CUSTOMER CARE TEAM LEAD/ ADV (CUSTOMER CARE AGENT LEAD/ ADV)

Introduction

Maryland’s Family and Medical Leave Insurance (FAMLI) program makes sure all workers in\r\nMaryland have paid time off for medical and family reasons. FAMLI is a social insurance\r\nsystem covering 2.6 million workers and 180,000 employers, delivered as a digitally native,\r\npublic-facing service. We’re in the early stages of building something as big and as\r\nfar-reaching as unemployment insurance or a new health department. We know that delivering\r\nservices primarily through a website, over the Internet, is a new way of doing business in\r\ngovernment.\r\nThe Customer Care team is the first point of contact for the FAMLI program, providing\r\nessential support to employers and workers. The Customer Care team strives to meet people\r\nwhere they are and create pathways for people of different needs and abilities to get the\r\nservices they need. The Customer Care team’s clear, empathetic, and effective assistance is at\r\nthe heart of our mission to ensure Maryland workers get paid when they need time to care for\r\nthemselves and their families.\r\n***This is a Remote position.\r\n\r\n

GRADE

ASTD13\r\n

LOCATION OF POSITION

100 S. Charles Street\r\nBaltimore, Maryland 21201\r\n

Main Purpose of Job

The Customer Care team within the Division of Family and Medical Leave Insurance\r\n(FAMLI) at the Maryland Department of Labor serves as a critical connection between the\r\nprogram and the workers and employers it supports. As a Team Lead/Advanced Specialist, this\r\nposition provides advanced program support, guidance, and leadership to help ensure the\r\ndelivery of accurate, consistent, and high-quality customer service.\r\nA Customer Care Agent Lead/Advanced is the lead or advanced level of work providing\r\ncustomer support on the customer care team in the Division of Family and Medical Leave\r\nInsurance (FAMLI) at the Maryland Department of Labor. Employees in this classification\r\nrespond to inquiries from claimants and employers, provide assistance with account creation,\r\nand provide support to claimants that seek to file for FAMLI benefits. Employees in this\r\nclassification with lead level responsibilities assign, review, and approve the work of and train\r\nlower-level Customer Care Agents. Employees in this classification with advanced level\r\nresponsibilities function as a customer care specialist and work to respond to and resolve\r\ncomplex inquiries and manage customer claim escalations.\r\nThe role serves as a subject matter resource for Customer Care staff, assists with resolving\r\ncomplex or escalated inquiries, supports case management and quality assurance efforts, and\r\nprovides guidance on program policies, procedures, and service expectations. The position also\r\nsupports daily Customer Care operations by identifying trends, addressing service delivery\r\nchallenges, and helping staff navigate issues that require advanced review or coordination with\r\nother FAMLI teams.\r\n

POSITION DUTIES

Duties of this position include but are not limited to:\r\n\r\nTeam Lead Responsibilities�\r\n● Handles incoming calls from employers, workers, and other stakeholders regarding\r\nFAMLI program eligibility, account creation, claim status, and documentation\r\nrequirements.�\r\n● Respond to inquiries using multiple communication channels, including phones, email,\r\nwebmail, and live chat.�\r\n● Provides day-to-day support and operational direction to Customer Care staff while\r\nmaintaining an active individual workload.�\r\n● Directs daily workload distribution, staffing coverage, case assignments, and\r\noperational priorities based on business needs and service volume.�\r\n● Supports onboarding, training, quality reviews, performance monitoring, and employee\r\ndevelopment.\r\n�● Monitors team performance, case queues, workload, and service levels and identifies\r\nareas requiring additional support or intervention.�\r\n● Provides leadership during high-volume periods, complex customer situations, critical\r\nincidents, and operational challenges.\r\n�● Communicates program updates, process changes, and operational expectations and\r\nensures staff understand and apply established procedures.�\r\n● Works with the Supervisor to identify performance, staffing, training, and operational\r\nneeds and recommends appropriate solutions.�\r\n\r\n\r\n\r\n\r\nAdvanced Specialist Responsibilities�\r\n● Serves as a senior-level resource on FAMLI policies, regulations, procedures, systems,\r\nand program processes.\r\n● Handles incoming calls from employers, workers, and other stakeholders regarding\r\nFAMLI program eligibility, account creation, claim status, and documentation\r\nrequirements.�\r\n● Respond to inquiries using multiple communication channels, including phones, email,\r\nwebmail, and live chat.��\r\n● Conducts in-depth research and analysis to resolve complex, unusual, or highly technical\r\ncustomer inquiries and cases.���\r\n● Applies advanced knowledge of FAMLI requirements to evaluate issues, identify\r\nappropriate resolutions, and determine when formal escalation or program-area review is\r\nnecessary.��\r\n● Maintains current knowledge of program changes and researches new requirements to\r\nsupport accurate implementation across Customer Care.��\r\n● Reviews and supports the resolution of Tier 3/4 inquiries and escalated cases requiring\r\nadvanced program knowledge.\r\n\r\n\r\n\r\n● Researches recurring issues, process gaps, and policy questions and develops\r\nrecommendations to improve consistency and customer service.�\r\n● Collaborates with Policy, Employer Services, Insurance Plan Compliance, Claims\r\nManagement, Benefits Payment Management, and other FAMLI teams on complex\r\nissues.\r\n● Provides knowledge-sharing and advanced training to Customer Care staff on\r\ncomplex processes, procedures, and program updates.\r\n\r\n\r\n\r\n

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate. \r\nExperience: Three years of customer service experience, including handling inquiries, resolving issues, and providing information in a call center environment, and one year of experience working in a customer service environment. \r\nNotes: \r\n1. Candidates may substitute 30 college credit hours from an accredited college or university on a year-for-year basis for the required experience. \r\n2. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer on a year-for-year basis for the required experience. \r\n

DESIRED OR PREFERRED QUALIFICATIONS

● Experience with CRM software (Salesforce & Genesys preferred).\r\n● Bi-lingual communication skills to effectively interact with customers and provide\r\nclear, professional service in both languages.�\r\n● Experience handling a high volume of inbound customer calls.�\r\n● A Bachelor’s degree in a related field (e.g., Public Administration, Business\r\nAdministration, Social Work, Customer Service).\r\n

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.\r\n

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.\r\nPlease note: A resume may be attached as supplemental information; however, only the information provided in the application will be reviewed and considered in the evaluation process.\r\nAll information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.), must be submitted and received by the closing date. Information submitted after this date will not be considered.\r\nFor positions that require Bachelor/master’s degree etc.:\r\nEducational credentials from foreign countries must be evaluated by an approved education review service. This evaluation must be submitted prior to hire. For further information, you may call International Consultants of Delaware, Inc. (302) 737-8715 or World Education Services Inc. 1-800-932- 3897 or (202) 331-2925.�\r\n

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. The examination for this recruitment will be an evaluation and rating of the information provided on your application. Therefore, it is essential that the application is filled out completely and accurately, listing all relevant education and experience, addressing the specific qualifications shown above and submitting any required documentation (diploma, transcript, certification, license, etc.). Please include clear, detailed and specific information on your application regarding experience qualifications related to the minimum qualifications, desired, and/or selective qualifications of the position.\r\n�\r\n***Please note that your answers on the supplemental questionnaire must correspond to the information provided on your application to receive credit.\r\n

BENEFITS

This is a full-time, permanent position and eligible for full State benefits, which include:\r\n● Flexible hours and hybrid teleworking�\r\n● Paid holidays 12-13 per year�\r\n● Generous paid leave package (annual, sick, personal and compensatory leave)�\r\n● State Pension ('defined benefit' plan)\r\n● Tax-deferred supplemental retirement savings plans (401(k) and 457)�\r\n● Comprehensive, subsidized health, dental and prescription plans with little to no deductibles, free generic prescriptions, and free preventative health services�\r\n● Flexible Spending Account plans for Health Care and Daycare�\r\n● State Employees Credit Union\r\n�\r\nTo learn more, please click this link STATE OF MARYLAND BENEFITS\r\n

FURTHER INSTRUCTIONS

The online application is STRONGLY preferred. However, if you are unable to apply online, or having difficulty with your login or password, please contact DBM's Helpdesk directly at (410) 767- 4850 (8:00 AM to 5:00 PM daily, except for holidays and weekends). After business hours, please submit an email request to Application.Help@maryland.gov.\r\nU.S. Military Veterans may qualify for additional bonus points towards certification. Any job offer will be contingent on the candidate providing a U.S. Military form DD 214 verifying honorable discharge from service prior to starting employment (and may be requested prior to interview). Permanent State employees do not need to submit proof of Veterans’ status.�\r\nIf you encounter difficulty attaching required or optional documentation, you may contact Erika Leonard-Anderson via email to erika.leonard-anderson1@maryland.gov. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.\r\nPLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION\r\nCompleted applications, required documentation, and any required addendums may be mailed to:\r\nMaryland Department of Labor / Office of Administration\r\nAttn: Erika Leonard-Anderson 26-001288-0001\r\n100 S. Charles Street, 5th Floor\r\nBaltimore, MD 21201\r\nThe MD State Application Form can be found online\r\nMaryland Department of Labor, Licensing and Regulation is an equal opportunity employer. It is the policy of MD Labor that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status.\r\n\r\n\r\n