Bilingual Services Specialist

BILINGUAL BENEFIT SERVICES SPECIALIST I -

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, and must have the ability to speak, read, and write fluently in both English and Spanish.

Specific duties and responsibilities are as follows:

• Provide customer service in (Spanish and English) 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.
• Serve on committees and hiring panels Perform other duties as required

Knowledge, skills, and abilities, including utilization of equipment, required for the position:

• 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.

Minimum qualifications:

Four years of professional experience in the areas of customer service, call center, insurance, retirement or social security, administration, 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. Fluency speaking and writing in Spanish.