ADMINISTRATIVE SPECIALIST III SUPERVISOR

The Maryland Department of Assessments and Taxation (SDAT) is a customer-focused agency dedicated to ensuring the accurate assessment of property, proper maintenance of business records, and timely communication of essential tax-related information to state and local agencies. The Department’s work is primarily organized into three key areas: Business Services, Real Property Valuation, and Property Tax Credits.

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Tax Credit Services Department

700 E. Pratt Street, 2nd Floor

Baltimore, Maryland 21202

The main purpose of this position is to oversee the day-to-day operations of the Renters’ Tax Credit Program and to supervise a group of employees assigned to process Tax Credit Program applications and respond to tax credit inquiries made by the public.

Manages, organizes, plans and oversees Renters’ Team pertaining to all application and correspondence processing.

In coordination with the Program Manager, he sets productivity and performance standards for subordinates and evaluates employee compliance with the standards.

Assists the Program Manager in the analysis and development of policies, regulations, and procedures. Follows Departmental policy and state laws and regulations and ensures that subordinates are adhering as well.

Responsible for the accuracy of all data entered by the Team into the CICS processing application or other application systems (i.e. Global Search/Square9).

Completes subordinate’s performance reviews, weekly performance reports as directed by the Program Manager

Allocates staffing resources appropriately to ensure that all areas covered by the team are being worked on appropriately (i.e. Phone, email, processing, correspondences, paper vs. imaged).

Resolves conflicts, disputes, differences, and grievances that may occur with employees. Hires, counsels, evaluates, trains, and disciplines subordinate employees.

Analyzes work requests and reassigns employees as necessary to ensure that all essential functions are staffed and that the work is processed according to departmental standards.

Makes recommendations and implements procedures for accurate and efficient record keeping for the Homeowners’ section.

Evaluates current operations to determine if information technology innovations would improve quality and efficiency.

Develop concepts designed to improve the section’s efficiency and work quality.

Proficiency with software packages currently utilized (ie. Word, Excel, PowerPoint, internal SDAT programs such as CICS, AAVS/Real Property Search, ADC, Google online services, scanning and retention systems/GlobalSearch/Square9, DoIT’s OneStop application, and/or an ability to learn how to utilize those platforms.

Ensures documents are being scanned and that imaged applications and correspondence are being reviewed and responded to.

Holds frequent meetings with all team members to discuss current progress, areas of concern, and what can be improved.

Utilizes the team lead to assist with carrying out these responsibilities when appropriate.

Trains and Refreshes Staff

Provides periodic and as-needed training to subordinates on how to process tax credit applications and how to use tools crucial to adequate job performance (ie. computer software, GlobalSearch/Square9, CICS, Google Apps).

Trains the team lead and directs the team lead to train other employees appropriately and in areas were deficient.

Processing Tax Credit Applications and Correspondences:

Plans, coordinates, supervises, and monitors the workflow of staff in order to ensure that tax credit applications are completed in a timely manner.

Reviews correspondence sent in by mail or electronically (GlobalSearch/Square9/shared email) to complete application processing or facilitate additional follow-up with the customer.

Processes tax credit applications sent in by mail or electronically (GlobalSearch/Square9) by reviewing, verifying, and interpreting documentation and information submitted with tax credit applications in order to determine applicants’ eligibility for tax credits.

Tax Credit Customer Service Interactions and Public Area

Monitors the team’s use of the NEC phone system and shared email to ensure timely and accurate responses. Audits and analyzes reports.

Investigates and resolves complaints from the public.

Monitors and assists employees in responding to the team’s shared email address. 

Assist employees during difficult interactions with the general public in the public area, by phone or email to order to facilitate issue resolutions.

Analyzes customer service procedures in the public area, by phone, or by email and recommends improvements.

Other duties as assigned including but are not limited to:

Oversee any special work projects, including those related to quality control.

Performs other special duties assigned by the Program Manager.

Supports other teams when appropriate with reasonable performance expectations.

Participate in training provided by management for any job duty deficiencies.

Regularly checks and responds to emails.

Follows SDAT Customer Service Policy.

Understands the importance of being a mission critical/essential employee.

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

Experience: Two years of experience performing administrative staff, clerical, clerical technical, or secretarial work.

Notes:

1. Candidates may substitute 30 college credit hours from an accredited college or university for each year of the required experience.

2. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer involving staff work requiring regular use of independent judgment and analysis in applying and interpreting rules and regulations in accordance with agency laws and policies on a year-for-year basis for the required experience.

Experience performing a wide range of administrative and office management duties such as preparing correspondence, managing schedules, and maintaining confidential files.
Experience using Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint) or Google Workspace for document preparation, data tracking, and communication.
Experience interpreting and applying policies, procedures, and regulations in an administrative or personnel-related environment.
Experience preparing reports.
Strong organizational and time management skills with the ability to handle multiple priorities and meet deadlines.
Excellent written and verbal communication skills.

Must be a State Department of Assessment and Taxation (SDAT) employee. 

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.

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 the information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and 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 on all experience and education that is related to this position.

As an employee of the State of Maryland, you will have access to outstanding benefits, including health insurance, dental, and vision plans offered at a low cost.

 

STATE OF MARYLAND BENEFITS

 Personal Leave - new State employees are awarded six (6) personnel days annually (prorated based on start date)

Annual Leave - ten (10) days of accumulated annual leave per year

Sick Leave - fifteen (15) days of accumulated sick leave per year.  

Parental Leave - up to sixty (60) days of paid parental leave upon the birth or adoption of a child.

Holidays - State employees also celebrate at least twelve (12) holidays per year.  

Pension - State employees earn credit for a retirement pension. 

Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to: State Department of Assessments and Taxation, Office of Human Resources, 700 E. Pratt, 2^nd Floor, Suite 2700, Baltimore, Maryland 21202. Paper application materials must be received by 5pm in our office on the closing date for the recruitment. No postmarks will be accepted. Resumes will NOT be accepted in lieu of completing the application.

For questions regarding this recruitment, please contact the State Department of Assessments and Taxation at 410-767-1137, MD TTY Relay Service 1-800-735-2258. If you are having difficulty with your user account or have general questions about the online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division, at 410-767-4850 or Application.Help@maryland.gov.

 

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.