ADMINISTRATIVE OFFICER I

GRADE 13
Location: State Department of Assessments and Taxation Ombudsman Office, 700 E. Pratt Street, 2nd Floor, Baltimore, Maryland 21202

About the role

Delivers outstanding customer service to both internal and external stakeholders through various channels, including phone, voicemail, email, and in-person interactions. Operates independently and collaboratively with the team to address, troubleshoot, and resolve a wide range of issues. Produces and updates written content for mailings, the program website, social media platforms, and other media. Collects, organizes, analyzes, and reports detailed data related to homeowner assistance and tax sale information from each local jurisdiction.

Responsibilities

• Supports homeowners with tax sale-related inquiries by providing information, resources, and excellent customer service through phone, email, and voicemail within the Customer Relations Management (CRM) system.
• Collects, documents, and analyzes data on homeowners assisted and county tax sale information using Excel, Google Sheets, Google Forms, and other databases.
• Gains knowledge of state tax sale laws, county policies, and available homeowner relief resources, including SDAT’s Homeowners' Property Tax Credit, Homestead Tax Credit, Homeowner Protection Program, and general HPP knowledge.
• Handles general office administration tasks, maintaining and updating departmental records and files.
• Engages in outreach efforts with homeowners, service partners, and community organizations, and creates and updates outreach materials for the TSO website, social media, print, electronic, and recorded communications.
• Serves as a proactive and innovative member of SDAT, assisting other teams as needed and completing other assigned duties.
• Participates in management-provided training for skill development, ensures timely email responses, and follows SDAT's Customer Service Policy.

Requirements

• Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
• Experience: One year of administrative staff or professional work.

Notes: Candidates may substitute 30 college credit hours from an accredited college or university for the required experience. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included regular use of independent judgment and analysis in applying and interpreting complex administrative plans, policies, rules or regulations or analysis of operational programs or procedures with recommendations for improvement on a year-for-year basis for the required experience.

Qualifications

Applicants who possess the following preferred qualifications will be given priority:

• Experience in positions related to accounting or real property (including but not limited to tax sale, property assessment, or property tax administration).
• Experience interacting directly with the public (e.g., in-person, by phone, by email, by virtual meeting, etc.)
• Experience gathering information from internal staff members and/or external stakeholders.
• Experience with Microsoft Office (e.g. Word, Excel, PowerPoint) and Google platforms.

Licenses and Certifications

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.

Benefits

• Generous Paid Time Off: Enjoy 10 to 25 days of annual (vacation) leave per year (depending on seniority), 15 days of sick leave, 6 personal days, and 11 paid state holidays.
• Family-Friendly Policies: Eligible employees receive paid family and medical leave to care for a child within six months of birth or adoption.
• Comprehensive Health Coverage: Access to affordable medical, prescription, dental, and vision plans for you and your dependents.
• Retirement & Pension: Secure your future with the State's defined benefit pension plan (vested after 10 years) and optional supplemental retirement savings plans.
• Financial Wellness: Pre-tax Flexible Spending Accounts (FSA) for healthcare and dependent daycare costs.
• Work-Life Balance: Many positions offer flexible work schedules and teleworking opportunities.
• Student Loan Assistance: State employees may be eligible for the Federal Public Service Loan Forgiveness (PSLF) program and the Maryland Student Loan Debt Relief Tax Credit.