Customer Operations Sr. Representative

Overview:

Enterprise Benefits Solutions is an exciting division that includes streamlining workflows and providing excellent customer service that meets or exceeds our customers' expectations.

We're looking for an individual who is positive and enthusiastic - who enjoys a fast pace with high volume processing. This individual will develop an in-depth understanding the Employer Market including the products we offer. An ideal candidate is a quick learner who adapts to new systems or procedures and is able to apply this information effectively during problem resolution as well as know when to seek assistance. Service oriented phone skills are required.

Responsibilities include but are not limited to:

• Enter required data with a high degree of accuracy. This will include a variety of form types or electronic files such as but not limited to applications, evidence of insurability, status changes, salary changes, coverage corrections/changes, ownership changes, and withdrawal requests. On occasion, cross train and provide back up support to other teams during peak volumes.

• Use sound judgement and critical thinking skills to research and resolve problems that inhibit processing including program set up errors on customized plans.

• Follow up to obtain missing information needed for processing which may include producing customer focused correspondence and emails sometimes utilizing templates, or place phone calls to our customers or clients.

• Support and respond to team Inbox. Fulfill and/or process customer and client requests and spreadsheets as assigned. May included prioritizing work according to bill dates.

• Support Salesforce and complete service requests as assigned by the Enterprise Call Center (ECC) in a timely manner. This includes supporting the ECC IM Chat rotation.

• All tasks must adhere to department quality and security standards. Must be completed within service level obligations.

Qualifications:

• Strong data entry skills which include speed and accuracy.

• Ability to perform within established department goals including quality assurance (QA).

• Good problem-solving skills and attention to detail.

• Ability to apply good judgement to situations including time management.

• Strong customer focus on both internal and external customers.

• PC skills. (Microsoft Office basics) Adaptability to learn how to process on multiple internal systems.

• Good prioritization skills and adaptable to change.

• Ability to work effectively both individually and in a team environment.

• Solid work ethic combined with professionalism and a positive 'can-do' attitude.

• Good communication skills both verbally and written.

• Willingness to suggest new ideas, processes and procedures.

• Demonstrate a willingness to help others and be cross trained in multiple tasks and other departments.

• Flexibility to work overtime during peak volumes.

Securian Financial believes in hybrid work as an integral part of our culture. Associates get the benefit of working both virtually and in our offices. If you're in a commutable distance (90 minutes), you'll join us 1 day each week in our offices to collaborate and build relationships. Our policy allows flexibility for the reality of business and personal schedules.

Hours: 8:30 a.m. - 5:15 p.m. or 8:00 am - 4:45pm Monday - Friday

For more information regarding Securian's benefits, please review our Benefits page.

This information is not intended to explain all the provisions of coverage available under these plans. In all cases, the plan document dictates coverage and provisions.

Securian Financial Group, Inc. does not discriminate based on race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance or any other protected status. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by email at Employment@Securian.com, by telephone 651-655-5522 (voice), or 711 (Relay/TTY).

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