OPS BENEFITS TECHNICIAN

State of Florida; Tallahassee (FL); On-site; USD 17,047 - 24,280; Full time

Job summary

The State of Florida Department of Management Services, Division of Retirement – Contact Center, is seeking an OPS Benefits Technician for an on-site role in Tallahassee. You will engage with FRS members by phone, chat, and email, drawing on retirement laws and division policies to resolve complex questions and guide customers through benefits and enrollment processes.

We offer onboarding, ongoing training, and opportunities to grow within the retirement division, with a starting wage of $15.00

Qualifications

• One year of professional experience in customer service, call center, retirement, or related fields.
• Post-secondary education may substitute for years of experience on a year-for-year basis.

Responsibilities

• Provide customer service by telephone and email to members, employers, and other stakeholders.
• Assist with retirement benefits, DROP options, and enrollment procedures.
• Update home mailing addresses and verify benefit payments and related documents.

Skills

Customer service

Phone support

Communication skills

Teamwork

Education

Post-secondary education allowed for experience

Job description

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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, interacting with members over the phone, in chat sessions, or via email. This role is equally challenging and rewarding as you serve public sector employees transitioning to the most exciting phase of their life while researching complex issues across multiple databases.

The Difference You Will Make

You will provide sound guidance to your fellow public sector employees as they make one of the most important decisions of their lives, directly contributing 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. Dozens of DMS employees started as OPS Benefits Technicians and progressed through career‑pathing opportunities.

Training Overview

We offer an engaging onboarding experience, learning contact‑center technology and retirement laws in a classroom. After training, you will receive coaching and one‑on‑one learning opportunities, and you may one day train and mentor future team members.

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, and be able to talk for extended periods. Specific duties include:

Provide customer service by telephone and email to members, employers, and other stakeholders via inbound calls, call‑back requests, transfers, and the Retirement email inbox.

• Estimates of retirement benefits
• Application for FRS and/or Retiree Health Insurance Subsidy benefits
• Deferred Retirement Option Program (DROP)
• Termination requirements and forms for received balances under DROP or refunds of member contributions
• Disability retirement benefits
• Benefit payments and withheld amounts
• Beneficiary designation
• Employer and employee enrollments and contributions
• How to access and utilize FRS Online features
• Updating home mailing addresses for benefit recipients and terminated, non‑retired members
• Handling questions regarding retirees’ 1099‑Rs and Member Annual Statements

Provide income verification letters, beneficiary change forms, and other requested forms, and update home mailing addresses. Transfer calls to specified individuals. Verify if benefit payments have been cashed; request duplicate warrants for lost, stolen or mis‑delivered payments; and request copies of cashed warrants.

A Successful Teammate Should Have

• A passion for helping people and a 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
• Ability to research information quickly
• Understanding and applying 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 customer service, call center, insurance, retirement or social security, administration, fiscal work, statistics, personnel, or any other relevant 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 managing real estate, procurement, human resources, group insurance, retirement, telecommunications, fleet, and federal property assistance programs used throughout Florida state government. It strives to demonstrate its motto, “We serve those who serve Florida.”

Division of Retirement

The mission of the Division of Retirement is to deliver a high quality, innovative, and cost‑effective retirement system. It currently has 221 full‑time staff and manages a FY 2026‑27 operating budget of $48,864,720. It administers the Florida Retirement System (FRS) Pension Plan, the fifth largest state retirement system in the US with more than 1.1 million vested members and $191.6 billion in assets. The division pays out $12.9 billion a year in retiree benefits and collects nearly $5.5 billion annually in employer and employee contributions from more than 1,000 employers.

Special Notes

DMS is committed to recruiting and onboarding talented and skilled individuals. Veterans and individuals with disabilities are encouraged to contact DMS recruiters for guidance. For reasonable accommodations, contact the DMS Human Resources office at (850) 488‑2707. Successful background screening will be required.

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) in advance to allow sufficient time to provide accommodation.

The State of Florida supports a Drug‑Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Florida Law.

For assistance, call the People First Service Center at (877) 562‑7287 Monday – Friday, 8:00 a.m. to 6:00 p.m., Eastern time. Pursuant to Florida Law, 110.211 F. S., the State of Florida is an EEO employer.