Customer Operations Sr Rep

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.

Qualifications:

• 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.

Securian Financial believes in hybrid work as an integral part of our culture. Associates get the benefit of working both virtually and in our offices. If you're in a commutable distance (90 minutes), you'll join us 1 - 2 days each week in our offices to collaborate and build relationships. Our policy allows flexibility for the reality of business and personal schedules.

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 Employment@Securian.com, by telephone 651-655-5522 (voice), or 711 (Relay/TTY).

To view our privacy statement click here

To view our legal statement click here