Retirement Benefits Specialist

Introduction

The Maryland State Retirement and Pension System (MSRPS) administers benefits for over 497,000 members, including active employees, retirees, and vested participants across 12 retirement systems—supporting the financial security of Maryland’s public servants. Located in Baltimore’s Central Business District, MSRPS offers a purpose-driven workplace with modern amenities, including panoramic city and harbor views, renovated common areas, upgraded elevators, and an on-site café.

Employees enjoy comprehensive state benefits such as medical, dental, prescription coverage, generous paid leave, participation in the state pension system, and supplemental retirement savings options (401(k), 457(b), and more). Additional perks include an on-site fitness center with showers and lockers, 24/7 building security, and easy access to restaurants, shops, public transit, and major highways. If you’re seeking a career with impact, stability, and a supportive environment, explore opportunities with MSRPS.

This position is designated as telework‑eligible under the State of Maryland’s Telework Policy, after successfully completing the defined required training period and demonstrated satisfactory job performance.

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120 East Baltimore Street
Baltimore, Maryland 21202

The Retirement Benefits Specialist (RBS) serves as the primary point of contact between the Retirement Agency and its members, retirees, beneficiaries, and participating employers. RBS employees assist participants by responding to inquiries via phone, email, secure mySRPS messages, and in-person counseling. New RBS I employees begin with an intensive 8–10-week training program, structured into modules with tests at the end of each.

Passing each test is required to advance to the next module.

Successfully completes classroom training as documented by passing grades on all knowledge modules. Actively participates in training by attentively listening, taking notes, answering and asking questions, and contributing in training exercises and role plays.

Presents a professional, knowledgeable image to callers on the telephone. Applies knowledge learned from training to appropriately and correctly resolve issues presented by callers. Demonstrates excellent customer service skills in dealing with routine and challenging customer scenarios. Identifies and elevates more complicated calls to the supervisor to ensure that correct information is provided to the caller.

Presents a professional, knowledgeable image to customers who come into the Agency to drop off information or to meet face-to-face with a Specialist. Demonstrates excellent customer service skills in dealing with routine and challenging customer scenarios. Identifies and elevates sensitive or problematic situations to the supervisor to ensure such situations are handled professionally and discretely.

Accurately and timely completes any special assignments assigned by supervisors (for example surveys, clerical functions and correspondence responses via templates such as the pension verification letters).

The Specialist will need to display a solid knowledge of basic provisions of the SRA, the ability to effectively manage calls to identify and analyze the callers’ need(s), and the ability to consistently provide accurate information/advice to the callers. These standards will need to be complemented with the ability to provide excellent customer service, to communicate clearly and appropriately with internal and external customers, and to display both a cooperative and teamwork focus necessary to ensure the smooth operations of the Member Services Unit.

Satisfactory completion of probation will require the new Specialist to demonstrate the ability to apply the knowledge and skills learned through classroom training to actual calls from the membership.

Experience:

Four years and six months of experience responding to inquiries, calculating program eligibility or counseling and advising persons concerning employee benefits in the public or private sector.

• Candidates may substitute the possession…