MEMBER SERVICES ADVOCATE - 72002687

State of Florida

1d•Onsite

About The Position

This position is located in Tallahassee, FL. The Member Services Advocate will spend the majority of their day engaging with members of the FRS, listening to their concerns and providing the best solutions. This role requires the individual to be a master problem solver. They will interact with members over the phone, in chat sessions, or via email. This role is equally challenging and rewarding, as the advocate will be a go-to resource for public sector employees transitioning to retirement. The position requires researching complex issues pertaining to retirement benefits across multiple databases, which necessitates fluency in computer navigation and multitasking while confidently and compassionately engaging with the caller. The advocate will answer 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, and termination requirements and forms. The role may also involve using investigative skills to verify if benefit payments have been cashed and requesting duplicate checks for lost, stolen, or mis-delivered benefit payments.

Requirements

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.
Ability to speak on the phone for extended periods of time.
Basic math skills.
Outstanding written and verbal communication skills.
Six months 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. Professional experience in the areas described or any combination of the above can substitute on a year-for-year basis for the required college education.

Nice To Haves

A state bachelor's degree is preferred.

Responsibilities

Engage with members of the FRS, listen to their concerns and provide solutions.
Interact with members over the phone, in chat sessions, or via email.
Research complex issues pertaining to retirement benefits across multiple databases.
Answer questions related to estimating retirement benefits.
Answer questions related to accessing and utilizing features of the FRS website.
Answer questions related to how to apply for benefits through the FRS and/or Retiree Health Insurance Subsidy.
Answer questions related to termination requirements and forms.
Use investigative skills to verify if benefit payments have been cashed.
Request duplicate checks for lost, stolen or mis-delivered benefit payments.

Benefits

Comprehensive health coverage
Robust retirement options
Tuition waiver program
State Group Insurance Coverage options (health, life, dental, vision, and other supplemental options)
Nine paid holidays and a Personal Holiday each year.
Student Loan Forgiveness Program (Eligibility required).
Tuition Fee Waivers (Accepted by major Florida colleges/universities).
Maternity and Parental Leave Benefits.
Retirement plan options, including employer contributions.
Annual and Sick Leave Benefits.
Flexible Spending Accounts.
Ongoing comprehensive training provided.
Highly skilled, professional environment.