Services Specialist

Benefits Services Specialist I

The Work You Will Do:

You'll spend the majority of your day engaging with members of the FRS, listening to their concerns and providing the best solutions. You'll be a master problem solver! You will interact with members over the phone, in chat sessions, or via email. This role is equally challenging and rewarding. After all, you will be a go-to resource as these deserving public sector employees transition to the most exciting phase of their life!

You'll be called on to research complex issues pertaining to retirement benefits across multiple databases; which requires fluency in computer navigation and multitasking while confidently and compassionately engaging with the caller.

The Difference You Will Make:

You will provide sound guidance to your fellow public sector employees as they make one of the most important and exciting decisions of their lives. You will directly contribute to our mission:
We Serve Those Who Serve Florida.

How You Will Grow:

When you join DMS, you will have ongoing professional development opportunities, resources, and exposure to agency initiatives that may interest and will challenge you as you progress in your career. Dozens of DMS employees started their career as a Benefits Services Specialist and have taken advantage of the career pathing opportunities available. Training Overview:
We have an engaging onboarding experience where you will learn from the most seasoned and talented team members on the floor. You will learn contact center technology and retirement laws in a classroom setting. After completing classroom training, you will move on to receive coaching and one-on-one learning opportunities. Who knows, you may one day be able to train and mentor future team members as you progress and master your role!

The Benefits of Working for the State of Florida:

State of Florida employees enjoy top-tier benefits offerings including comprehensive health coverage to meet the needs of you and your family while maintaining low deductibles and low monthly out-of-pocket contributions. State employees also enjoy the option of selecting between the FRS Pension Plan and the FRS Investment Plan for retirement. As an additional benefit, state employment affords you the opportunity to take part in the tuition waiver program within the state university and community college systems.

Your Specific Responsibilities:

This is a professional position providing customer service to Florida Retirement System (FRS), non-retired members, retirees, beneficiaries, employers, and other stakeholders. The incumbent must 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 through inbound calls, conducting callbacks from the voicemail line, calls transferred from other Benefit Specialists and division staff, and the Retirement email inbox.
• 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, Disability retirement benefits, 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, Update home mailing addresses for benefit recipients and terminated, non-retired members, Handle question 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.

A Successful Teammate Should Have:

• A passion for helping people and customer focused mindset.
• Ability to provide outstanding customer service.
• Ability to work independently and in a team environment.
• Strong, effective communication skills.
• Ability to focus on the issue and not take things personally. Let your personality shine!
• Ability to research information quickly.
• Ability to understand and apply applicable laws, rules, and Division policies relating to retirement.
• Ability to speak on the phone for extended periods of time.
• Basic math skills.
• Outstanding written and verbal communication skills.

Qualifications:

Two years of professional experience in the areas of customer service, call center, insurance, retirement or social security, administration, fiscal work, statistics,…