Contact Center Sr. Representative

About the position

The Contact Center Senior Representative role at Securian Financial is designed for individuals with a strong customer service background who are eager to assist customers, advisors, and partners through various communication channels. This position emphasizes empathy, problem-solving, and adherence to quality standards while working in a hybrid environment. The role offers opportunities for advancement and requires a commitment to delivering exceptional service.

Responsibilities

• 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.
• 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.

Requirements

• Strong customer service mindset with a 'We do it with you' attitude.
• Active listening skills and ability to empathize with customers.
• Excellent verbal and written communication skills.
• Self-motivation, punctuality, and dependability.
• Reliability, trustworthiness, and ability to maintain required confidentiality.
• Proficiency with computers and ability to navigate multiple systems while on calls.
• Strong typing skills and ability to multi-task in a fast-paced environment.
• Knowledge retention and ability to leverage training and resources to problem-solve customer issues.
• Strong willingness to learn and continue to grow with the company.

Benefits

• Paid time off including personal days and vacation time.
• Flexible leave programs for parental, caregiver, bereavement, and military leave.
• Company-funded pension plan and a 401(k) retirement plan with contributions tied to company performance.
• Health insurance for employees and eligible family members from the first day of employment.
• Volunteer time and company-sponsored events for community support.
• Associate Resource Groups for building connections and support.