RETIREMENT ANALYST II - 72004126

Requisition No: 851945 

Agency: Management Services

Working Title: RETIREMENT ANALYST II - 72004126

 Pay Plan: Career Service

Position Number: 72004126 

Salary:  $42,995.68 - $52,803.92 

Posting Closing Date: 05/11/2025 

Total Compensation Estimator Tool

Retirement Analyst II

Division of Retirement/Retirement Contact Center

State of Florida Department of Management Services

This position is located in Tallahassee, FL

Position Overview and Responsibilities:

The Retirement Analyst II (RA II) in the Contact Center primarily answer support desk phone calls from internal staff and also answer incoming calls and emails from retired members, retirees, beneficiaries, employers and other stakeholders.  The selected candidate takes ownership of escalated phone calls and act as a liaison between the Contact Center and other bureaus within the division. They must have knowledge of applicable Florida retirement laws, rules and division policies. Thjis role often answers over 60 calls a day and act as subject matter experts for every call queue provided by the Contact Center.  Retirement Analyst II ensures the incoming calls and emails are answered in an efficient and accurate manner.  This role is vital in keeping the abandonment and disconnected call rate down. RA IIs often help mentor and coach new trainees. They are vital in maintaining the Contact Center’s day to day floor operations. 

Knowledge, Skills, and Abilities:

• Knowledge of principles and techniques of effective verbal and written communication and basic arithetic
• Ability to review data for accurancy; identify errors and take corrective action, evaluate, analyze and verify data relating to retirement benefits; understand and apply applicable rules, regulations, policies and procedures relating to retirement benefits; train others; organize data into logical format; utlize problem solving techniques; work independently; perform basic arithmetical calculations; plan organize and coordinate work assignments; communicate effectively verbally and in writing; and establish and maintain effective working relationships with others.
• Ability to operate a personal computer with proficiency in Word, or comparable processes.
• Integrity, Communication, Respect, Excellence, Accountability, Teamwork, Empowerment

Minimum Qualifications:

Four years of professional experience in the area of insurance, retirement or social security, administration, call center, customer service, fiscal work, statistics, or personnel. A postsecondary degree may be used as an alternative for years of experience on a year-for-year basis.

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.”

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 225 full-time retirement staff and manages a FY 2024-25 operating budget of $48,864,720. The division administers the Florida Retirement System (FRS) Pension Plan, currently the fourth largest state retirement system in the US with more than 2.7 million active, retired, and terminated vested and non-vested members and $187.2 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. 

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.

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.