OPS ASSISTANT TRAINER - 72901365

Requisition No: 840884 

Agency: Management Services

Working Title: OPS ASSISTANT TRAINER - 72901365

 Pay Plan: Temp

Position Number: 72901365 

Salary:  $15.00 hour / up to 29 hours per week 

Posting Closing Date: 11/21/2024 

Total Compensation Estimator Tool

OPS Assistant Trainer

Division of Retirement

State of Florida Department of Management Services

This position is located in Tallahassee, FL

The Work You Will Do:

This is a highly responsible position requiring excellent attention to detail and customer service skills. The incumbent assists the Training Team with performing training in the Division of Retirement Contact Center and ensuring the accomplishment of goals and objectives.

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 stakeholders.

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. 

Your Specific Responsibilities:

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

• Assist Lead Trainer in training new and existing Contact Center employees on the following:
  • Retirement knowledge.
  • Software and hardware.
  • Proper phone etiquette, best practices in customer service, and handling difficult customers.
• Lead scheduled trainings based on information provided by the Training Administrator. This includes maintaining the Training Plan, scheduling continuing education for Contact Center employees, scheduling and communicating coaching dates and scheduling and participating in coaching meetings.
• Use templates to create curriculum notebooks for upcoming classes at least 2 business days in advance.
• Create and update Contact Center training materials in an efficient and easy-to-understand format and store the materials in the proper location. This includes maintaining the Training Resource Hubs (Training Concepts Folder and the Training Folders on the CC Info Hub) in an accurate and timely manner.
• Work closely with Training Administrator to offer solutions for increasing productivity and training opportunities and to keep up to date on policy changes within the division.
• Answer inbound Division of Retirement phone calls during peak seasons and other ascribed dates.  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.
  • Disability retirement benefits.
  • 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.
  • Update home mailing addresses for benefit recipients and terminated, non-retired members.
  • Handle questions regarding retirees’ 1099-Rs and Member Annual Statements.

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:

One year 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 year of experience on a year-for-year basis.

Our Organization and Mission:

The Department of Management Services (DMS) is a customer-oriented agency responsible for managing the various business and workforce-related functions of state government. Under the direction of Governor Ron DeSantis and the DMS Executive Leadership Team, the agency oversees the real estate, procurement, human resources, group insurance, retirement, technology, telecommunications, private prisons, fleet, and federal property assistance programs utilized throughout Florida’s state government. It is against this backdrop that DMS strives to demonstrate its mission, “We serve those who serve Florida.” Under the leadership of DMS Secretary Pedro Allende, DMS employees embody four pillars on a daily basis: lead by example, serve with excellence, create efficiencies, and challenge the status quo.

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!

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.