RETIREMENT BENEFITS SPECIALIST I

Introduction

The Maryland State Retirement Agency is the administrator of the Maryland State Retirement and Pension System.� The System is a multi-employer, public employees’ benefit retirement system composed of twelve (12) separate retirement and pension systems with additional plan components, covering approximately 193,000 active members and more than 170,000 retires and beneficiaries. The Agency is recruiting to fill Retirement Benefits Specialist I positions for its Member Services Unit. This is an� entry level position and requires someone with a passion to provide excellent customer service to the members of the Maryland State Retirement and Pension System. The Retirement Benefits Specialist must be able to learn and apply a vast knowledge of rules and regulations about the benefits provided to the members and to be able to communicate this information to a diverse group of customers. This is done via a call center environment, in person meetings and written correspondence methods. Exceptional communication skills, both verbal and written, are required to be successful in this position.

GRADE

13

LOCATION OF POSITION

Maryland State Retirement Agency Member Services Unit� 120 East Baltimore Street� Baltimore, Maryland 21202

Main Purpose of Job

The main purpose of the Retirement Benefits Specialist (RBS) is to be the human interface between the Retirement Agency and its members, retirees, beneficiaries, and participating employers. As a new hire, a RBS I employee will begin their career with intensive training that will last approximately 3 months. The training is divided into modules of information and tests are given at the end of each module. A passing grade is necessary to move to the next training module. During the training period, the RBS I will be exposed to the duties associated with staffing the Front Desk, including greeting customers, accepting and acknowledging the delivery of documents, and scheduling appointments. The RBS I will also be exposed to the duties of responding to pension verification letters. Also, during the training period, the RBS I will monitor the telephone calls of more experienced RBS employees. The RBS I will then begin taking phone calls in the presence of a trainer or a senior RBS. At the conclusion of the side-by-side phone training, the Counseling Manager and supervisor of the Contact Center must approve the advancement of the RBS I to taking calls independently. Upon completion of the training period, the RBS I will be assigned to the Contact Center for a minimum of 12 months and begin handling customer calls independently.

POSITION DUTIES

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). 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.� 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.� Only by showing a basic competency in all of these performance and behavioral standards will a new Specialist be released from training and recommended for satisfactory completion of their probationary period.

MINIMUM QUALIFICATIONS

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.

DESIRED OR PREFERRED QUALIFICATIONS

Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications: Bachelor’s degree in Business Management, Business Administration, Public Administration, English, Journalism, Communications, Public Relations, Math, Accounting or related field.� One year or more experience in customer service or insurance products, validating program eligibility, in the public or private sector.� One year or more experience in counseling employees relative to benefits and options available under State, federal and local retirement systems.� One year or more experience working in a call center.

LICENSES, REGISTRATIONS AND CERTIFICATIONS

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.

SELECTION PROCESS

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 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.

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.�Please report all experience and education that is related to this position.

BENEFITS

STATE OF MARYLAND BENEFITS �

FURTHER INSTRUCTIONS

Online applications are highly recommended. However, if you are unable to apply online,�the paper application and supplemental questionnaire may be submitted to:�Department of Budget and Management, Recruitment and�Examination Division, 301 W. Preston St., Baltimore, MD 21201.�Paper application materials must be received in our office�by the�closing date for the recruitment. No postmarks will be accepted. For questions regarding this recruitment, please contact the�DBM Recruitment and�Examination Division at Application.Help@maryland.gov�or 410-767-4850,�MD TTY Relay Service 1-800-735-2258. We thank our Veterans for their service to our country. People with disabilities and bilingual candidates are encouraged to apply. As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.

Salary : $50,565 - $80,884