Customer Benefit Payments Sr Rep (Hybrid)

Securian Financial • Saint Paul, MN

12d • Hybrid

About The Position

Develops and administers benefit and claims policies and procedures by investigating, compiling, recording, and analyzing data to make claim determinations. Communicates with customers, home office staff, field personnel, and third-party representatives to provide case background, status, reasoning, and disposition. Processes claims settlements and beneficiary-requested claim options in accordance with contract provisions, applicable regulations, and department standards. Explains claim options, required documentation, and special circumstances, and provides customer service to beneficiaries, clients, and advisors. The position also supports the Claims line, email inquiries, and written correspondence.

This position has a hybrid working arrangement. Associates within a 90-minute commute work in the office at least two days each month and for additional moments that matter, with flexibility for business and personal schedules.

Requirements

• Excellent verbal communication skills and a professional telephone manner.
• Strong organizational and time-management skills, including the ability to prioritize workload, adapt to changing priorities, and meet deadlines.
• Strong attention to detail and ability to maintain accuracy while meeting deadlines.
• Problem-solving and analytical ability to understand complex claim situations, identify issues, and recommend potential solutions.
• Strong written communication skills and ability to document information accurately and concisely.
• A strong team player with initiative to learn new tasks.

Nice To Haves

• Experience servicing advisors and/or clients over the phone.
• Knowledge of retirement plans and IRS and state rules regarding tax reporting and withholding.
• Preferred skills include AI concepts, answering telephones, claims processing, claims review, communication, compassionate listening, customer care, customer empathy, customer handling, customer service, data entry, deadline management, empathy, Microsoft Excel, Microsoft Outlook, oral communications, prioritization, problem solving, verbal communications, and written communication.

Responsibilities

• Process claims settlements.
• Correspond with beneficiaries about their claim options and documentation required to process claims.
• Understand the effects of IRS, federal, and state regulations, contract provisions, and department procedures on claim processing, and communicate those effects to affected parties.
• Process beneficiary-requested claim options in accordance with contract provisions, applicable regulations, and department standards.
• Provide customer service to beneficiaries, clients, and advisors.
• Answer the backup Claims line, respond to emails, and provide responses to written correspondence.
• Understand and explain the claims process, beneficiary options, required documentation, and special circumstances that affect claims.

Benefits

• Paid time off, with additional PTO based on length of service.
• Flexible leave programs, including parental, caregiver, bereavement, and military leave.
• Nine company-paid holidays.
• Company-funded pension plan and 401(k) retirement plan; company 401(k) contributions are tied to company performance, up to 10% of eligible earnings, with a target of 5%.
• Medical, dental, and vision coverage for associates and eligible family members, beginning on the first day of employment.
• Paid volunteer time and a dollar-for-dollar matching gift program.
• Associate Resource Groups.

What This Job Offers

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