Contact Center Sr Rep

Securian Financial • St. Paul, MN

1d • $20 - $21 • Hybrid

About The Position

Are you looking for a rewarding career with opportunities for advancement? Join us as a Contact Center Senior Representative and bring your customer service experience to Securian Financial. In this role, you'll learn about our diverse range of products and engage with customers daily, embodying the Securian Brand. As a Contact Center Senior Representative, you'll be an empathetic front-line problem solver, providing support to customers, advisors, channel partners, and distributors via phone, email, and chat in an inbound service center. Successful candidates are reliable, consistent, motivated, and compassionate, always striving to meet Securian’s high-quality standards. This opportunity is Monday – Friday, NO weekends and is a virtual, hybrid work option. The contact center hybrid model is event based, with events requiring in-office presence to include: Technical disruption in home working environment or equipment lasting more than one hour (including but not limited to internet/electricity outage, laptop failure). Important and/or special events as determined by Securian management team. Other business needs where working in the office is more effective than being virtual. Candidates must reside within a commutable 90-minute radius from our St. Paul, Minnesota home office location. Hours: Training Hours = 8 AM - 4:45 PM. Ongoing work schedule will be assigned after training is complete. Typical hours are 9:15am - 6:00pm, Monday - Friday.

Requirements

• This position has technological requirements to work remotely. Must meet bandwidth and other technical requirements(see details below).
• Strong customer service mindset, “We do it with you” attitude, active listening skills, ability to empathize with customers, and professional phone etiquette.
• Excellent verbal and written communication skills.
• Self-motivation, punctuality, and dependability.
• Reliability, trustworthiness, and ability to maintain required confidentiality.
• Proficiency with computers, ability to navigate multiple systems while on calls, and strong typing skills.
• Ability to multi-task, work efficiently, and effectively manage time in a fast-paced call center environment while handling 35-50 calls per day.
• Knowledge retention and ability to leverage training, resources, peers, and business partners to problem-solve customer issues.
• Strong willingness to learn and continue to grow with the company.
• Wired Internet connection (NOT WIFI)
• Service provided by a fiber, cable, or DSL.
• NOT supported service: 5G (Mobile), satellite, and wireless broadband Carrier Dynamic DNS on modem/routers are NOT supported (ie. Centurylink/Lumen)
• Recommended Dedicated Internet speeds: Download speed: 100 Mbps (25 Mbps minimal required) Upload speed: 10 Mbps (5 Mbps minimal required)
• VOIP requirements: To check these statistics, you can visit Fusion Connect for a SPEEDTEST. Jitter: Less than 30ms Latency: Less than 150ms Packetloss: 1% or less

Responsibilities

• Provide compassionate, timely, and accurate responses to customers, financial professionals, channel partners, and distributors by telephone, email, and/or chat in an inbound service center, consistent with service and quality standards of Securian Financial.
• Explain and resolve complex policy or account information/issues to our customers and clients.
• Understand and meet or exceed call center metrics while providing an excellent customer experience.
• Cross-train into additional product line upon successful completion of primary training program.

Benefits

• Paid time off: We want you to take time off for what matters most to you. Our PTO program provides flexibility for associates to take meaningful time away from work to relax, recharge and spend time doing what’s important to them. And Securian Financial rewards associates for their service by providing additional PTO the longer you stay at Securian.
• Leave programs: Securian’s flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave.
• Holidays: Securian provides nine company paid holidays.
• Company-funded pension plan and a 401(k) retirement plan: Share in the success of our company. Securian’s 401(k) company contribution is tied to our performance up to 10 percent of eligible earnings, with a target of 5 percent. The amount is based on company results compared to goals related to earnings, sales and service.
• Health insurance: From the first day of employment, associates and their eligible family members – including spouses, domestic partners and children – are eligible for medical, dental and vision coverage.
• Volunteer time: We know the importance of community. Through company-sponsored events, volunteer paid time off, a dollar-for-dollar matching gift program and more, we encourage you to support organizations important to you.
• Associate Resource Groups: Build connections, be yourself and develop meaningful relationships at work through associate-led ARGs. Dedicated groups focus on a variety of interests and affinities, including: Mental Wellness and Disability Pride at Securian Financial Securian Young Professionals Network Securian Multicultural Network Securian Women and Allies Network Servicemember Associate Resource Group

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed