Job Description

Requisition No: 880011

Agency: Management Services

Working Title: OPS BENEFITS TECHNICIAN

Pay Plan: Temp

Position Number: 72900000

Salary: $15.00

Posting Closing Date: 12/31/2026

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OPS Benefit Technician
Division of Retirement – Contact Center
State of Florida Department of Management Services
This is an on-site position located in Tallahassee, FL

The Work You Will Do:
You’ll spend the majority of your day engaging with members of the FRS, listening to their concerns and providing the best solutions. You’ll be a master problem solver! You will interact with members over the phone, in chat sessions, or via email. This role is equally challenging and rewarding. After all, you will be a go-to resource as these deserving public sector employees transition to the most exciting phase of their life! You’ll be called on to research complex issues pertaining to retirement benefits across multiple databases; which requires fluency in computer navigation and multitasking while confidently and compassionately engaging with the caller.

The Difference You Will Make:
You will provide sound guidance to your fellow public sector employees as they make one of the most important and exciting decisions of their lives. You will directly contribute to our mission: We Serve Those Who Serve Florida.

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. Dozens of DMS employees started their career as a OPS Benefits Technician and have taken advantage of the career pathing opportunities available.

Training Overview:
We have an engaging onboarding experience where you will learn from the most seasoned and talented team members on the floor. You will learn contact center technology and retirement laws in a classroom setting. After completing classroom training, you will move on to receive coaching and one-on-one learning opportunities.
Who knows, you may one day be able to train and mentor future team members as you progress and master your role!

Pay:
The starting wage for the OPS Benefits Technician is $15.00 an hour.

Your Specific Responsibilities:
This is a professional position providing customer service to Florida Retirement System (FRS), non-retired members, retirees, beneficiaries, employers, and other stakeholders. The incumbent must have comprehensive knowledge of applicable Florida retirement laws, rules, and Division policies. The incumbent must be able to be seated and to talk for extended periods. Specific duties and responsibilities are as follows:

Provide customer service by telephone and email to members, employers, and other stakeholders through inbound calls, conducting callbacks from the voicemail line, calls transferred from other Benefit Specialists and division staff, and the Retirement email inbox. 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 question 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.

A Successful Teammate Should Have:
• A passion for helping people and customer focused mindset.
• Ability to provide outstanding customer service.
• Ability to work independently and in a team environment.
• Strong, effective communication skills.
• Ability to focus on the issue and not take things personally. Let your personality shine!
• Ability to research information quickly.
• Ability to understand and apply applicable laws, rules, and Division policies relating to retirement.
• Ability to speak on the phone for extended periods of time.
• Basic math skills.
• Outstanding written and verbal communication skills.

Qualifications:
One year of professional experience in the areas of customer service, call center, insurance, retirement or social security, administration, 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.

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.”

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 2026-27 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.

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.