RETIREMENT ANALYST II - 72002665

State of Florida

1d • Onsite

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.

Requirements

• Knowledge of principles and techniques of effective verbal and written communication and basic arithmetic.
• Ability to review data for accuracy; identify errors and take corrective action; collect, evaluate, analyze and verify data relating to retirement benefits; understand and apply applicable rules, regulations, policies and procedures relating to retirement benefits; train others; organize data into logical format; utilize problem solving techniques; work independently; perform basic arithmetical calculations; plan, organize and coordinate work assignments; communicate effectively verbally and in writing; and establish and maintain effective working relationships with others.
• Ability to operate a personal computer with proficiency in Word, or comparable processes.
• 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.
• Ensure the incoming calls and emails are answered in an efficient and accurate manner.
• Mentor and coach new trainees.
• Maintain the Contact Center’s day to day floor operations.
• Perform related duties as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed