Benefits Services Specialist III (Training

Benefits Services Specialist III (Training)

This is an on-site position located in Tallahassee, FL. Internal Agency Only

Position Overview and Responsibilities:

This is a highly complex and technical work in the analysis of retirement accounts. The incumbent exercises considerable judgment under the general supervision of an administrative supervisor. The incumbent will be expected to learn and apply knowledge and understanding of the philosophy and provisions of Florida Statutes relating to retirement, which may include Chapters 112, 121, 122, 123, 238, 250, 321, 175, and 185, and all administrative rules, policies, and procedures developed pursuant to such laws.

The incumbent may also be required to possess a comprehensive working knowledge and understanding of the Internal Revenue Service (IRS) and Social Security Administration provisions relating to retirement programs.

Duties for this position may include, but are not limited to the following:

• Interpret and apply applicable laws, rules, and regulations necessary to administer provisions for Florida Retirement System (FRS) benefits including Pension Plan, Investment Plan, Deferred Retirement Option Program (DROP), disability, survivor and Health Insurance Subsidy benefits, as well as for optional retirement programs administered by the Division.
• Provide ongoing instruction and coaching using the three main types of learning styles: auditory, visual, and kinesthetic (touch) for:
• Use of the following software and hardware: IRIS, Microsoft CRM, Genesys Cloud, Genesys Wallboard, People First, Retirement's knowledge base, Retirement's websites, Contact Center's "CC Info Hub" network folder, contact center headsets, folding machine, Right Fax and any other hardware and software the contact center employees will use to perform their job duties.
• Instruction and coaching on proper phone etiquette, best practices in customer service, tone when communicating, and handling difficult customers.
• Instruction on other contact center subject categories (Skills) the customer service representative does not currently have or when improvements can be made.
• Provide training and instruction on division processes, prioritizing training staff to assist with division backlogs and other projects and processes as needed.
• Provides overtime training and supervises aspects related to overtime and production of staff.
• Assist with the creation of written and electronic instruction materials and procedures in the proper format and stored in the proper locations. This includes working with the Knowledge Base Committee when updates or corrections are identified and keeping CC Info Hub network folder updated in an accurate and timely manner.
• Work closely with management to offer solutions for increasing productivity and training opportunities.
• Attend contact center manager meetings, bureau meetings and knowledge base meetings to keep up to date on policy changes within the Division of Retirement and share this information with the contact center as directed.
• Create statistical data reports used for one-on-ones and recordings to analyze the additional training needs of assigned contact center employees.
• Work with management team in assisting the contact center employees in meeting group and individual goals and expectations.
• Provide individual and group report logs that show recommended and completed assigned training.
• Immediately report any hardware or software issue to appropriate parties.
• Monitor the Genesys phone call queues and manually skill Benefit Services Specialists.
• Monitor phone recordings for accuracy and feedback as directed by management and send any that require a possible training opportunity to Quality Assurance Administrator for review.
• Review and process retirement documentation and forms for FRS members.
• Research Florida Statutes, rules, and Division policies to compose complete, accurate and grammatically correct responses to customers' inquiries by letter or email. Also provide quality control review of outgoing correspondence prepared by section staff.
• Provide customer service that requires expert knowledge of the FRS and all existing retirement systems, the Florida Statutes, rules, and Division policies.
• Develop and write procedures and updates procedures for the approval of the section administrator.
• May participate in workshops, seminars, and employee or employer trainings.
• Perform other duties as required.

Knowledge, Skills, and Abilities:

Knowledge of principles and techniques of effective verbal and written communication. Knowledge of basic arithmetic. Knowledge of rules, regulations, policies, and procedures related to retirement benefits. Skilled in reviewing data for accuracy and identifying errors. Skilled in collecting, evaluating, analyzing, and verifying data related to retirement benefits. Skilled in organizing data into clear and logical formats. Skilled in utilizing effective problem‑solving techniques.

Skilled in performing basic arithmetic calculations. Skilled in…