Administrative Specialist III

State of Maryland • Baltimore City, MD

1d • Hybrid

About The Position

Maryland’s Family and Medical Leave Insurance (FAMLI) program ensures all workers in Maryland have paid time off for medical and family reasons. FAMLI is a social insurance system covering 2.6 million workers and 180,000 employers, delivered as a digitally native, public-facing service. The Appeals Unit is responsible for providing a fair and impartial process for reviewing determinations made by the FAMLI Division. Hearing Officers conduct hearings, review evidence, and issue legally sound decisions while safeguarding due process. The Appeals Unit is committed to delivering timely, accessible, and high-quality service to workers, employers, and the public while upholding the integrity of the FAMLI program. An Appeals Specialist II is a full-performance, advanced-level administrative role within the FAMLI Appeals Unit. Appeals Specialists maintain organization within the Appeals Unit and support the Unit’s commitment to integrity, efficiency, and fairness. This 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.

Requirements

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• Two years of experience performing administrative staff, clerical, clerical technical, or secretarial work.
• Candidates may substitute 30 college credit hours from an accredited college or university for each year of the required experience.
• 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.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.
• 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.
• Compiles data and produces reports as directed.
• Performs other duties as required.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED