ADMINISTRATIVE SPECIALIST III

LOCATION OF POSITION
100 S. Charles St
Baltimore, MD 21201
Main Purpose of Job
An Appeals Specialist II is a full-performance, advanced-level administrative position of the Appeals Unit within the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor. The Appeals Specialist II ensures accurate and timely processing of appeals by serving as an initial point of contact for appeals cases, assisting with the appeals intake process, and providing key administrative support throughout the full appeals process. The Appeals Specialist II also responds to inquiries from appellants, employers, representatives and internal stakeholders regarding the administrative requirements of the appeals process, among other duties. These duties must all be accomplished while maintaining high-quality, customer-focused services that support the FAMLI appeals process.
POSITION DUTIES
Duties of this position include but are not limited to:

40% - Customer Service
Maintains high-level customer service standards by supporting employers and workers with the FAMLI appeals process.
Meets customer service needs within all required or recommended timeframes.
Serves as the first point of contact in the Appeals Unit for employers, workers and other stakeholders.
Assists with the appeals intakes, and provides administrative support throughout the appeals process.
Responds to inquiries from appellants, employers, representatives and internal stakeholders regarding the administrative requirements of the appeals process.
Addresses customer inquiries related to appeals through multiple channels (e.g. phone and email), ensuring professionalism and empathy.
Provides clear and accurate information regarding the appeals process.
Determines the most effective way to respond to inquiries following established protocols.
Educates customers on self-service resources and programs tools, empowering them to navigate FAMLI appeals processes effectively.
Defuses irate customers calmly, professionally and with empathy.
Clarifies what documentation is needed for appeals.
Escalates complex issues to the team lead when necessary.

40% - Case Management
Maintains and updates claimant and employer information in the CRM System.
Collaborates effectively with Appeals Clerks, Hearing Officers, and other team members in the Appeals Unit.
Collaborates effectively with other Directorates, especially Customer Care, in supporting the appeals process.
Maintains confidentiality and ensures proper handling of sensitive information and records.
Remains adaptable to new technologies and new processes as they are introduced.
Assists in identifying opportunities to improve operational efficiency, workflow management, and customer service within the Appeals Unit.

15% - Knowledge of Policies, Procedures & Program Requirements
Stays up-to-date on FAMLI policies, procedures and regulations.
Participates in training related to administrative processes, customer service, records management, appeals operations, and other relevant topics.

5% - Other
Compiles data and produces reports as directed.
Performs other duties as required.
MINIMUM QUALIFICATIONS
Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: Two years of experience performing administrative staff, clerical, clerical technical, or secretarial work.

Notes:

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

2. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer involving staff work requiring regular use of independent judgment and analysis in applying and interpreting rules and regulations in accordance with agency laws and policies on a year-for-year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS
Experience in paid leave, unemployment insurance, workers compensation, or any other benefits administration program is preferred.

Experience maintaining case management systems and official records is preferred.

Experience providing administrative support for legal processes is preferred.

Experience supporting a new government program is preferred.

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.

SPECIAL REQUIREMENTS
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. Personnel employed in this classification may have access to federal tax information and may be subject to a state and FBI criminal background check as a condition of employment.

SELECTION PROCESS
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.

A resume and cover letter are strongly encouraged for this position. Please upload one Word or PDF file that includes your combined cover letter and resume using the “Transcript” upload function, or via the JobAps “Other” tab. Note that initial screening is based only on the information provided within the online application.

EXAMINATION PROCESS
The examination for this recruitment will be an evaluation and rating of the information provided on your application. Your education, training, and experience will be assessed against the requirements of the position. It is essential that the application is filled out completely and accurately, including any required documentation (diploma, transcript, certification, license, etc.). Detail all relevant education and experience specifically addressing the minimum, desired, and/or selective qualifications.

BENEFITS
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