Benefits Services Specialist III (Training)

Requisition No: 880592 

Agency: Management Services

Working Title: Benefits Services Specialist III (Training)

 Pay Plan: Career Service

Position Number: 72004252 

Salary:  $50,531.00 

Posting Closing Date: 08/11/2026 

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Benefit Services Specialist III 
Division of Retirement
State of Florida Department of Management Services
This is an on-site position located in Tallahassee, FL

Internal Agency Only

Position Overview and Responsibilities:
This is a highly complex and technical work in the analysis of retirement accounts.  The incumbent exercises considerable judgment under the general supervision of an administrative supervisor.  The incumbent will be expected to learn and apply knowledge and understanding of the philosophy and provisions of Florida Statutes relating to retirement, which may include Chapters 112, 121, 122, 123, 238, 250, 321, 175, and 185, and all administrative rules, policies, and procedures developed pursuant to such laws.  The incumbent may also be required to possess a comprehensive working knowledge and understanding of the Internal Revenue Service (IRS) and Social Security Administration provisions relating to retirement programs.

Duties for this position may include, but are not limited to the following:

Interpret and apply applicable laws, rules, and regulations necessary to administer provisions for Florida Retirement System (FRS) benefits including Pension Plan, Investment Plan, Deferred Retirement Option Program (DROP), disability, survivor and Health Insurance Subsidy benefits, as well as for optional retirement programs administered by the Division.  

Provide ongoing Instruction and coaching using the three main types of learning styles: auditory, visual, and kinesthetic (touch) for:

• Use of the following software and hardware: IRIS, Microsoft CRM, Genesys Cloud, Genesys Wallboard, People First, Retirement’s knowledge base, Retirement’s websites, Contact Center’s “CC Info Hub” network folder, , contact center headsets, folding machine, Right Fax and any other hardware and software the contact center employees will use to perform their job duties.  
• Instruction and coaching on proper phone etiquette, best practices in customer service, tone when communicating, and handling difficult customers.
• Instruction on other contact center subject categories (Skills) the customer service representative does not currently have or when improvements can be made.
• Provide training and instruction on division processes, prioritizing training staff to assist with division backlogs and other projects and processes as needed.
• Provides overtime training and supervises aspects related to overtime and production of staff.

Assist with the creation of written and electronic instruction materials and procedures in the proper format and stored in the proper locations. This includes working with the Knowledge Base Committee when updates or corrections are identified and keeping CC Info Hub network folder updated in an accurate and timely manner.  

Work closely with management to offer solutions for increasing productivity and training opportunities.  Attend contact center manager meetings, bureau meetings and knowledge base meetings to keep up to date on policy changes within the Division of Retirement and share this information with the contact center as directed.

Create statistical data reports used for one-on-ones and recordings to analyze the additional training needs of assigned contact center employees.  Work with management team in assisting the contact center employees in meeting group and individual goals and expectations.  Provide individual and group report logs that show recommended and completed assigned training.  Immediately report any hardware or software issue to appropriate parties.

Monitor the Genesys phone call queues and manually skill Benefit Services Specialists. Monitor phone recordings for accuracy and feedback as directed by management and send any that require a possible training opportunity to Quality Assurance Administrator for review.

Review and process retirement documentation and forms for FRS members.

Research Florida Statutes, rules, and Division policies to compose complete, accurate and grammatically correct responses to customers’ inquiries by letter or email. Also provide quality control review of outgoing correspondence prepared by section staff.  

Provide customer service that requires expert knowledge of the FRS and all existing retirement systems, the Florida Statutes, rules, and Division policies. 

Develop and write procedures and updates procedures for the approval of the section administrator. 

May participate in workshops, seminars, and employee or employer trainings.

Perform other duties as required.

Knowledge, Skills, and Abilities:

Knowledge of principles and techniques of effective verbal and written communication.
Knowledge of basic arithmetic.
Knowledge of rules, regulations, policies, and procedures related to retirement benefits.
Skilled in reviewing data for accuracy and identifying errors.
Skilled in collecting, evaluating, analyzing, and verifying data related to retirement benefits.
Skilled in organizing data into clear and logical formats.
Skilled in utilizing effective problem‑solving techniques.
Skilled in performing basic arithmetic calculations.
Skilled in communicating clearly and effectively both verbally and in writing.
Skilled in operating a personal computer with proficiency in Microsoft Word or comparable software.
Ability to take corrective action when data discrepancies are identified.
Ability to understand and apply applicable rules, regulations, policies, and procedures.
Ability to work independently with minimal supervision.
Ability to plan, organize, and coordinate work assignments.
Ability to train and guide others.
Ability to establish and maintain effective working relationships with others.
Knowledge, skill, and ability to demonstrate accountability, communication, empowerment,   flexibility, integrity, respect, and teamwork.

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. 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.