Contact Center Sr. Representative

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Job description

Job Overview:

Are you seeking a rewarding career with opportunity for advancement? We are eager for you to share your customer service experience with us in a Contact Center Senior Representative role. You will learn about the various products Securian Financial offers and work with customers daily, delivering the Securian Brand!

Position Summary:

We are looking for a Contact Center Senior Representative to act as an empathetic front-line problem solver, providing support to our customers, advisors, channel partners, and distributors by phone, email, and/or chat in an inbound service center. Successful Contact Center Senior Representatives are reliable, consistent, motivated, and compassionate individuals who strive to meet Securian's quality standards.

This opportunity is Monday - Friday, NO weekends and is a virtual, hybrid work option. The contact center hybrid model is event based, with events requiring in-office presence to include:

• Technical disruption in home working environment or equipment lasting more than one hour (including but not limited to internet/electricity outage, laptop failure).
• Important and/or special events as determined by Securian management team.
• Other business needs where working in the office is more effective than being virtual.

Candidates must reside within a commutable 90-minute radius from our St. Paul, Minnesota home office location.

Hours:

• Training Hours = 8 AM - 4:45 PM.
• Ongoing work schedule will be assigned after training is complete. Typical hours are 9:15am - 6:00pm, Monday - Friday.

Hourly Pay: $20/hour

Responsibilities include but not limited to:

• Provide compassionate, timely, and accurate responses to customers, financial professionals, channel partners, and distributors by telephone, email, and/or chat in an inbound service center, consistent with service and quality standards of Securian Financial.
• Assist customers with initiating a variety of insurance claims.
• Explain and resolve complex claim, policy, or account information/issues to our customers and clients.
• Understand and meet or exceed call center metrics while providing an excellent customer experience.
• Cross-train into additional product line upon successful completion of primary training program.

Qualifications:

This position has technological requirements to work remotely. Must meet WIFI bandwidth and other technical requirements (see details below).

• Strong customer service mindset, "We do it with you" attitude, active listening skills, ability to empathize with customers, and professional phone etiquette.
• Excellent verbal and written communication skills.
• Self-motivation, punctuality, and dependability.
• Reliability, trustworthiness, and ability to maintain required confidentiality.
• Proficiency with computers, ability to navigate multiple systems while on calls, and strong typing skills.
• Ability to multi-task, work efficiently, and effectively manage time in a fast-paced call center environment while handling 35-50 calls per day.
• Knowledge retention and ability to leverage training, resources, peers, and business partners to problem-solve customer issues.
• Strong willingness to learn and continue to grow with the company.

Internet Service Requirements:

Wired Internet connection (NOT WIFI)

• Service provided by a fiber, cable, or DSL.

NOT supported service: 5G (Mobile), satellite, and wireless broadband

• Carrier Dynamic DNS on modem/routers are NOT supported (ie. Centurylink/Lumen)

Recommended Dedicated Internet speeds:

• Download speed: 100 Mbps (25 Mbps minimal required)
• Upload speed: 10 Mbps (5 Mbps minimal required)

VOIP requirements: To check these statistics, you can visit Fusion Connect for a

SPEEDTEST.

• Jitter: Less than 30ms
• Latency: Less than 150ms
• Packetloss: 1% or less

Physical Job Requirements:

• Ability to work at least 40 hours per week.
• Ability to utilize keyboard, mouse and computer for up to 6-8 hours per day.
• Ability to utilize phone and/or virtual meeting platform for approximately 6-8 hours per day.
• Ability to perform simple grasping including handwriting, paper manipulation, sorting, folding, etc. periodically throughout entire workday.

The physical job requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The estimated base pay range for this job is:

$18.27 - $31.73

Pay may vary depending on job-related factors and individual experience, skills, knowledge, etc. More information on base pay and incentive pay (if applicable) can be discussed with a with a member of the Securian Financial Talent Acquisition team.

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. During your first year of hire, you receive a prorated bank of personal days and vacation time depending on your month of hire.
• Leave programs: Securian's flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave.

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

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 , by telephone (voice), or 711 (Relay/TTY).

To view our privacy statement click here

To view our legal statement click herePandoLogic. Category:Customer Service,

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