OPS BENEFITS TECHNICIAN

State of Florida•TALLAHASSEE, FL

4d•Onsite

About The Position

This is an on-site position located in Tallahassee, FL. The OPS Benefit Technician 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 being a master problem solver, interacting with members over the phone, in chat sessions, or via email. The position is challenging and rewarding, serving as a go-to resource for public sector employees transitioning to retirement. Responsibilities include researching complex issues pertaining to retirement benefits across multiple databases, requiring fluency in computer navigation and multitasking while confidently and compassionately engaging with the caller. The successful candidate will provide sound guidance to public sector employees as they make important decisions about their retirement, directly contributing to the mission: We Serve Those Who Serve Florida. DMS offers ongoing professional development opportunities, resources, and exposure to agency initiatives. Many DMS employees started as an OPS Benefits Technician and have advanced their careers.

Requirements

One year 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.
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.

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.