BILINGUAL MEMBER SERVICES ADVOCATE - 72002713

Requisition No: 858491 

Agency: Management Services

Working Title: BILINGUAL MEMBER SERVICES ADVOCATE - 72002713

 Pay Plan: Career Service

Position Number: 72002713 

Salary:  $43,843.80 - $44,843.76 

Posting Closing Date: 08/22/2025 

Total Compensation Estimator Tool

Bilingual Member Services Advocate 
Division of Retirement – Contact Center
State of Florida Department of Management Services
This position is located in Tallahassee

 

Division of Retirement:

The Division of Retirement (division) administers the retirement pension plans for the State of Florida, including the Florida Retirement System (FRS). 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 of more than 1,000 agencies with the state, counties, district school boards, universities, community colleges, cities, metropolitan planning organizations, charter schools, and special districts. The division also administers the State University System Optional Retirement Program, the Senior Management Service Optional Annuity Program, the Retiree Health Insurance Subsidy Program, and the Municipal Police and Firefighters’ Premium Tax Program. Additionally, the division provides supplemental retirement benefit payments to over 700 Florida National Guard retirees and maintains oversight of the actuarially sound funding of over 480 local government retirement systems. 

 

The Work You Will Do:

You will answer phone calls from retired members, retirees, beneficiaries, employers and other stake holders concerning topics covering Retired Payroll, 1099Rs, Calculations, Survivor Benefits, DROP, Disability, Enrollment and Contributions.  

 

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 stake holders.

 

The Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck! Our staff enjoys top tier benefit offerings including comprehensive health coverage, annual and sick leave benefits, and retirement plan options, including the FRS Pension Plan and the FRS Investment Plan.  To learn what the State can offer you and your family, please visit the MyBenefits website. 

As an additional benefit, state employment affords you the opportunity to take part in the tuition waiver program within the state university and community college systems.

Pay: $43,843.80

 

Your Specific Responsibilities:

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

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.
•        Benefit payments and amounts withheld from benefit payments.
•        Beneficiary designation.
•        How to access and utilize the features of FRS Online.
•       Handle questions 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.  Serve on committees and hiring panels, and other division projects.  Provide training for Customer Services Representatives. 

 

Maintain the Spanish call queues, and respond or return calls on Spanish Voicemails.

Provide coaching for Customer Service Representatives. 
This position will be responsible for regularly interacting and cor