BENEFITS SERVICES SPECIALIST II - 72002474

State of Florida • TALLAHASSEE, FL

8d • 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. The Benefits Services Specialist II will be a go-to resource for public sector employees transitioning to retirement. This role involves researching complex issues pertaining to retirement benefits across multiple databases, requiring fluency in computer navigation and multitasking while confidently and compassionately engaging with callers. The difference made is providing sound guidance to public sector employees during important life decisions, directly contributing to the mission: We Serve Those Who Serve Florida. The position 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 career pathing opportunities. The onboarding experience includes training from seasoned team members, covering 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

• 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
• Sedentary work and repetitive motion.
• Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, Teamwork
• 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.

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, 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.

Benefits

• Comprehensive health coverage with low deductibles and low monthly out-of-pocket contributions.
• Option to select 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: Mid Level
• Education Level: No Education Listed