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RETIREMENT BENEFITS SPECIALIST I

Baltimore, United States

Introduction

The Maryland State Retirement and Pension System (MSRPS) administers benefits for over 497,000 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.

As part of our continuous efforts to optimize performance and drive success the Retirement Benefit Specialist I, is eligible for an annual promotion. The incumbent may advance to a higher grade within the classification series, based on satisfactory work performance.

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)

GRADE

LOCATION OF POSITION

120 East Baltimore Street

Baltimore, Maryland 21202

Main Purpose of Job

The Retirement Benefits Specialist (RBS) serves as the primary point of contact between the Retirement Agency and its members, retirees, beneficiaries, and participating employers. RBS employees assist participants by responding to inquiries via phone, email, secure mySRPS messages, and in-person counseling. New RBS I employees begin with an intensive 8–10-week training program, structured into modules with tests at the end of each. Passing each test is required to advance to the next module.

After successfully completing a six-month probationary period, new hires become eligible for telework.

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).

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.

MINIMUM QUALIFICATIONS

Applicants must satisfy the minimum qualifications to be considered for this position and move forward in the hiring process. Please read all requirements before applying.

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

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.

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

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

For questions regarding this recruitment, please contact the Maryland State Retirement and Pension Systems Human Resources Section: Shanera Johnson-Randolph, smjohnson@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.

TTY Users: call via Maryland Relay

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.

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.

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