RETIREMENT ANALYST II - 72002665

Requisition No: 874048 

Agency: Management Services

Working Title: RETIREMENT ANALYST II - 72002665

 Pay Plan: Career Service

Position Number: 72002665 

Salary:  $42,995.68 - $45,285.50 

Posting Closing Date: 04/22/2026 

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.  They take 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.  They often answer over 60 calls a day and act as subject matter experts for every call queue provided by the Contact Center.   

 
Retirement Analys IIs help ensure the incoming calls and emails are answered in an efficient and accurate manner.  They are 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.  
      

Perform related duties as required. 

 
Knowledge, Skills, and Abilities:

 

Knowledge of principles and techniques of effective verbal and written communication and basic arithmetic. Ability to review data for accuracy; identify errors and take corrective action; collect, 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; utilize 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, Interim 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 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.

 

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