Customer Operations Sr Representative

Securian Financial•Saint Paul, MN

4d•Onsite

About The Position

The PCC (Portability, Continuation, and Conversion) team is part of Administration & Client Services (ACS) within Employee Benefits Solutions (EBS). ACS delivers end-to-end administration and client service, supporting the full customer and policy lifecycle with a focus on accuracy, efficiency, and a high-quality customer experience. Our teams provide support across the entire journey, from onboarding and implementation through ongoing servicing, billing, and customer communications. We work closely with clients, administrators, and internal partners to deliver responsive, reliable service and ensure a seamless experience at every stage. Within this structure, the PCC team supports customers as they transition or maintain coverage following a qualifying event. This role focuses on managing casework, reviewing documentation, and ensuring accurate and timely processing. Associates partner closely with customers and internal teams to work through questions, resolve issues, and provide a smooth, supportive experience during key coverage decisions.

Requirements

Strong customer focus, with the ability to support both internal and external partners
Clear verbal and written communication skills
Strong attention to detail and ability to manage multiple tasks at once
Problem-solving skills with the ability to research and work through case issues
Effective organization and time management skills to meet deadlines
Ability to work within established quality and service expectations
Comfort using systems and tools, including Microsoft Word and Excel
Ability to work both independently and as part of a team
Professional, positive approach with a willingness to learn and adapt
Openness to feedback, process improvements, and cross-training opportunities
Flexibility to support overtime during higher volume periods

Responsibilities

Process portability, continuation, and conversion requests, ensuring accuracy and timeliness
Review documentation for completeness and follow up to gather any missing or unclear information
Identify and resolve discrepancies or issues that may delay processing, partnering with internal teams as needed
Communicate clearly with customers and internal partners to explain requirements, next steps, and case status
Document all case activity and maintain accurate system records
Monitor and manage assigned work to meet service level expectations and quality standards
Escalate complex or time-sensitive issues following established procedures
Support inbound and outbound call activity as needed to manage volume and maintain service levels
Maintain compliance with all regulatory requirements and internal policies
Contribute to team success by sharing ideas, supporting peers, and participating in cross-training opportunities