to apply online, or having difficulty with your login or password, please contact DBM's Helpdesk directly at (410) 767-4850 (8:00 AM to 5:00 PM daily, except for holidays and weekends). After business hours, please submit an email request to Application.Help@maryland.gov. If you encounter difficulty attaching required or optional documentation, you may submit via mail or deliver in person. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.

We thank our Veterans for their service to our country and encourage them to apply. If you are seeking veteran's preference, please submit a copy of your DD-214.

The paper application must be received by 5 pm, close of business, on the closing date for the recruitment, no postmarks will be accepted. Incorrect application forms will not be accepted. 

PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION 

Completed applications, required documentation, and any required addendums may be mailed to: 

Maryland Department of Labor/ Office of Administration
Attn: Erika Leonard-Anderson   25-001288-0002 
100 S. Charles Street, 5th Floor
Baltimore, MD 21201
For additional information, please contact Erika Leonard-Anderson at 410-767-3417or via email Erika.leonard-anderson1@maryland.gov.
   
The MD State Application Form can be found online
   
Maryland Department of Labor is an equal opportunity employer. It is the policy of LABOR that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status.





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