RETIREMENT BENEFITS SPECIALIST I

• Retirement Benefits Specialist II – Grade 14 ($58,428- $74,528 with potential growth to $90,709/year)
• Retirement Benefits Specialist III – Grade 16 ($66,314-$84,876 with potential growth to $103,309/year)

120 East Baltimore Street

Baltimore, Maryland 21202

Successfully completes classroom training as documented by passing grades on all knowledge modules. Actively participates in training by attentively listening, taking notes, answering and asking questions, and contributing in training exercises and role plays.

Presents a professional, knowledgeable image to callers on the telephone. Applies knowledge learned from training to appropriately and correctly resolve issues presented by callers. Demonstrates excellent customer service skills in dealing with routine and challenging customer scenarios. Identifies and elevates more complicated calls to the supervisor to ensure that correct information is provided to the caller.

Presents a professional, knowledgeable image to customers who come into the Agency to drop off information or to meet face-to-face with a Specialist. Demonstrates excellent customer service skills in dealing with routine and challenging customer scenarios. Identifies and elevates sensitive or problematic situations to the supervisor to ensure that such situations are handled professionally and discretely.

Accurately and timely completes any special assignments assigned by supervisors (for example surveys, clerical functions and correspondence responses via templates such as the pension verification letters).

The Specialist will need to display a solid knowledge of basic provisions of the SRA, the ability to effectively manage calls to identify and analyze the callers’ need(s), and the ability to consistently provide accurate information/advice to the callers.   These standards will need to be complemented with the ability to provide excellent customer service, to communicate clearly and appropriately with internal and external customers, and to display both a cooperative and teamwork focus necessary to ensure the smooth operations of the Member Services Unit.  

Satisfactory completion of probation will require the new Specialist to demonstrate the ability to apply the knowledge and skills learned through classroom training to actual calls from the membership. 

Experience: Four years and six months of experience responding to inquiries, calculating program eligibility or counseling and advising persons concerning employee benefits in the public or private sector.

Notes:

1. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and six months of experience responding to inquiries, calculating program eligibility or counseling and advising persons concerning employee benefits in the public or private sector for the required experience.

2. Candidates may substitute the possession of a Maryland Retirement Coordinator certification issued by the Maryland State Retirement Agency, 120 E. Baltimore Street, Baltimore, MD 21202, for one year of the required experience.

3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in Financial Management classifications or Financial Management specialty codes in the Accounting and Budget field of work on a year-for-year basis for the required experience.

Please note that your answers to the supplemental questionnaire must correspond to the information provided on your application to receive credit.

Preferred candidates will possess the following qualifications:

· Experience working in a call center environment, providing customer service both verbally and written.

· Experience and/or knowledge of counseling employees relative to benefits and options available under State, federal and local retirement systems.

· Experience using Outlook and Office Dynamics 365.

· Bachelor’s degree in Business Management, Business Administration, Public Administration, English, Journalism, Communications, Public Relations, Math, Accounting or related field. 

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

2. Employees in this classification must possess and maintain a Notary Public commission valid in the State of Maryland.

STATE OF MARYLAND BENEFITS

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. 

• 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 thirteen (13) holidays per year.  
• Pension - State employees earn credit towards a retirement pension.
• Positions may be eligible for telework.