Job Description

Requisition No: 822042

Agency: Management Services

Working Title: OPS MEMBER SERVICES ADVOCATE - 72901358

Pay Plan: Temp

Position Number: 72901358

Salary: $15.00 per hour

Posting Closing Date: 04/30/2024

Total Compensation Estimator

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

Division of Retirement:
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\xe2\x80\xa6 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.

Why Work With Us?
It\'s not just about us. It is also about you and what you get. That\'s why working as an OPS 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. Many DMS employees started their career as a OPS Member Services Advocates and have taken advantage of career pathing.

Training Overview:
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 Successful Teammate Should Have:

• 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. 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 skills.
• Outstanding written and verbal communication skills.

Qualifications You Will Need:
Three years of professional experience in the areas of insurance, retirement or social security, administration, call center, customer service, fiscal work, statistics, personnel, or any combination.

Our Organization and Mission:

The Department of Management Services (DMS) is a customer-oriented agency responsible for managing the various business and workforce-related functions of state government. Under the direction of Governor Ron DeSantis and DMS\' Executive Leadership Team, the agency oversees the real estate, procurement, human resources, group insurance, retirement, technology, telecommunications, fleet, and federal property assistance programs utilized throughout Florida\'s state government. It is against this backdrop that DMS strives to demonstrate its mission, \xe2\x80\x9cWe serve those who serve Florida.\xe2\x80\x9d Under the leadership of DMS Secretary Pedro Allende, DMS\' employees embody four pillars on a daily basis: lead by example, serve with excellence, create efficiencies, and challenge the status quo

Special Notes:
DMS is committed to successfully recruiting and onboarding talented and skilled individuals into its workforce. We recognize the extensive training, experience and transferrable skills that veterans and individuals with disabilities bring to the workforce. Veterans and individuals with disabilities are encouraged to contact our recruiter for guidance and answers to questions through the following provided email addresses:

An individual with a disability is qualified if he or she satisfies the skills, experience, and other job-related requirements for a position and can perform the essential functions of the position with or without reasonable accommodation. Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the DMS Human Resources (HR) Office at (850) 488-2707. DMS requests applicants notify HR in advance to allow sufficient time to provide the accommodation.
Successful completion of background screening will be required for this position.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

State of Florida