RETIREMENT ANALYST II - 72002665
About The Position
The Retirement Analyst II (RA II) in the Contact Center primarily answer support desk phone calls from internal staff and also answer incoming calls and emails from retired members, retirees, beneficiaries, employers and other stakeholders. They take ownership of escalated phone calls and act as a liaison between the Contact Center and other bureaus within the division. They must have knowledge of applicable Florida retirement laws, rules and division policies. They often answer over 60 calls a day and act as subject matter experts for every call queue provided by the Contact Center. Retirement Analys IIs help ensure the incoming calls and emails are answered in an efficient and accurate manner. They are vital in keeping the abandonment and disconnected call rate down. RA IIs often help mentor and coach new trainees. They are vital in maintaining the Contact Center’s day to day floor operations. Perform related duties as required.
Requirements
- Knowledge of principles and techniques of effective verbal and written communication and basic arithmetic
- Ability to review data for accuracy
- Ability to identify errors and take corrective action
- Ability to collect, evaluate, analyze and verify data relating to retirement benefits
- Ability to understand and apply applicable rules, regulations, policies and procedures relating to retirement benefits
- Ability to train others
- Ability to organize data into logical format
- Ability to utilize problem solving techniques
- Ability to work independently
- Ability to perform basic arithmetical calculations
- Ability to plan, organize and coordinate work assignments
- Ability to communicate effectively verbally and in writing
- Ability to establish and maintain effective working relationships with others
- Ability to operate a personal computer with proficiency in Word, or comparable processes
- Integrity, Communication, Respect, Excellence, Accountability, Teamwork, Empowerment
- Four years of professional experience in the area of insurance, retirement or social security, administration, call center, customer service, fiscal work, statistics, or personnel
- A postsecondary degree may be used as an alternative for years of experience on a year-for-year basis
Responsibilities
- Answer support desk phone calls from internal staff
- Answer incoming calls and emails from retired members, retirees, beneficiaries, employers and other stakeholders
- Take ownership of escalated phone calls and act as a liaison between the Contact Center and other bureaus within the division
- Act as subject matter experts for every call queue provided by the Contact Center
- Help mentor and coach new trainees
- Perform related duties as required
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
