Benefits Services Specialist I - 72002521

State of Florida • TALLAHASSEE, FL

24d • Onsite

About The Position

This is an on-site position located in Tallahassee, FL. The work involves engaging with members of the FRS, listening to their concerns, and providing solutions. The role requires problem-solving skills and interaction with members over the phone, in chat sessions, or via email. This position serves as a go-to resource for public sector employees transitioning to retirement. It involves researching complex issues pertaining to retirement benefits across multiple databases, requiring fluency in computer navigation and multitasking while interacting with callers. The difference this role makes is providing sound guidance to public sector employees during a significant life decision, directly contributing to the mission: We Serve Those Who Serve Florida. The agency offers ongoing professional development opportunities, resources, and exposure to agency initiatives. Many employees have started their careers as a Benefits Services Specialist and advanced through available career pathing opportunities. The onboarding experience includes learning from seasoned team members, contact center technology, and retirement laws in a classroom setting, followed by coaching and one-on-one learning. There is potential to train and mentor future team members.

Requirements

• Two 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.
• Ability to be seated and to talk for extended periods of time.
• 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.
• Ability to research information quickly.
• Ability to understand and apply applicable laws, rules, and Division policies relating to retirement.
• Basic math skills.
• Outstanding written and verbal communication skills.

Nice To Haves

• Post-secondary education may be used as an alternative for years of experience on a year-for-year basis.

Responsibilities

• 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 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.

Benefits

• Comprehensive health coverage to meet the needs of you and your family while maintaining low deductibles and low monthly out-of-pocket contributions.
• Option of selecting between the FRS Pension Plan and the FRS Investment Plan for retirement.
• Tuition waiver program within the state university and community college systems.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed