BILINGUAL MEMBER SERVICES ADVOCATE - 72002713

Requisition No: 850026 

Agency: Management Services

Working Title: BILINGUAL MEMBER SERVICES ADVOCATE - 72002713

 Pay Plan: Career Service

Position Number: 72002713 

Salary:  $43,843.80 

Posting Closing Date: 05/01/2025 

Total Compensation Estimator Tool

Bilingual Member Services Advocate

Division of Retirement – Contact Center

State of Florida Department of Management Services

This position is located in Tallahassee

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… that’s where you come in!

The Work You Will Do:

You will answer phone calls from retired members, retirees, beneficiaries, employers and other stakeholders concerning topics covering Retired Payroll, 1099Rs, Calculations, Survivor Benefits, DROP, Disability, Enrollment and Contributions. 

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.

Pay: $43,843.80

Your Specific Responsibilities:

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.
• Maintain the Spanish call queues, and respond or return calls on Spanish Voicemails.
• Provide coaching for Customer Service Representatives.
• This position will be responsible for regularly interacting and corresponding with Florida Retirement System members which requires the candidate to have good written and speaking bilingual abilities in both English and Spanish.

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.
• Integrity, Communication, Respect, Excellence, Accountability, Teamwork, Empowerment, Flexibility.
• Ability to speak, read, and write fluently in both English and Spanish.

Minimum 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 education may be used as an alternative for years of experience on a year-for-year basis. 
• Fluency speaking and writing in Spanish

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.”

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

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