Customer Operations Sr Rep

Securian Financial•Saint Paul, MN

2d•Hybrid

About The Position

As a Customer Operations Senior Representative, you will play a key role in delivering an exceptional client experience by ensuring premium billing activities are completed accurately, timely, and in accordance with business and regulatory requirements. In this fast-paced, high-volume production environment, you will manage multiple priorities while partnering with clients, brokers, and internal business partners to resolve complex billing issues, maintain account integrity, and support the financial health of our customers. Success in this role requires strong analytical skills, attention to detail, adaptability, and a commitment to delivering quality service and continuous improvement.

Requirements

Strong customer focus for internal and external stakeholders.
Excellent verbal and written communication skills.
Advanced proficiency in Microsoft Excel and Outlook.
Strong attention to detail and ability to maintain accuracy.
Analytical and problem-solving skills with critical thinking ability.
Basic math aptitude for billing calculations and reconciliations.
Ability to prioritize tasks and adapt to changing demands.
Flexibility to work overtime during peak periods.
Commitment to continuous improvement and process innovation.

Nice To Haves

Communication
Critical Thinking
Curious Mindset
Detail-Oriented
Problem Solving

Responsibilities

Process high-volume premium billing transactions with accuracy and efficiency while meeting established service, quality, and productivity expectations.
Ensure accurate and timely premium billing, payment application, and account reconciliation for Employer Benefits Solutions clients.
Research, analyze, and resolve complex billing discrepancies by partnering with clients, brokers, and internal business partners.
Process billing adjustments, coverage changes, retroactive transactions, and other account maintenance activities while maintaining data accuracy.
Monitor account balances and past-due items, taking appropriate action to resolve outstanding issues in accordance with established procedures.
Maintain compliance with operational, financial, and regulatory requirements while safeguarding the integrity of client billing records.
Build and maintain effective relationships with internal and external partners by providing responsive, professional service and clear communication.
Identify opportunities to improve processes, enhance operational efficiency, and contribute to a culture of continuous improvement.
Support team objectives by sharing knowledge, collaborating with peers, and adapting to changing business needs and priorities.