OPS MEMBER SERVICES ADVOCATE - 72901351

State of Florida

7d•Onsite

About The Position

The mission of the Division of Retirement is to deliver a high quality, innovative, and cost-effective retirement system to Florida Retirement System (FRS) pension plan members and their employers, so FRS members can plan for their financial future. The FRS is the fifth-largest public state retirement system in the nation, one that is comprised of more than one million active and retired employees. We strive to exceed our customer’s expectations by providing accurate and timely information to assist customers in making informed retirement decisions… that’s where you come in! The Work You Will Do: 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

Fluency in computer navigation and multitasking.
Ability to confidently and compassionately engage with the caller.
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 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 member questions related to estimating retirement benefits.
Answer member questions related to accessing and utilizing features of the FRS website.
Answer member questions related to applying for benefits through the FRS and/or Retiree Health Insurance Subsidy.
Answer member questions related to termination requirements and forms required.
Verify if benefit payments have been cashed.
Request duplicate checks for lost, stolen or mis-delivered benefit payments.