What are the responsibilities and job description for the DEPUTY DIRECTOR OF MEMBER SERVICES PROGRAM MANAGER III position at State of Maryland?
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 the position of Deputy Director for its Member Services Unit.
GRADE
21
LOCATION OF POSITION
120 E. Baltimore Street
Baltimore, MD 21202
Main Purpose of Job
The Deputy Director of Member Services position is a highly skilled managerial position responsible for assisting the Director of Member Services in the development, implementation and execution of Unit policies, programs, plans, budgets and procedures. Working with the Director of Member Services, the Deputy Director assigns priorities and allocates resources, personnel, funds and equipment to manage the needs of the entire Unit. Additionally, the Deputy Director provides administrative oversight to ensure adequate internal controls and exercising direct supervision over the Counseling Manager indirect supervision over all other unit staff.
The Unit provides a multi-pronged communication program to inform plan participants of their retirement benefits and provides for the evaluation and processing of all disability applications. Within the Unit there are two Sections: The Counseling & Correspondence unit and the Phone Counseling Unit.
This is a Management Service position, and serves at the pleasure of the Appointing Authority.
POSITION DUTIES
Responsibilities
The Deputy Director of Member Services is responsible for providing effective leadership and management to the Counseling & Correspondence Unit and the Phone Counseling Unit in accordance with federal and state laws, regulations and administrative policies and procedures. Individual Section responsibilities are summarized as follows:
The Correspondence Unit responds to written inquiries received through email, secure message and letters (over 30,000 annually), from members, former members, beneficiaries, retirees, employers and others. Topics include, but are not limited to, benefit questions, complex pension issues and resolution of members’ problems.
The Counseling Unit meets one-on-one with members and retirees and conducts sessions at the Agency and various other on-site locations throughout the State. Counselors participate in both Agency initiated group webinars, seminars as well as participating in employer and employee organization sponsored webinars, seminars and programs (serving over 7,000 annually).
The Telephone Counseling Unit provides telephone counseling and problem solving to participants and pension annuitants through telephone calls (130,000 calls responded to annually) with additional calls (63,000 annually) handled through the interactive voice response system (menu option system). The unit serves as the initial point of caller contact for clarification on retirement matters, response to questions, account problems, or non-receipt of pension checks.
Minimum Qualifications
Education : Possession of a Bachelor's Degree from an accredited college or university.
Experience : Ten years of customer service experience.
And
Five years of call enter experience including handling incoming and/or outgoing calls
And
Five years of supervisory/management experience.
And
Five years of experience in an administrative or professional work environment.
Desired Or Preferred Qualifications
Ten years of management experience.
Five years of experience responding to inquiries, calculating program eligibility, or counseling and advising persons concerning employee benefits in the public or private sectors.
Experience working with Microsoft Dynamics.
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 placed on the eligible (employment) list for at least one year.
EXAMINATION PROCESS
The evaluation 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.
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 the position of Deputy Director for its Member Services Unit.
GRADE
21
LOCATION OF POSITION
120 E. Baltimore Street
Baltimore, MD 21202
Main Purpose of Job
The Deputy Director of Member Services position is a highly skilled managerial position responsible for assisting the Director of Member Services in the development, implementation and execution of Unit policies, programs, plans, budgets and procedures. Working with the Director of Member Services, the Deputy Director assigns priorities and allocates resources, personnel, funds and equipment to manage the needs of the entire Unit. Additionally, the Deputy Director provides administrative oversight to ensure adequate internal controls and exercising direct supervision over the Counseling Manager indirect supervision over all other unit staff.
The Unit provides a multi-pronged communication program to inform plan participants of their retirement benefits and provides for the evaluation and processing of all disability applications. Within the Unit there are two Sections: The Counseling & Correspondence unit and the Phone Counseling Unit.
This is a Management Service position, and serves at the pleasure of the Appointing Authority.
POSITION DUTIES
Responsibilities
The Deputy Director of Member Services is responsible for providing effective leadership and management to the Counseling & Correspondence Unit and the Phone Counseling Unit in accordance with federal and state laws, regulations and administrative policies and procedures. Individual Section responsibilities are summarized as follows:
The Correspondence Unit responds to written inquiries received through email, secure message and letters (over 30,000 annually), from members, former members, beneficiaries, retirees, employers and others. Topics include, but are not limited to, benefit questions, complex pension issues and resolution of members’ problems.
The Counseling Unit meets one-on-one with members and retirees and conducts sessions at the Agency and various other on-site locations throughout the State. Counselors participate in both Agency initiated group webinars, seminars as well as participating in employer and employee organization sponsored webinars, seminars and programs (serving over 7,000 annually).
The Telephone Counseling Unit provides telephone counseling and problem solving to participants and pension annuitants through telephone calls (130,000 calls responded to annually) with additional calls (63,000 annually) handled through the interactive voice response system (menu option system). The unit serves as the initial point of caller contact for clarification on retirement matters, response to questions, account problems, or non-receipt of pension checks.
Minimum Qualifications
Education : Possession of a Bachelor's Degree from an accredited college or university.
Experience : Ten years of customer service experience.
And
Five years of call enter experience including handling incoming and/or outgoing calls
And
Five years of supervisory/management experience.
And
Five years of experience in an administrative or professional work environment.
Desired Or Preferred Qualifications
Ten years of management experience.
Five years of experience responding to inquiries, calculating program eligibility, or counseling and advising persons concerning employee benefits in the public or private sectors.
Experience working with Microsoft Dynamics.
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 placed on the eligible (employment) list for at least one year.
EXAMINATION PROCESS
The evaluation 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 : $30,000 - $63,000
