MEMBER SERVICES ADVOCATE - 72002451

Date: Aug 29, 2024

The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website (http://www.dms.myflorida.com/workforce_operations/human_resource_management/for_job_applicants/e_verify) .

Requisition No: 834497

Agency: Management Services

Working Title: MEMBER SERVICES ADVOCATE - 72002451

Pay Plan: Career Service

Position Number: 72002451

Salary: $35,361.61

Posting Closing Date: 01/31/2025

Total Compensation Estimator Tool (https://compcalculator.myflorida.com/)

Member Services Advocate

Division of Retirement

State of Florida Department of Management Services

This position is located in Tallahassee, FL

The Work You Will Do:

As a Member Services Advocate, 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.

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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.

The Difference You Will Make:

You will be an integral part of the retirement team by helping to fulfill the division’s mission of providing accurate and timely information to assist retirement stake holders.

How 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 Member Services Advocate and have taken advantage of career pathing.

Your Specific Responsibilities:

Specific key responsibilities include, but are not limited to, the following:

• 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.

• Benefit payments and amounts withheld from benefit payments.

• Beneficiary designation.

• How to access and utilize the features of FRS Online.

• 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. Serve on committees and hiring panels, and other division projects. Provide training for Customer Services Representatives.

• Perform other duties as required.

  Required Knowledge, Skills, and Abilities:

• Knowledge of personal computer use (hardware and software) for various automated applications.

• Ability to understand and apply applicable laws, rules, and Division policies relating to retirement.

• Ability to work independently.

• Ability to use proper phone etiquette.

• Ability to work in a fast-paced environment.

• Ability to research information quickly.

• Ability to provide outstanding customer service.

• Ability to speak on the phone for extended periods of time.

• Ability to multi-task.

• This position requires sedentary work and repetitive motion.

• Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, Teamwork.

  Qualifications:

  Four years of professional experience in the areas of insurance, retirement or social security, administration, call center, customer service, fiscal work, statistics, personnel, or any other combination. Postsecondary educationmay be used as an alternative for years of experience on a year-for-year basis.

  Our Organization and Mission:

Under the direction of Governor Ron DeSantis, Secretary Pedro Allende and DMS’ Executive Leadership Team, the Florida Department of Management Services (DMS) is a customer-oriented agency with a broad portfolio that includes the efficient use and management of real estate, procurement, human resources, group insurance, retirement, telecommunications, fleet, and federal property assistance programs used throughout Florida’s state government. It is against this backdrop that DMS strives to demonstrate its motto, “We serve those who serve Florida.”

Division of Retirement:

The mission of the Division of Retirement (division) is to deliver a high quality, innovative, and cost-effective retirement system. The division currently has 225 full-time retirement staff and manages a FY 2024-25 operating budget of $48,864,720. The division administers the Florida Retirement System (FRS) Pension Plan, currently the fourth largest state retirement system in the US with more than 2.7 million active, retired, and terminated vested and non-vested members and $187.2 billion in assets. The division pays out $12.9 billion a year in retiree benefits and maintains the service history, vesting and membership status records, and collects nearly $5.5 billion annually in employer and employee contributions from more than 1,000 employers for all FRS members.

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:

DMS.Ability@dms.fl.gov

DMS.Veterans@dms.fl.gov

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.

VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clickinghere (http://www.dms.myflorida.com/content/download/97612/566545) . All documentation is due by the close of the vacancy announcement.

Location:

TALLAHASSEE, FL, US, 32301

Nearest Major Market:Tallahassee