Problem Resolution Specialist

Responsibilities

• Answer inbound calls from State of Florida employees and retirees in a professional and timely manner
• Assist callers with inquiries regarding benefits enrollment, payroll, deductions, and retirement information
• Accurately document all interactions, actions taken, and resolutions in designated systems
• Research and resolve inquiries by following established policies, procedures, and service level agreements
• Escalate complex or sensitive issues to leadership or specialized teams as appropriate
• Maintain strict confidentiality and compliance with state, federal, and organizational regulations

Requirements

• High school diploma or equivalent
• Strong verbal communication and active listening skills
• Ability to navigate multiple systems while speaking with customers
• High attention to detail and strong documentation skills
• Ability to handle sensitive information with discretion and professionalism
• Dependable attendance and flexibility to support extended hours when required

Preferred Qualifications

• Minimum of 1 year of customer service or call center experience
• Experience supporting benefits, payroll, HR, or government programs
• Prior experience in a high-volume inbound call center
• Familiarity with service level metrics and quality standards

Benefits

• Health coverage and wellbeing programs
• Paid leave including vacation, sick, and parental leave
• Retirement plans
• Learning and development opportunities

About the Company

Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in over 180 countries, we design and deliver people-first solutions powered by cloud-based technology to help organizations grow and enable workforces to perform at their best.