BENEFITS SERVICES SPECIALIST II - 72004273

Requisition No: 878820 

Agency: Management Services

Working Title: BENEFITS SERVICES SPECIALIST II - 72004273

 Pay Plan: Career Service

Position Number: 72004273 

Salary:  $40,351.03 

Posting Closing Date: 08/07/2026 

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Benefits Services Specialist II

Division of Retirement/Contact Center

State of Florida Department of Management Services

This is an on-site position located in Tallahassee, FL

This advertisement will be used to fill multiple vacancies

Position Overview and Responsibilities:
This is a professional position providing quality assurance to the Florida Retirement System (FRS), Division of Retirement Contact Center, non-retired members, retirees, beneficiaries, employers, and other stakeholders.  The incumbent will have comprehensive knowledge of applicable Florida retirement laws, rules, and Division policies.  The incumbent must be able to be seated and to talk for extended periods.  Specific duties and responsibilities are as follows:

• Provide customer service by telephone and email to members, employers, and other stakeholders. 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
  • Employer/Employee enrollments and contributions
  • 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 Benefit Specialists.
• Provide coaching for Benefit Specialists.
• Participate in various special projects including EY Callback distribution, working REP callbacks, leading the email team, serve as backup support desk, and participate in other Contact Center projects as assigned.
• Perform other duties as assigned.

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, and Teamwork.

Minimum Qualifications:
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 other combination. Post-secondary education may be used as an alternative for years of experience on a year-for-year basis.

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 221 full-time retirement staff and manages a FY 2025-26 operating budget of $48,864,720. The division administers the Florida Retirement System (FRS) Pension Plan, currently the fifth largest state retirement system in the US with more than 1.1 million active, retired, and terminated vested members and $191.6 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.

Our Organization and Mission:
Under the direction of Governor Ron DeSantis, Secretary Tom Berger 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.”

Special Notes:
DMS is committed to successfully recruiting and onboarding talented and skilled individuals into its workforce. We recognize the extensive training, experience, and transferable skills that veterans and individuals with disabilities bring to the workforce. Veterans and individuals with disabilities are encouraged to contact our agency 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. For purposes of requesting reasonable accommodations, as mentioned above, the agency hiring authority is the DMS Human Resources office, which the candidate can reach at (850) 488-2707.
Successful completion of background screening will be required for this position.

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 clicking here.  All documentation is due by the close of the vacancy announcement.