MEMBER SERVICES ADVOCATE - 72000000 1 1

State of Florida

78d•Onsite

About The Position

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. We’ll provide you with knowledge and tools to handle our member’s needs and answer their questions related to: Estimating retirement benefits. Accessing and utilizing features of the FRS website. How to apply for benefits through the FRS and/or Retiree Health Insurance Subsidy. Termination requirements and forms required. You may also use your investigative skills to verify if benefit payments have been cashed and request duplicate checks for lost, stolen or mis-delivered benefit payments.

Requirements

Two 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.
Postsecondary education may be used as an alternative for years of experience on a year-for-year basis.

Nice To Haves

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.

Responsibilities

Estimating retirement benefits.
Accessing and utilizing features of the FRS website.
How to apply for benefits through the FRS and/or Retiree Health Insurance Subsidy.
Termination requirements and forms required.
Verify if benefit payments have been cashed and request duplicate checks for lost, stolen or mis-delivered benefit payments.