Customer Operations Senior Representative

Position Summary

As part of the Life New Business team, the Customer Operations Sr. Rep plays an important role in supporting work throughout the New Business process, from application receipt through policy issuance and placement.

The primary focus of this role is supporting the 1035 exchange process, including making outbound calls to other insurance carriers to obtain status updates on pending payments and outstanding items. The role will also support additional 1035-related processing, reports, and work activities, with opportunities to support other New Business processing activities based on business needs.

This position works across multiple systems and collaborates with others throughout the New Business process. Success in this role requires strong attention to detail, organizational and communication skills, effective problem-solving and critical thinking, and the ability to manage changing priorities.

Responsibilities

Responsibilities include, but are not limited to:

• Make outbound calls to other insurance carriers to obtain status updates on pending 1035 exchange payments and outstanding items.
• Accurately document and communicate information received through carrier follow-up and take appropriate next steps.
• Process assigned 1035-related work items, transactions, reports, and other activities in accordance with established procedures.
• Review information for accuracy and completeness and clarify or obtain additional information as needed.
• Accurately enter and maintain information within applicable systems.
• Monitor assigned work and follow up on outstanding items to support timely processing.
• Independently and efficiently prioritize work to meet daily production goals, service expectations, and customer needs.
• Complete required training and successfully learn and implement new workflows with a high degree of accuracy.
• Evaluate and communicate individual workload and identify items requiring additional support or escalation.
• Participate in a collaborative team environment that may require shifting work and priorities among team members to meet service needs and daily deadlines.
• Support additional New Business processing activities based on business needs.

Qualifications

• Experience making outbound calls in a professional setting.
• Strong organizational skills with the ability to prioritize and manage a high volume of diverse work.
• Excellent attention to detail and ability to complete work accurately within established deadlines.
• Strong customer service skills to effectively support internal and external customers.
• Professional verbal and written communication skills, including comfort making outbound calls to other insurance carriers.
• Demonstrated ability to apply strong problem-solving and critical-thinking skills.
• Strong data entry and documentation skills.
• Ability to quickly learn new products, processes, systems, and procedures and apply that knowledge in a changing environment.
• Ability to work independently while contributing effectively within a collaborative team environment.
• Ability to manage multiple priorities and adjust workload as business needs change.

#LI-Hybrid **This position will have a hybrid working arrangement, working in-office for a minimum of 1 day a week and for moments that matter.** 

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 day each week and for additional moments that matter, in our offices to collaborate and build relationships. Our policy allows flexibility for the reality of business and personal schedules. 

Preferred Skills:

Collaboration, Communication, Critical Thinking, Customer Service, Deadline Management, Detail-Oriented, Outbound Calls, Prioritization, Problem Solving, Processing, Time Management, Working Independently, Written Communication$18.80 - $32.69

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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