Customer Care Team Lead/Adv

State of Maryland • Baltimore City, MD

11d • Remote

About The Position

The Customer Care Team Lead/Advanced Specialist works in the Customer Care team within the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor. The team is a primary point of contact for Maryland workers, employers, and other stakeholders seeking assistance with the FAMLI program. This role provides advanced program support, guidance, and leadership to help deliver accurate, consistent, high-quality customer service.

The position responds to questions about program eligibility, account creation, claim status, and documentation requirements through phone, email, webmail, and live chat. Depending on assigned lead or advanced-level responsibilities, the employee may direct daily operations and support staff, or serve as a specialist resolving complex inquiries and escalations. The role also supports case management, quality assurance, training, policy and procedure guidance, and coordination with other FAMLI teams. This is a remote position. The posting also lists flexible hours and hybrid teleworking among State benefits.

Requirements

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• Three years of customer service experience, including handling inquiries, resolving issues, and providing information in a call center environment.
• One year of experience working in a customer service environment.
• Candidates may substitute 30 college credit hours from an accredited college or university on a year-for-year basis for the required experience.
• 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.
• Candidates are subject to a background check against Division of Unemployment Insurance files to determine whether they owe money due to unemployment insurance overpayment or fraud; unpaid debt may affect whether an employment offer is made.

Nice To Haves

• Experience with CRM software; Salesforce and Genesys are preferred.
• Bilingual communication skills to interact effectively with customers and provide clear, professional service in both languages.
• Experience handling a high volume of inbound customer calls.
• A bachelor's degree in a related field, such as Public Administration, Business Administration, Social Work, or Customer Service.

Responsibilities

• Handle incoming inquiries from employers, workers, and other stakeholders about FAMLI eligibility, account creation, claim status, and documentation requirements.
• Respond to inquiries through phones, email, webmail, and live chat.
• Provide day-to-day operational direction and support to Customer Care staff while maintaining an individual workload.
• Direct daily workload distribution, staffing coverage, case assignments, and operational priorities based on business needs and service volume.
• Support onboarding, training, quality reviews, performance monitoring, and employee development.
• Monitor team performance, case queues, workload, and service levels, and identify areas requiring further support or intervention.
• Provide leadership during high-volume periods, complex customer situations, critical incidents, and operational challenges.
• Communicate program updates, process changes, and operational expectations and ensure staff understand and follow established procedures.
• Work with the Supervisor to identify performance, staffing, training, and operational needs and recommend solutions.
• Serve as a senior-level resource on FAMLI policies, regulations, procedures, systems, and program processes.
• Conduct in-depth research and analysis to resolve complex, unusual, or highly technical customer inquiries and cases.
• Apply advanced knowledge of FAMLI requirements to evaluate issues, determine resolutions, and identify when formal escalation or program-area review is necessary.
• Maintain knowledge of program changes and research new requirements to support accurate implementation across Customer Care.
• Review and support resolution of Tier 3/4 inquiries and escalated cases requiring advanced program knowledge.
• Research recurring issues, process gaps, and policy questions and develop recommendations to improve consistency and customer service.
• Collaborate with Policy, Employer Services, Insurance Plan Compliance, Claims Management, Benefits Payment Management, and other FAMLI teams on complex issues.
• Provide knowledge-sharing and advanced training to Customer Care staff on complex processes, procedures, and program updates.

Benefits

• Flexible hours and hybrid teleworking.
• 12–13 paid holidays per year.
• Generous paid leave package, including annual, sick, personal, and compensatory leave.
• State Pension defined-benefit plan.
• Tax-deferred supplemental retirement savings plans, including 401(k) and 457 plans.
• 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