Ops Member Services Advocate

Requisition No: 855796

Agency:
Management Services

Working Title:

OPS MEMBER SERVICES ADVOCATE -

Division of Retirement, State of Florida Department of Management Services. This position is located in Tallahassee, FL.

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 fourth‑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!

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:

• 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.

It’s not just about us. It is also about you and what you get. That’s why working as a Member Services Advocate in the Division of Retirement, you are empowered to become your best.

• You Will Make a Difference
  :
  You will provide sound guidance to your fellow public sector employees as they make one of the most important and exciting decisions of their lives. You will directly contribute to our mission:
  We Serve Those Who Serve Florida.
• You Will Grow
  :
  When you join DMS, you will have ongoing professional development opportunities, resources, and exposure to agency initiatives that may interest and will challenge you as you progress in your career. Dozens of DMS employees started their career as a Member Services Advocate and have taken advantage of the career pathing opportunities available.
• You Will Get Rewarded
  :
  We’ve got you covered when it comes to your compensation and benefits package! You’ll receive comprehensive health coverage, robust retirement options, and with our tuition waiver program, we’ll pitch in if you want to go back to school! Of course, one of the biggest perks is the ability to work alongside other smart, driven, and passionate team members who are also making an impact on the lives of Floridians.

We have an engaging onboarding experience where you will learn from the most seasoned and talented team members on the floor. You will learn contact center technology and retirement laws in a classroom setting. After completing classroom training, you will move on to receive coaching and one‑on‑one learning opportunities. Who knows, you may one day be able to train and mentor future team members as you progress, and master your role!

• A passion for helping people and customer focused mindset.
• Ability to provide outstanding customer service.
• Ability to work independently and in a team environment.
• Ability to focus on the issue and not take things personally. Let your personality shine!
• 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…