Customer Operations Sr Rep

Securian Financial•Saint Paul, MN

1d•$18 - $32•Hybrid

About The Position

Overview: Join Enterprise Benefits Solutions, where we streamline workflows and deliver exceptional customer service that consistently meets and exceeds expectations. We're seeking a positive, enthusiastic professional who thrives in a fast-paced, high-volume environment. In this role, you'll develop in-depth knowledge of the Employer Market and our product offerings. The ideal candidate is a quick learner who adapts easily to new systems and procedures, applies knowledge effectively during problem resolution, and knows when to ask for assistance. Service-oriented phone skills are essential. Summary: Enter required data with a high degree of accuracy across a variety of form types and electronic files, including applications, evidence of insurability, status changes, salary changes, coverage corrections/changes, ownership changes, and withdrawal requests. Cross-train with team members and learn skills from other teams to provide backup support during peak volumes and enhance overall capabilities. Use sound judgment and critical thinking skills to research and resolve problems that inhibit processing, including program setup errors on customized plans. Follow up to obtain missing information needed for processing by producing customer-focused correspondence and emails (sometimes utilizing templates) or placing phone calls to customers and clients. Research and respond to team Inbox emails in a timely manner. Fulfill and process customer and client requests and spreadsheets as assigned. Prioritize work according to bill dates as needed. Support Salesforce and complete service requests assigned by the Enterprise Call Center (ECC) in a timely manner, including participation in the ECC IM Chat rotation. Adhere to department quality and security standards for all tasks and complete work within service level obligations.

Requirements

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.

Responsibilities

Enter required data with a high degree of accuracy across a variety of form types and electronic files, including applications, evidence of insurability, status changes, salary changes, coverage corrections/changes, ownership changes, and withdrawal requests.
Cross-train with team members and learn skills from other teams to provide backup support during peak volumes and enhance overall capabilities.
Use sound judgment and critical thinking skills to research and resolve problems that inhibit processing, including program setup errors on customized plans.
Follow up to obtain missing information needed for processing by producing customer-focused correspondence and emails (sometimes utilizing templates) or placing phone calls to customers and clients.
Research and respond to team Inbox emails in a timely manner.
Fulfill and process customer and client requests and spreadsheets as assigned.
Prioritize work according to bill dates as needed.
Support Salesforce and complete service requests assigned by the Enterprise Call Center (ECC) in a timely manner, including participation in the ECC IM Chat rotation.
Adhere to department quality and security standards for all tasks and complete work within service level obligations.

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

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