CUSTOMER CARE TEAM LEAD/ADV

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.

ASTD13

100 S. Charles Street

The Customer Care team within the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor serves as a critical connection between the program and the workers and employers it supports. As a Team Lead/Advanced Specialist, this position provides advanced program support, guidance, and leadership to help ensure the delivery of accurate, consistent, and high-quality customer service. 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. The role serves as a subject matter resource for Customer Care staff, assists with resolving complex or escalated inquiries, supports case management and quality assurance efforts, and provides guidance on program policies, procedures, and service expectations. The position also supports daily Customer Care operations by identifying trends, addressing service delivery challenges, and helping staff navigate issues that require advanced review or coordination with other FAMLI teams.

Duties of this position include but are not limited to: Advanced Specialist Responsibilities 

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.

● Experience with CRM software (Salesforce & Genesys preferred).

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.

Please make sure that you provide enough 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. Unfortunately, we won't consider 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.

Please note: A resume may be attached as supplemental information; however, only the information provided in the application will be reviewed and considered in the evaluation 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.

For positions that require Bachelor/master’s degree etc.:

Educational credentials from foreign countries must be evaluated by an approved education review service. This evaluation must be submitted prior to hire. For further information, you may call International Consultants of Delaware, Inc. (302) 737-8715 or World Education Services Inc. 1-800-932- 3897 or (202) 331-2925. 

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. The examination for this recruitment will be an evaluation and rating of the information provided on your application. Therefore, it is essential that the application is filled out completely and accurately, listing all relevant education and experience, addressing the specific qualifications shown above and submitting any required documentation (diploma, transcript, certification, license, etc.). Please include clear, detailed and specific information on your application regarding experience qualifications related to the minimum qualifications, desired, and/or selective qualifications of the position.

 

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

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 preventative health 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

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.

U.S. Military Veterans may qualify for additional bonus points towards certification. Any job offer will be contingent on the candidate providing a U.S. Military form DD 214 verifying honorable discharge from service prior to starting employment (and may be requested prior to interview). Permanent State employees do not need to submit proof of Veterans’ status. 

If you encounter difficulty attaching required or optional documentation, you may contact Erika Leonard-Anderson via email to erika.leonard-anderson1@maryland.gov. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.

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 26-001288-0001
100 S. Charles Street, 5th Floor
Baltimore, MD 21201

The MD State Application Form can be found online

Maryland Department of Labor, Licensing and Regulation is an equal opportunity employer. It is the policy of MD 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.