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ADMINISTRATOR III SUPERVISOR-Refund Processing Team

ADMINISTRATOR III SUPERVISOR

Recruitment #26-002576-0011

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Introduction

The Maryland State Retirement and Pension System (MSRPS) administer benefits for over 397,000 members, including active employees, retirees, and vested participants across 12 retirement systems—supporting the financial security of Maryland’s public servants. 

Located in Baltimore’s Central Business District, MSRPS offers a purpose-driven workplace with modern amenities, including panoramic city and harbor views, renovated common areas, upgraded elevators, and an on-site café. 

Employees enjoy comprehensive state benefits including medical, dental, prescription coverage, generous paid leave, participation in the state pension system, and supplemental retirement savings options (401(k), 457(b), and more). Additional perks include an on-site fitness center with showers and lockers, 24/7 building security, and easy access to restaurants, shops, public transit, and major highways. 

If you're seeking a career with impact, stability, and a supportive environment, explore opportunities with MSRPS. 

This position is designated as telework‑eligible under the State of Maryland’s Telework Policy, after successfully completing the defined required training period.

GRADE

18

LOCATION OF POSITION

120 East Baltimore Street  

Baltimore, Maryland 21202  

Main Purpose of Job

This position serves as a supervisor of the Refund Processing Team of the Death Benefits and Refund Processing Section within the Benefits Processing Unit. In this role, the incumbent provides direct supervisory oversight and collaborates closely with the Supervisor of the Death Benefit and Refund Processing Section, Unit Director and Deputy Director. 
 The incumbent is responsible for planning, organizing, assigning, reviewing, and approving the work of staff, while offering guidance on resolving administrative issues related to the maintenance of participant data. These duties are carried out in accordance with plan rules and regulations, federal and state pension and tax laws, Board of Trustee policies, and other authoritative guidelines. Additionally, the incumbent establishes goals and deadlines, monitors workflow, and ensures operational efficiency. 
The incumbent is responsible for hiring, training, counseling, and disciplining staff, as well as ensuring timely and effective implementation of the Performance Evaluation Process. They also coordinate leave and ensure adequate staff coverage within the Team. Additionally, the incumbent collaborates with the Section Supervisor to develop short- and long-term operational and resource plans for the Team. 
The incumbent exercises sound judgment and discretion in interpreting and applying new and existing laws and regulations to develop and implement effective solutions, ensuring compliance with pension law, as well as federal and state tax laws. This includes contributing to procedural development and documenting deficiencies in automated legacy systems. The Supervisor also evaluates operational efficiency and is responsible for planning, organizing, implementing, administering, and supervising the interpretation and application of agency policies, directives, and procedures related to the Agency’s mission. The Refund Processing Team Supervisor is responsible for overseeing incoming withdrawal applications from former members and reviewing pre-retirement deceased accounts to determine what, if any, benefits may be payable. For refunds, this includes overseeing the review of incoming withdrawal applications and, if deficient, sending notification to the payee, overseeing the tracking database, reviewing individual account information to determine if adjustments are necessary to process the refund, processing refund transactions, and reviewing test files to resolve any errors prior to payment. For pre-retirement death benefits, this includes reviewing individual accounts to determine what, if any, death benefits are payable, overseeing the tracking database, determining the correct beneficiary(ies) eligible for payment, mailing of appropriate claim packets, assisting beneficiaries with properly filing claim forms, and processing payment. 
The Refund Processing Team Supervisor is responsible for overseeing the team to ensure that all requests are processed accurately and in a timely manner, in compliance with applicable federal and state tax and pension laws, internal policies and procedures, and other authoritative guidelines.

POSITION DUTIES

This position will be responsible for:

  • Determine priorities, assign work, allocate resources within the assigned team to ensure timely and accurate processing.
    • Maintaining Access databases to track pre-retirement death benefits/refunds to ensure timely processing and to know the status of death benefits/refunds prior to completion.
    • Ensure timely processing of pre-retirement death benefits and refunds as follows:
      • Initial claim forms for beneficiaries are mailed within five (5)business days of the notification of the death of a member.
      • One-time beneficiary payments are processed for check issuance within thirty (30) calendar days of receipt of the completed claim forms.
      • Automated Death Benefits (active and final month payments) received by the 10TH of the month are processed for payment issuance by the end of the same month.
      • All deficient, incomplete and/or incorrect claim or refund forms are returned to the claimant within three (3) business days of receipt of forms.
      • Refund applications received by the 10TH of the month are processed for payment issuance by the end of the same month and refund applications received after the 10TH of the month are processed for payment by the end of the following month.
  • Specific duties that will need to be accomplished include, but are not limited to:
    • Review and approve the manual and automated calculations of payments to beneficiaries and estates of active members, including adjustments for any monies owed/due on the account. (Benefit recoveries, offsets, liens, levies, and garnishments.)
    • Authorize non-monetary or monetary adjustment transactions to the enrollment master file. Ensure that each transaction is processed in accordance with the Death Benefits/Refunds Team's procedures developed in compliance with the law and prescribed regulations.
    • Manage and review the tracking database to ensure employees mail timely notices.
    • Approve refund transactions to ensure that members withdrawing from the system are processed in accordance with approved procedures.
    • Approve vouchers to ensure that withdrawn accounts (WW) on the Miscellaneous Transaction Journal (900) report are researched and additional funds are paid in accordance with approved procedures.
    • Communicate with payees regarding their refund payments via the deceased telephone line and handle escalations from staff.
  • Supervise assigned staff. Supervision involves being knowledgeable about the activities and behaviors of staff, establishing regular processes to measure performance, being available to staff, and consistently guiding, encouraging and coaching staff as appropriate. Supervision also involves exercising control over staff performance evaluations, staff’s use of leave and attendance, and staff’s behavior within established policies and guidelines.
    • Specific duties that will be accomplished include, but are not limited to:
    • Participate in the recruitment, interviewing and hiring of new staff
    • Train and develop staff
    • Approve/decline leave requests
    • Monitor staff’s activities and performance
    • Prepare and complete all aspects of the Performance Evaluation Process.
  • Develop and maintain standard operating procedures (“SOP”). The development and maintenance of SOPs involves constant review of existing procedures to ensure they are in compliance with all applicable federal and state laws, Agency policies, and other authoritative sources, development of new procedures as required, and communication of procedures to staff.
  • Develop and maintain an expert knowledge of Pension Law, federal and state tax law relating to governmental pensions (including 415 limitations, proper tax allocation of member money for Domestic Relations Orders (DROs), and proper federal and state tax withholdings for non-foreign and foreign payees), regulations, Board policies, and Agency policies relating to the duties of the Death Benefit and Refund Processing Team.
  • Special projects and other duties as assigned. 

MINIMUM QUALIFICATIONS

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

Experience: Six years of administrative staff or professional work.

Notes:

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

2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and two years of experience in administrative staff or professional work for the required experience.

3. Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience.

4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for-year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS

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:
  • Two years of supervisory experience
  • Strong verbal and written communication skills
  • Excellent customer service skills as it relates to sensitive and complex situations
  • Experience working independently, managing multiple priorities, and meeting deadlines in a fast-paced environment

LICENSES, REGISTRATIONS AND CERTIFICATIONS

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.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the minimum for this recruitment.  All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. 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.  
Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the employment (eligible) list for at least one year. This list will be used by the hiring agency to select employees. 
Due to the confidential nature of the work, selected candidates must undergo and pass a background check. 

EXAMINATION PROCESS

The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. You may be asked to complete a supplemental questionnaire. The supplemental questionnaire may be used as part of the rating process. Therefore, it is important that you provide complete and accurate information on your application.  

BENEFITS

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.  
  • 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.

FURTHER INSTRUCTIONS

The online application process is STRONGLY preferred. If you are unable to apply online, you may mail a paper application and supplemental questionnaire to: 
Maryland State Retirement and Pension Systems
Human Resources Section
120 E. Baltimore Street
Baltimore, MD 21202
Email: Demesha Lampkins at DLampkins@sra.state.md.us
PLEASE DO NOT SUBMIT UNSOLICITED DOCUMENTATION  
The resulting certified eligible list for this recruitment may be used for similar positions in this or other State agencies.  
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.  
TTY Users: call via Maryland Relay 


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet. Apply Online
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.
Apply via Paper Application. You may also download and complete the Paper Application here.

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