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Member Services Administrator

2 months ago

Baltimore, Maryland, United States State of Maryland Full time
About the Role

We are seeking a highly skilled and experienced professional to serve as the Member Services Administrator for our Member Services Division. This is a management position that requires a strong customer service skill set and the ability to lead the development, implementation, and execution of divisional policies, programs, plans, budgets, and procedures.

Key Responsibilities
  • Plan, organize, and direct Member Services staff in both long and short-range planning of goals, objectives, policies, and priorities.
  • Understand, interpret, and apply provisions of federal, state, and local laws and regulations pertaining to the administration of pension and tax laws, regulations, policies, and programs.
  • Provide managerial direction of the development and facilitation of counseling, telephone, and correspondence services to members and retirees.
  • Supervise the customer service team, train employees, revise policies and procedures to be more effective and efficient, and research and utilize new technology to support the needs of our members and retirees.
Requirements
  • Bachelor's Degree from an accredited college or university.
  • Ten (10) years of experience working with call center/members services, including five years of supervisory experience.
  • Call center experience using various communication channels.
  • Experience servicing members.
What We Offer

As a member of our team, you will have the opportunity to work in a dynamic and fast-paced environment, providing excellent customer service to our members and retirees. You will also have the chance to develop and implement new policies and procedures, and to work closely with our executive team to achieve our agency's mission.