Customer Operations Spec

Overview:

This role provides routine customer service and administrative support, with daily interaction with customers ensuring that good customer relations are maintained through written communication and the phone. As part of a production-focused team, the ideal candidate will be comfortable managing a high volume of work while maintaining accuracy, professionalism, and a strong commitment to resolving customer needs.

Responsibilities include but not limited to:

• Engage daily with our customers; policyholders, channel partners, distribution partners, and third parties through professional written communication and through the phone.
• Research policies and products and provide customers with information to accurately respond to questions, resolve service needs, and support on administrative and policy change requests.
• Understand, interpret, and clearly explain current policy agreements, features, values, policy status, and applicable procedures.
• Facilitate a variety of customer and policy service requests, including premium payments, loan transactions, allocation changes, website navigation, transaction processing, and troubleshooting.
• Manage workload by multitasking effectively, prioritizing competing responsibilities, and taking ownership of individual work to meet service level agreements, deadlines, and customer satisfaction

Qualifications:

• Excellent verbal communication skills presenting a friendly and professional manner at all times
• Strong attention to detail, maintaining accuracy while meeting deadlines
• A genuine commitment to providing a positive service experience
• Customer service focused mindset
• Effective written communication skills, providing grammatically correct and concise correspondence
• Ability to learn and articulate Individual Life products and procedures
• Ability to work quickly and accurately under pressure while balancing urgent requests, routine responsibilities, and shifting business needs
• Ability to work well independently and as a team member
• Be a contributing member of a team partnering with co-workers across the department to provide better service to our customers, offering recommendations for improving how we do business
• Ability to work overtime upon request
• Strong and collaborative team player

Securian Financial believes in hybrid work as an integral part of our culture. This position requires residence within a reasonable commuting distance (90 minutes) of our St. Paul office. Within that area, the role may be performed remotely or in a hybrid environment based on associate preference and business needs, and periodic in-person attendance may be required for training, onboarding, team collaboration, performance support, or other business-related activities.

Preferred Skills:

Team Player, Verbal Communications, Working Independently, Written Communication$21.54 - $37.64

Be you. With us. At Securian Financial, we understand that attracting top talent means offering more than just a job – it means providing a rewarding and fulfilling career. As a valued member of our high-performing team, we want you to connect with your work, your relationships and your community. Enjoy our comprehensive range of benefits designed to enhance your professional growth, well-being and work-life balance, including the advantages listed here:

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:

• Environmental Health & Sustainability
• Mental Wellness and Disability
• Pride at Securian Financial
• Securian Young Professionals Network
• Securian Multicultural Network
• Securian Women and Allies Network
• Servicemember Associate Resource Group

For more information regarding Securian’s benefits, please review our Benefits page.

This information is not intended to explain all the provisions of coverage available under these plans. In all cases, the plan document dictates coverage and provisions.

Securian Financial Group, Inc. does not discriminate based on race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance or any other protected status. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by email at [email protected], by telephone 651-655-5522 (voice), or 711 (Relay/TTY).

Securian Financial is a drug-free workplace.

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