Benefits Services Specialist III - 72004251

Requisition No: 880130 

Agency: Management Services

Working Title: Benefits Services Specialist III - 72004251

 Pay Plan: Career Service

Position Number: 72004251 

Salary:  $42,995.68 

Posting Closing Date: 08/05/2026 

Total Compensation Estimator Tool

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 must possess a comprehensive working 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 and responsibilities are as follows:

Serving as the support desk to other contact center employees; responding to elevated calls and emails, and serving as Contact Center subject matter experts for the Benefit Specialists related to:

•    Adding retirees to the retired payroll, benefit deductions for insurance premium and federal income tax withholding, direct deposit and the Retiree Health Insurance Subsidy benefit 
•    Drop termination for processing DROP termination verification and payouts, changes during DROP participation and refund of employee contributions 
•    Survivors Benefits, including estimates and final retirement calculations 
•    Disability Benefits, including estimates and final retirement calculations
•    Calculation of member estimates, including estimates with DROP participation, final retirement calculations, including DROP participation, employee contributions, total service credit, and purchase of optional service credit 
•    Enrollment of members and employers into the FRS and determination of eligibility for Special Risk Class membership
•    Payroll reports and contributions (both employer and employee), invoicing
•    Use of FRS Online by active and retired members, and employers
•    Answering frontline calls as needed based on call volume
•    Other general questions

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 some of the 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.

Review 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 TSC.

Monitor the Genesys Cloud wallboards and reports and manually skill Benefit Specialists. Monitor phone recordings for accuracy and feedback as direct by management.

Work with representatives from other bureaus in the division, other areas of the department, or other agencies to resolve issues relating to activities and retired members and employers served by the contact center.  Act as the liaison between the contact center and other bureaus to make sure new procedures and instructions are captured and disseminated to the contact center team.

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.