Services Specialist Ii

Benefits Services Specialist II -

This is a professional position providing quality assurance to the Florida Retirement System (FRS), Division of Retirement Contact Center, non-retired members, retirees, beneficiaries, employers, and other stakeholders. The incumbent will have comprehensive knowledge of applicable Florida retirement laws, rules, and Division policies. The incumbent must be able to be seated and to talk for extended periods.

Specific duties and responsibilities are as follows:

• Provide customer service by telephone and email to members, employers, and other stakeholders.
• Communicate information concerning topics including:
  Estimates of retirement benefits Application for FRS and/or Retiree Health Insurance Subsidy benefits Deferred Retirement Option Program (DROP) Termination requirements and forms required to receive accumulated account balance under the DROP or to receive refunds of member contributions Benefit payments and amounts withheld from benefit payments Beneficiary designation Employer/Employee enrollments and contributions How to access and utilize the features of FRS Online Handle questions regarding retirees' 1099-Rs and Member Annual Statements
• Provide income verification letters, beneficiary change forms and other forms as requested, and update home mailing addresses for benefit recipients and terminated, non-retired members.
• Transfer calls to specified individual requested by the caller. Verify if benefit payments have been cashed; request duplicate warrants for lost, stolen or mis-delivered benefit payments; and request copies of cashed warrants.
• Serve on committees and hiring panels, and other division projects. Provide training for Benefit Specialists. Provide coaching for Benefit Specialists.
• Participate in various special projects including EY Callback distribution, working REP callbacks, leading the email team, serve as backup support desk, and participate in other Contact Center projects as assigned.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities:

• Knowledge of personal computer use (hardware and software) for various automated applications
• Ability to understand and apply applicable laws, rules, and Division policies relating to retirement
• Ability to work independently
• Ability to use proper phone etiquette
• Ability to work in a fast-paced environment
• Ability to research information quickly
• Ability to provide outstanding customer service
• Ability to speak on the phone for extended periods of time
• Ability to multi-task

This position requires sedentary work and repetitive motion. Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, and Teamwork.

Minimum Qualifications:

Three years of professional experience in the areas of insurance, retirement or social security, administration, call center, customer service, fiscal work, statistics, personnel, or any other combination. Post-secondary education may be used as an alternative for years of experience on a year-for-year basis.

Location:

Tallahassee, FL, US, 32399